Serving customers – Do senior management have a ‘feel’ for it?

Serving customers in a retailing environment can be one of the most stressful jobs and this has a direct impact on the quality of service that the customer experiences. The irony is that senior management sitting in their respective head offices have little appreciation of what it takes to serve customers in today’s environment, where customers themselves are rushed for time and stressed.

One effective way in which this can be addressed is to get all senior management to spend a day working at the counter, serving customers. It will prove to be an invaluable exercise to understand your customers, your own staff and in the process improve the way you manage human resources. Imagine your bank CEO en-cashing your cheque or your supermarket CEO packing your groceries? Time to walk the talk!