my most glaring problem this week has been communication....i have a new person at the counter....and a couple of new people on the floor helping us get the store flipped for christmas....we are all totally swamped with work with the christmas stuff....
customers ask anythnig ....big things..i dont blame them... but the answers need to be correct and reflect what we are willing to do....or able to do... that has fallen thru the cracks this week ... .
2 times this week big important things were answered by people who didnt have a clue....and i didnt even know it until later....
one was a huge possible customer...who was waiting for an email that we werent working on....and informed my worker that if she came she would probably drop 20,000$$$...thats a big number to us!!!......we totally screwed up her afternoon and her husbands who was also involved...
its so hard to get all the policies into every workers head...im pretty frustrated and know i have to solve this...but i seem to get people who agree with me,, or say they understand what im saying........and then just do whatever seems right to them at any given time...just trying to help because im busy............everybody wants to say ok to the customer asking something...but if you say you are going to do something i make sure we do it...if i know....they cant know the full picture i dont expect them to....but when i say give me the wholesale calls....thats what i mean... i think both situations turned out ok....but its a wonder!!!! .
i know the business is too big for my habits of the first 20 yrs....but i want to be in control and keep with our serious policies....even tho i cant answere every phone call myself anymore..i want to do the right thing with these calls....
thats my vent for the day....before i go out there to the chaos of the day...we are in our last day before ...WE HOPE... 7 or 800 people come thru the store...
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