No matter where you stand on the remarks Chick-fil-A’s CEO made recently about marriage, it’s a fair statement that the company’s employees provide great customer service. Example A, the way this drive-thru attendee handled this encounter. Completely professional, and never once became confrontational. There are two lessons here.
- What you say and do as a business owner trickles down to your employees, even if they had nothing to do with your statements.
- Your employees deal with customers a lot, and it only takes one unhappy customer and an employee having a bad day to create a volatile situation. Imagine if the employee would have thrown the water in his face. This story would have played out completely differently in the media. So make sure your employees know how to handle unhappy customers and prep them if you know they are going to get complaints out on a job.