"We're closing in five minutes!!!!"
How many times have you been told that by "customer service" personnel (yes I used quotations on purpose)?
I have even been yelled at upon entering the store twenty-five minutes before closing. What does that say about the staff? Worse yet, what does that say about management that lets staff get away with, in essence, saying, "your needs are less important than me getting out of here so hurry up Buster."
While looking at expensive dishes in a small, Independant store, I was approached hurriedly by the sales clerk who seemed impatient that we were still in the store so close to closing time.
Exasperated she exclaimed, " we are closing in like two minutes."
I immediately shot back, "we'll leave then" looking her square in the eye.
She backpedaled making some lame apology. Too late. I didn't want to buy here anymore.
The evidence in retail establishments is staggering but this happens in every organization: people who don't want to start something that they know they can't finish before closing time. Clock watchers are time-thieves. They cost your organization money and productivity and take a big bite out of a culture that claims to be customer-focused.
How your people handle the end of the day is more tell-tale than how they handle the start of the day - especially around engagement.
If you, as a customer, get the warning that they will soon be closing, walk away. You deserve to be treated better. Besides, there's a huge difference between locking the doors and being "closed."
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Kevin Burns – Workplace Expert - Management Consultant - Keynote Speaker
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