Have you ever wondered how the treatment of customers in a retail shop can turn into a reputational nightmare?
With the pandemic in full swing, shop managers and owners are cautious of adhering to the COVID 19 protocols.
What happens when the shop owner doesn’t have the necessary signage at the door, and more people walk in to buy products than is allowed? Do you shout at them to get out, only five people are allowed in your shop or do you follow a more diplomatic approach?
The latter did not happen at a bagel deli, nor was there any signage to warn customers of the rule. Shouting from behind the counter by the owner startled the incoming customers, and the customers already in the shop also left the deli. The correct approach could have prevented a negative outcome.
It does not matter if you make a great bagel if the person serving and interacting with the customers mistreat them. Reputation exceeds the quality of the product, especially if you can find the same product at a different shop.