Taking Action VS Remaining Silent - tanTALK

Bronze Star · 01-09-2002, 11:37 AM

An employee recently gave her notice at the salon where I go. I love this salon! I would NOT switch for the world... except there was a problem. This employee was distracted, on the phone, constant visitors... always off by ten to twenty minutes. I put up with it... why? Because (contrary to popular belief) I didn't want to tell the owner what to do. I didn't feel comfortable complaining or bringing it to her attention. I wasn't aware that the service (or lack thereof) that I was receiving was happening to all the clients and not just me.

So today, I inquired as to the reason for her leaving and finally clued the owner in on what was going on. To my dismay I discovered that it was rampant and no one else had complained either. Now that she's gone the clients are coming forward. Why didn't any of us say anything? Gosh... I am at aloss for this one. The owner gave me a very heartfelt apology, but I apologized in return for not speaking up. She seemed genuinely concerned that I would have left to find greener pastures. I wouldn't have, I assured her I would have said something before leaving.

We have an understanding now, I will speak up next time. And she won't overlook employee inadequacies for the sake of friendship with an employee.

Becky · 01-09-2002, 11:49 AM

I know how you feel Laurie. I have had the same concerns over the years in many settings.

Do you say something or not? You don't want to seem like a whiner or tattler.

However, over the years I have found it is usually beneficial to notify the manager/owner whenever I encounter a customer service problem. I always do it in a non-confrontationl way though.

Usually, the problem gets resolved and we are all happier afterward.

Tracie Williams · 01-09-2002, 12:28 PM

This has happen to us as well. Once an employee is gone it is amazing what comes out of the wood work about them. I have had casual conversations with customers who admits to having problems with certain employees but didn't feel they had the right to say anything.

If it isn't the customer's right then who's right is it. All that we do and put into our work and our salons is for our customers. If there is a problem that dissatifies them we must know.

As I told that customer and my employees in regards to my managing abilities. If you don't tell us about the concerns you have then I can't correct the problem nor can I grow as a manager and learn from my errors. None of us are perfect and for the most part our customers enjoy us as you enjoy your salon Bronze and feel they may ruffle some feathers if anything is said. Not at all! I need to make it better for you and to do that I must have all the facts.

No one is going to break policies while managerment is around. Customers are truly our eyes and ears when we can't be there to witness the "real" deal!

So to all the customers who do speak up, thanks and for those of you who don't, it is your right and priveledge. You pay for that service. Demand the best!

Shannon_tyh · 01-10-2002, 11:43 PM

Very well put Tracey.

I definately want to know what is going on in my salon when I am not there. I too, have experienced the bomb dropping on me after someone had left.

roger · 01-23-2002, 12:02 PM

I am never silent. I ask to talk to the owner and let her or him know as soon as possible. Because this is what I want my costomers to do. That way everyone is better off.

Cha-Ching · 01-31-2002, 02:41 PM

I had this same problem and solved it, but the solution may not be applicable to all parts of the country. We are located near Silicon Valley in Northern California, the headquarters of the computer industry. Almost all of my customers have computers in their homes.

I have installed acrylic 81/2" X 11" sign holders in all my tan rooms. I place a sign in every other room asking "How are we doing?" E-mail the owner @ ______________.

I find out about undesirable employees before they can infect the morale of the store. It works!

The other half of the sign holders in the rooms advertise lotions and promotions.

Cha-Ching

BooBop · 01-31-2002, 07:47 PM

Great Idea ChaChing. Mind if I borrow it? I have pretty good employess, but you never know how someone else may feel and do not want to say anything face to face.

MJ · 02-28-2002, 07:34 PM

lOVE THAT IDEA.
EMAIL THE OWNER!!!!!!!
MJ

fungirlz · 02-28-2002, 11:24 PM

My Staff makes relationships with the clients......
I have relations with my staff..
I make it a point to have better relationships with my clients..
and stay very close to my "in charge" staff.

SLI-HOT · 03-02-2002, 05:51 PM

We use a "How're we doing?" customer response card. We leave them on the vanity and have a drop box so people can respond annonomously.

We also ask for suggestions and award little prizes for great ones. (Employees even use these)

Bartman

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01-09-2002, 11:37 AM	#1 (permalink)
Bronze Star Join Date: Apr 11 2001 Posts: 2,693 Rep Power: 24	An employee recently gave her notice at the salon where I go. I love this salon! I would NOT switch for the world... except there was a problem. This employee was distracted, on the phone, constant visitors... always off by ten to twenty minutes. I put up with it... why? Because (contrary to popular belief) I didn't want to tell the owner what to do. I didn't feel comfortable complaining or bringing it to her attention. I wasn't aware that the service (or lack thereof) that I was receiving was happening to all the clients and not just me. So today, I inquired as to the reason for her leaving and finally clued the owner in on what was going on. To my dismay I discovered that it was rampant and no one else had complained either. Now that she's gone the clients are coming forward. Why didn't any of us say anything? Gosh... I am at aloss for this one. The owner gave me a very heartfelt apology, but I apologized in return for not speaking up. She seemed genuinely concerned that I would have left to find greener pastures. I wouldn't have, I assured her I would have said something before leaving. We have an understanding now, I will speak up next time. And she won't overlook employee inadequacies for the sake of friendship with an employee.

01-09-2002, 11:49 AM	#2 (permalink)
Becky Waiting Confirmation Join Date: May 7 2001 Posts: 1,006 Rep Power: 0	I know how you feel Laurie. I have had the same concerns over the years in many settings. Do you say something or not? You don't want to seem like a whiner or tattler. However, over the years I have found it is usually beneficial to notify the manager/owner whenever I encounter a customer service problem. I always do it in a non-confrontationl way though. Usually, the problem gets resolved and we are all happier afterward.

01-10-2002, 11:43 PM	#4 (permalink)
Shannon_tyh Join Date: Nov 16 2001 Posts: 261 Rep Power: 23	Very well put Tracey. I definately want to know what is going on in my salon when I am not there. I too, have experienced the bomb dropping on me after someone had left.

01-23-2002, 12:02 PM	#5 (permalink)
roger Join Date: Oct 22 2001 Posts: 114 Rep Power: 23	I am never silent. I ask to talk to the owner and let her or him know as soon as possible. Because this is what I want my costomers to do. That way everyone is better off.

01-31-2002, 07:47 PM	#7 (permalink)
BooBop I love Derf!! Join Date: Apr 5 2001 Age: 66 Posts: 7,766 Rep Power: 28	Great Idea ChaChing. Mind if I borrow it? I have pretty good employess, but you never know how someone else may feel and do not want to say anything face to face.

02-28-2002, 07:34 PM	#8 (permalink)
MJ Join Date: Jan 21 2002 Posts: 2,709 Rep Power: 23	lOVE THAT IDEA. EMAIL THE OWNER!!!!!!! MJ

02-28-2002, 11:24 PM	#9 (permalink)
fungirlz Join Date: Jan 17 2002 Posts: 4,339 Rep Power: 24	My Staff makes relationships with the clients...... I have relations with my staff.. I make it a point to have better relationships with my clients.. and stay very close to my "in charge" staff.

03-02-2002, 05:51 PM	#10 (permalink)
SLI-HOT Join Date: Feb 5 2002 Location: N. Colorado Posts: 98 Rep Power: 0	We use a "How're we doing?" customer response card. We leave them on the vanity and have a drop box so people can respond annonomously. We also ask for suggestions and award little prizes for great ones. (Employees even use these) Bartman

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