Respect doesn’t require extra time.
Just intention and attention. And that can be the different between a happy customer and an infuriated hater who leaves a one star review online.
Macinnis’s fascinating study about incivility found that customers are less likely to patronize a business that has an employee who is perceived as rude. Something as simple as witnessing an uncivil interaction can lead customers to negatively generalize about employees, the organization, the brand and any future encounters with the company.
In fact, the study found that customers who experienced these moments of incivility actually desired for revenge against the perpetrator. It’s called deontic justice, which is a form of organizational fairness based on what is the correct moral course of action for a company or an individual.
For example, after witnessing an uncivil interaction, say, between a floor manager and a forgetful waitress, customers are more likely to spread negative word of mouth about the restaurant and ultimately take their business elsewhere.
Retail businesses cannot overlook this reality. Because there’s always somebody watching.
And so, if we’re insensitive and disrespectful and rude to the people we work with, that display of a lack of human regard will trickle down to the bottom line. It doesn’t mean we have to love everyone we work with. Be we still have to respect them. Even when they screw up.
Not acting how we feel doesn’t make us hypocrites, it makes us adults.
Incivility, on the other hand, is the easy way out.
Remember, each one of us is accountable for our own happiness. Not just for the sake of our sanities, but out of respect for the people we work with and work for everyday.
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How is your company mitigating against the detrimental effects of incivility?
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