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Your Employee Gets Called Out In a Review. Now What?
Read the rest of Andrew's post here.
Have you ever had a customer or client with an employee that got named in a negative review?
How did you or your client handle the situation and what was the outcome?
Pick one, quick.
Your company has just received a negative review. One where the customer says some pretty terrible things about one of your employees.
Your employee is an all-star as far as you?re concerned. On the other hand, your customer may be right. Both your employees and customers expect you to pick a side.
Get it wrong and you may do lasting damage to your business, customer and employee relationships.
Customer vs. Employee: Whose side do you take?
Side with customers and you risk creating anger and bitterness in the ranks. Team morale drops as employees start to believe you don?t care about them.
On the other hand?
Side with employees in your rebuttal and you make a bad situation worse. You infuriate your customer and you send a message to prospective customers that you simply won?t take care of them.
It?s a no win situation.
If you?re inexperienced you do the ?smart? thing
You run.
You ignore, evade or hide from the conversation. You do everything you can to avoid facing the problem. On the surface that seems like cowardice.
But, it?s a smart move.
The last thing you want is to end up in a toxic altercation with your employee and your customer. That would be terrible for all kinds of reasons. Saying nothing is easier when you don?t know what to say or how to say it.
It?s completely understandable.
But, in many cases, it?s also the wrong move. Because your silence communicates a message to your employees and customers ? a message you don?t get to control.
Silence sends messages like?
- ?They don?t care about their customers?
- ?I can?t trust these guys?
- ?They?ll hurt me?
- ?They?re ____ and that?s bad?
Your silence is a breeding ground for bitterness and resentment ? on both sides. It seems like the smart thing but it actually encourages employees and customers to fill-in-the-blanks.
A better option?
Make a stupid decision. Start a fight instead.
When people hear the word ?fight? their minds tend to go to dark and unpleasant places. We think about abuse, fear, dysfunction, toxicity.
That?s the problem.
When we fight, we focus our attention on a ?who? which inevitably leads to disaster. What if, instead of fighting a who, you decided to fight a what?
Focusing on the ?what? creates freedom.
Your employees want you to take their side. The customer expects you to take theirs. They?re both focused on a ?who.?
Read the rest of Andrew's post here.
Have you ever had a customer or client with an employee that got named in a negative review?
How did you or your client handle the situation and what was the outcome?