They’re Watching You…Are You Ready?


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…and they’re watching your employees too!

Sitting on that park bench on Sunday afternoon, what are you doing? Reading a book, feeding the birds, eating lunch, talking with a friend or loved one? Or maybe you’re just “people-watching”. We do it all the time.

The guy that is pacing around the mall while his wife is clothes shopping, the little old lady sitting in her rocking chair looking out the window, and the school principal walking the courtyard, what are they all doing? People watching. We all do it.

So why do I bring this up?

For those we do not know, our impressions of others are based on what we see or hear.

What impression do you give to others when you don’t know someone is “watching”?
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In your place of business, do you realize that you are being watched all the time? We are all “on stage”, our customers expect us to perform at our peak and without hesitation.

What impression do you give to others? Is it one of professionalism, sincerity, knowledge or quick-acting? Do you have a look of confidence or timidity? Are you reserved or boastful? Well groomed or disheveled? Eager to please or rigid and unyielding?

While waiting on line at the supermarket I bet you are watching the cashier. Does he/she seem experienced and quick-acting? If not, I bet you’re already getting impatient and are preparing to check your receipt for a mistake. If the cashier is fast and shows an air of confidence, are you as worried about your wait time or that there will be a price mistake? Probably not.

While shopping for a men’s suit and if given a choice of salesmen to assist you, one being a well dressed man in his 40’s or a 19 year old wearing skinny jeans and an ill-fitting shirt, would you have a difficult choice to make? Probably not.

Your customers make their buying decisions based on many factors.

Are you employees texting or checking their Facebook account while they are behind the counter and in full view of your customers?  Do your employees, or you, use local slang or industry jargon while speaking to your customers?  And do you make a customer wait while you finish a personal conversation with a coworker?

Doesn’t the customer come first?

Do you prepare your staff to put on the best face possible, one that will make your customers comfortable and secure in their decision to leave their money with you? Or is their dress or mannerisms left to the employee’s decision so that there is a “fun workplace” where individuality and personality are at the forefront?

Does it even matter?

Remember, they’re watching you…

Republished with author's permission from original post.

Steve DiGioia
Steve uses his 20+ years of experience in the hospitality industry to help companies and their employees improve service, increase morale and provide the experience their customers' desire. Author of "Earn More Tips On Your Very Next Shift...Even If You're a Bad Waiter" and named an "ICMI Top 50 Customer Service Thought Leader" and a "Top Customer Service Influencer" by CCW Digital, Steve continues his original customer service, leadership and management-based writings on his popular blog.


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