April 19, 2017
Stacie is a professional who works in a Milwaukee investment firm. After work one evening, she decided to take advantage of a big end-of-season sale at a local sporting goods store. As Stacie entered the store, she was greeted by an employee who informed her that ski jackets were located on the lower level. Soon, Stacie was engrossed in her search for the perfect jacket.
She had been shopping for over 30 minutes when she found what she wanted—a beautiful ski jacket that looked great on her and was on sale. Around the same time as her discovery, it dawned on Stacie that she had been alone the whole time she had been shopping.
Not one employee had approached her, talked to her or offered assistance. In fact, Stacie hadn’t even seen an employee since she first stepped through the door. They knew she was there. After all, she was the only customer in the store. Adding to her frustration was the sound of employees chatting and laughing in the back room.
Since Stacie is a devoted “loyalty leader,” she reluctantly placed her dream jacket back on the rack and marched out of the store. “It was a matter of principle,” she said. “I hated to walk away from such a great deal, but I simply couldn’t bring myself to purchase a product from people who obviously don’t care about their customers.”
Invisible employees are hiding in plain sight everywhere!
Here are few examples:
Many factors can cause employees to become invisible.
Poor time management, ineffective leadership, laziness, stress, high call volumes, apathy, and boredom are just a few of the reasons employees become invisible.
In order for employees to take ownership of service, they need to participate in identifying ways to remove obstacles. Invite employees at all levels of the organization to help create guidelines that will make them become more visible to customers.
Don’t give your customers reasons to disappear. Instead, focus on ways to create a warm, inviting environment for your customers. Be present and visible by engaging with your customers and co-workers.