WHY IT IS TRUE: A salesperson inadvertently leaves an expensive bracelet exposed on a counter pad, a staff member gets into a shouting contest with the customer, or any other violation of store procedure … Your instinct is to attack the problem right up front, your voice raised, your eyes blazing, because a serious infraction has just occurred.
PLAN OF ACTION: Rather than losing control and embarrassing yourself on the sales floor, take the offender into your office, close the door and privately deal with the situation. Ask the individual what happened, why it happened, and discuss in a calm professional manner the disciplinary action, if any, you plan to take. Be firm, but fair and respectful. Everyone makes mistakes, some more serious than others. The manner in which you deal with this situation will impact every individual in your store. — David Richardson
This article originally appeared in the May 2015 edition of INSTORE.