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I was recently at a very busy health food store and was asked ‘how do we deal with staff that does not respond when we call for more help on cash ignoring the call?’ Good question. Especially your checkout, the most vital area for customer satisfaction. All the great service a customer has before getting to the checkout is quickly forgotten if the service is slow, un appreciative or disorganized.
The answer though is quite simple. If you have a policy that ‘everyone drop what they are doing when help is needed at the checkout’ then everyone should comply. If a person does not respond then it really comes down to 2 things – they need further training to understand the importance of the policy or if they understand the policy but still do not respond they are unwilling to follow your policy. The first reason is a simple fix with further training. The willingness issue however is a bigger problem for if they are unwilling to follow this policy what other things in their job are they unwilling to do? If someone is unwilling to do what is asked of them then the only solution is to replace them or accept they will do what they feel like …….. Not a culture that creates a good example for the entire team or customers.
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