I am leading quite a few Customer Service training sessions for a client over the next two weeks, and we are talking about pet peeves from a customer point of view.
You know...things that get you fired up when you are a customer.
- 25 lanes, and only two open at the store.
- Servers not writing down your order and then getting it wrong
- Poor attitudes from the employee
We all have pet peeves as a customer, but what about as a LEADER?
As you lead your employees, there are going to be things that your employees do that drive you nuts! Examples include...
- Employees who leave their desks messy all the time
- Employees who follow the dress code, but it is still not what you would wear
- Employees who get the job done, but don't do it the way you would do it
- Employees who get on the elevator first without letting guests off
So what do you do? Here are some thoughts!
1. Is is performance issue or is it just their preference? My wife LOVES a messy desk, and claims she can find anything at any time. It drives me nuts, as I love having a clean and organized work space. If her workspace is in the view of customers, then I think I could coach her up on it. But if no one goes in her office, then I might have to just let her be messy...
2. Is is affecting productivity? If their way is driving you nuts, but the work is still completed on time and on budget, then the issue might be with you. As leaders, our way may not be the best way, although our egos tell us otherwise.
3. Is it a fact or an opinion? I'm not sure that this is coachable. Remember that opinions are like belly buttons...everyone has one. Your opinion of something may be just that...your opinion.
A healthy leader-employee relationship exists when the leader can have the conversation about the issue with the employee, instead of just letting it fester. Examples include...
"Sherri, to the outside observer, your desk might seem unorganized. Can you share with me why you prefer to organize items like this?"
"Ayla, normally we make coffee for our guests 30 minutes before they arrive. I've noticed you make it about 5 minutes before they get here. Can you tell me about why that is your preference?"
Sometimes, being a leader just means LETTING IT GO. It's not hurting anyone...it's just different.
The photo is are my pet peeve. My kids prefer to notify Sherri that they are almost out of Chips Ahoy. Sherri will then buy a new bag of cookies. When that bag arrives, the kids will open the new one and begin eating those, as they are "fresher" than the other cookies.
The result is the photo above. FIVE bags of cookies, all still dated fresh, and all opened.
It used to bother me, and was a BIG pet peeve of mine.
Now, I have learned to let it go!!
(and just blog about it...)