How would you feel if one of your members of staff described some of your customers as ‘totally different types of people’?  More importantly, how would your customers feel to be described that way, and what impact do you think it would have on your business?

David Cameron MP must have been cringing as he listened to such an inflammatory interview which has placed the Conservatives right back at the centre of the class row they’ve been trying so hard to avoid.

But, this isn’t an isolated incident – our staff, agents and representatives say things to our customers every day; some of which we would rather they didn’t – but what can you do to protect your company?

  • Your team are a reflection of your business – and the first step is for them to understand how important that is
  • First impressions are crucial, so you need to ensure ‘front-line’ staff have sufficient training and motivation
  • If your employees are driving company cars, or wearing company uniform, your business will be judged by how they act – both good, and bad
  • Could you bring standards and procedures into place that reduce the variability of service delivery and clarify expected standards of behaviour?
  • Your team are a reflection of you – if you act improperly in front of customers, your team will likely copy

As we eluded to in that last point – it’s the business leader that everyone will typically follow.  You can’t blame your employees before you’ve taken a long, hard look in the mirror and asked yourself what message you send about your own business, in terms of your appearance, your attitude, your customer care and all the other aspects of marketing your company.



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