Excuses Derailing Your Client Experience
Like every other business owner across the world, I am sure you have been struggling with handling COVID-related team member excuses.
There is no denying that COVID has been difficult for everyone. However, that does not mean that it can become a crutch for your team members to justify poor client service. Have you been experiencing this with your team?
“I am sorry I was impatient with that client, but she does not take COVID seriously enough!”
“I forgot, I have been so overwhelmed thing to navigate virtual schooling.”
“I’ve got a lot going on right now, and you can’t expect me to…”
If you’ve heard these excuses, you aren’t alone. It is important to be empathetic with your team and the trials they are experiencing.
That said, your team must maintain an excellent experience for your clients, regardless of external pressures. Clients are not obligated to be understanding of your team member’s life outside practice walls. They are paying to receive a certain level of care and treatment. For clients to experience anything other than stellar service can negatively impact your business.
How can you handle these COVID-related team excuses? Here are some suggestions:
- Listen to the concerns of your team and show empathy.
- Communicate the expected level of client service, and share consequences if not maintained.
- Involve your team in safety protocols when they are concerned about safety.
- Proactively share team strategies to deal with stress.
Need more ideas? Check out our recent post, Helping Team Members Manage Mental Stress, on the blog: https://aestheticsaccelerator.com/mental-stress-team-members/