Archive - Originally posted on "The Horse's Mouth" - 2009-07-12 17:18:58 - Graham Ellis
It's so important that everyone who represents a business represents it well - from 'The Boss' right through to the weekend help. The thought has struck me this weekend - not because of our own business (where I hope that every single one of us is fairly well on the ball) but because of various places I have been in to - unusually - over the last couple of days, while working the weekend myself.
At lunchtime yesterday, at one of our favourite cafes, the reception wasn't welcoming - it was merely polite. I felt the staff on duty would have much preferred to have being nearly empty than to have to serve customers. A call to a local taxi company we use was answered merely "hello", causing me to wonder if I had dialled the right number followed by "is that the taxi" and "oh yeah, I'll get my wife" (and they were too busy to do one of the journeys we needed). And I walked out of a third place - a 7 day, morning to late operation in the town, because the customers were queueing out the door and I knew I would have wasted half an hour waiting.
I know our staff read this (and in the fast moving tourist business we have ex-staff too, some of whom may read it) and I am not for a moment suggesting that I have seen any of the present crew dropping those clangers - well, yes, we all do from time to time, but this weekend has really brought it home as to how prevalent it is.
This weekend, the course I was giving was to a guy I had never met before. But he knew of us before he booked - because his colleagues have been singing our praises. It's three years since I trained them, (see blog) half a world away and a different culture. And that repeat business is cherished. Will there be more? "See you in Dharhan" I said as I dropped him off at Trowbridge station and - do you know what - I think it's quite likely that I will!