coaching

This is my column from the Daily Advertiser this week, original online version can be found here

It’s not often I use this column to have (as we would say in England) “a bit of a rant.” I am a ridiculously positive person, mainly because life is better that way.

Dear store workers, bank employees, doctors receptionists, anyone who works anywhere where there are clients or customers in the building or on the phone:

Please don’t let me hear you gossip. When I can overhear you talk about customers, clients, co-workers or even your family, it gives a really bad impression. If I hear you laughing at a customer behind their back, I think you are going to do the same about me. If I hear you discussing someone, especially using their name, I may well know that person. We live in a small place, and people know people. If I hear you putting someone down or spreading rumors, it makes me feel bad about the place you work and the service you provide — not to mention the fact that you obviously are not working. I don’t even care if you are taking a break, letting me hear what you are saying is just unprofessional and makes you and your organization look bad. Please stop.

Thank you,

Aileen

I know many bosses who need to print out this column and hang it up where their employees can see it.

I talk all the time about building relationships and about the importance of good communication. However great you are with your customers, their overhearing a negative conversation can destroy the whole partnership you have built. What you say about others reflects on you. Negativity breeds negativity.

You may think no one else can hear. You may be surprised. I had a week where I happened to overhear a lot of these conversations. I know why someone quit working at the bank (although they think she was probably fired). I know which clothing store was laughing at the customer before me for being too large. (I will never shop there again.) I know in which companies employees were too wrapped up in gossip to pay attention to their client.

All of the branding, advertising and social media campaigns in the world don’t matter if you give someone a bad impression when they enter your business. You may have the best product in the world, but people will judge your organization on their individual experience.

Please presume that if any customer is in the same building as you (or in the parking lot) that they can hear what you say. This also applies to being on the phone. Or better still, why not help to create an environment where gossiping isn’t acceptable; where you really value your clients, not just say you do; where everyone conducts themselves professionally at all times, not just when they think someone may be listening.

You’ll feel better about yourself and your co-workers, and your customers will feel better about their experience.

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