Should their attitude towards customers be lacking in any way, there will be obvious repercussions. Customers will complain, their loyalty to the company will reduce and sales will definitely dip.
It is important that the employees behave in a manner that will attract customers and keep them hooked. Professionalism should be maintained at all times and mutual respect observed.
However, in reality these things do not happen. At one point or another, the management comes across employees who behave inappropriately and certain measures have to be put in place to ensure that the intolerable behavior does not spread to other employees.
We share a few tips on how to change inappropriate behavior
1. Identify the Employees Who Are Having ProblemsThis is the starting point. It is a hard thing to do, more so in those organizations which have a large number of employees. The management has to know the strengths and weaknesses of its workers so as to be able to strengthen their weak points. Someone has to invest some time to observe the employees. Collaborative evidence such as customer feedback can also be gathered, with the aim of identifying those with consistent aberrant behavior and attitude. An employee may make a mistake once, and that should not be a big deal. The focus should be on those employees whose attitude or behavior is consistently wrong
2. Identify Possible Solutions to the ProblemWhile the employees may be behaving badly, it could be that his actions are attributable to a modifiable factor at the work place. It could be that they do not like where they are currently positioned, or they feel that the tools they are working with are wanting. It could be that they were not well trained for the work they are currently doing. Upon identifying the root cause of their behavior, make deliberate effort to resolve the problem. You can move them to a department which they like better, provide them with better equipment if you can or train them in order to fit into the job well. The cost implication of the action to be taken has to factored in, and a cost benefit analysis carried out before the measures are put in place.
3. Communicate in a Clear and a Concise MannerWhenever the management notes deficiencies in an employee’s behavior, it is worth to let the worker know that something is amiss. It has to be said in a clear and a concise voice that leaves no doubt in anyone’s mind about the expected standards. However, it has to be done humanely in order to avoid demoralizing employees. Suggest possible ways of changing their attitude without imposing conditions. Good communication can do a lot of wonders, and this is a fact which has been proven from time in memorial.
4. Observe the Employees ObjectivelyOnce you have communicated to the employees on areas where they need to change their behavior, it is recommended that you take some time to monitor the employees. Note down any changes or any deliberate effort they put in the right direction. Check whether customers are still complaining or not. All these are important in preparation for the next step – giving feedback.
5. Be Consistent in Giving FeedbackYou have to give feedback to employees throughout the process. You have to let them know whenever they make baby steps. They have to be aware when they make giant leaps in the right direction. Some just need a little encouragement to successfully change their behavior, and some positive feedback is all that is needed for you to see the change you desired. A few will make progress and then regress. All the same, you have to let them know.
- Paula Jones has been consulting small businesses for many years. Paula's has writen the present article for breathe HR, an HR Software designed for small and medium size businesses.