by Steve DiGioia, Featured Contributor
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 principle 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”?
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. 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?
Remember, they’re watching you…
Steve, great points. Once while having dinner with a famous stage entertainer, he said to me, “I feel sorry for you having the job you have”. I found that a curious statement, so I asked why. His response was that I was always on stage and being judged by my performance and that of those I employed. He was only responsible for his own performance and that for just a few hours per week.