I saw the best thing ever on the weekend: an employee of a shop which competes with one of my newsagencies, in the ink and toner space, working behind the counter with earbuds in. Judging by his sway as he browsed the internet I’d say he was listening to his iPod. He was the only employee on duty at the time.
At first I was shocked … shoppers would be turned away, surely he would understand this. Then I was pleased … for the advantage it gave us – our team members don;t listen to their iPods while at work.
I have found myself thinking about what I saw several times in the day and a half since, thinking about how so many of us are plugged in through iPhones, iPads and iPods and other devices and how these devices interrupt transacting sales when our customers are using them. It can be frustrating – to sales staff as well as to other customers.
Interacting with the devices while at work and from the business side of the counter is another thing altogether. I see no place for this at all. I’d be interested to hear what others think about this.
in the meantime I am happy for our competitor’s employee to disrespect shoppers by listening to music while behind the counter.
not a chance
Our staff are not permitted to even have their mobile phone behind the counter. If this guy had been working here, I would have quietly approached him from behind and to ensure the earphones were securely positioned in his ears ‘gently tapped’ both ears simultaneously.
No way. Moblie phones also have to be turned off while working. If we are the only one there to answer a phone we let it ring out if we are serving. I hate going into shops where the music is so loud that I can’t communicate with the staff. I don’t like customers coming in with their earbuds in with music so loud I can hear it or talking on the phone while I serve them either.
Strict Rules:
Staff cannot bring mobile phones into the shop.They can only use them on breaks
Staff cannot eat or consume Redbull in the shop.
Live customers have priority over ringing telephones.
Staff conversations must stop the very second a customer approaches the counter.
All mobiles are left in the back office and are never at the counter. We give our customers our full attention but request the same respect from them. We have a notice on the counter requaesting that customers end mobile calls before we serve them. 99% of customers agree with this and appreciate what we are requesting so we must live up to this ourselves.
I’m waiting for someone to comment on how we may have it wrong and that we should accept it as a reflection of modern society. These devices whilst fun to use are ‘down time’ devices. Sorry, but if I saw this in one of my shops I would stop it right away.
This is an extension of the mobile phone issue which I will never tolerate. Anything that detracts my staff or I from giving our customers our full attention needs to be removed.
Both phones and ipods are an annoyance of mine. I have often enquired of customers if they needed any assistance or if I can help them find something only to be waved away, grunted at or ignored. In most instances, people will cover the phone mouthpiece or pull out their ear bud and say no thanks. It is very annoying when serving at the registers with a customer on the phone when you need to ask pertinent questions – Which account is taht on, do you pin or sign, would you like a bag, what machine do you have for your ink etc. For staff to do this is the height of rudeness, especially at a serving area
It is not just mobiles/IPods. In the commercial world, private use of the internet is a HUGE and costly impost on business, both in terms of wasted time and data cost.
The only ipod allowed is mine, which I use to help customers of the Post Office track their parcels vis the Aust. Post ap. Otherwise no phones behind the counter, greet each customer and let the phone ring if there is a customer to serve.
We unofficially allow our staff to check their mobiles during their shift. They have to keep them in their bag, either in a cupboard behind the counter or in the office. Generally no one abuses the privilege.
IPods are a definite no go while working though. I should say I’ve been guilty of having headphone in when I’m unofficially at the shop on the weekend (in plain clothes) and moving displays/stock around – certainly not when I intend on interacting with customers.
If a telephone rings I expect it to be answered. Even if one is busy serving, its only a matter of excusing yourself for 10 seconds to turn around and ask the person on the line to hold. Unanswered calls are a potential lost customer.
Refusing to serve a customer on a mobile phone is just a stupid business decision. A paying customer is a paying customer. You might not like it but they aren’t doing any harm. I’ve been caught a number of times being served in a store when I get a phone call from work. I take it (after apologising) because there’s a good chance it will be urgent if they’re calling me in the middle of the day.
Ricky, do you have something against Redbull in particular? I find it makes some of our team far more friendly/animated – especially early mornings and late evenings 🙂
Definately NO headphones allowed, my goodness. The phone debate here is an interesting one, if a customer is being served we do NOT walk away to answer the phone. It is like walking away to serve someone else, not on at all.
NO ear buds !!NO moblile phone. No eating or drinking at front counter
Neither can they browse google on the computer.
OR open letters from the Bank !! (todays gripe!)
I strongly agree that customers in the shop take precedence over those ringing up, however just letting the phone ring out is no way to handle the situation – surely the customers you’re serving will feel very uncomfortable? I believe we should excuse ourselves to answer, quickly put them on hold (ie give them no choice), then continue serving swiftly so as to not inconvenience the customer who’s made the effort to come in to our business.