Your services may be pristine and your products may be one-of-a-kind, but at the end of the day it’s your employees who really work to make or break the success of your business. Amazing staff members can exponentially help your business’ overall quality of service and performance. As a local business owner, I’m sure you’ve witnessed this first hand. However, on the other side of the coin, all it takes is one bad apple - just one - to really send your business in a downward plummet.
The dangers of an awful staff member are vast and numerous. To shed a little more light on these negative effects — let’s discuss the 5 most notorious side-effects an awful staff member can have on your business.
1. Chasing Customers Away a.k.a. Losing You Money
An awful employee essentially acts as a customer pesticide. For especially service-based businesses, your employees demeanor and performance are by far the biggest contributing factors to a customer’s experience. Think about it — how would you react if for example you go in for a haircut and your stylist is miserable and rude, or imagine you get a massage and your masseuse has no idea was she’s doing? Well, you probably would never visit that establishment again because chances are there’s another salon or spa you can try down the block. A awful employee can send your customers running to your competitors, working to lose your business a customers and ultimately money.
2. Having to Give a Refund
3. Losing the Chance for a Referral
After experiencing an awful staff member, not only do you run the risk of the customer who dealt with the employee never returning, but you’re also destroying your chances of that customer ever referring anyone. Referrals can be huge for the growth of local businesses. In fact, New York Times reported in a recent survey that business owners found about 65% of their new clients were generated through referral programs. A negative experience with a disgruntled employee destroys your chances of ever accessing your customer’s network of friends and family — a truly major missed opportunity.
4. Causes Your Business Negative Online Reviews
Today’s customers won’t just blindly walk into your shop. No, today, people do their homework. Customers like to read up on the local businesses in their area before paying them a visit and they have plethora of sources to do so. One the biggest outlets your customers use to learn more about the local businesses in their area are online listing directories. Think Google My Business and Yelp.
They go to these popular sites to look at your customer reviews. In fact, 88% of customers say they use online reviews to evaluate local businesses before ever actually stepping foot through the door. So, if you have a negative employee who causes a customer to have a poor experience at your business, you run the risk of that customer taking to your online profile and writing you a negative review. This can easily work to deter onlookers from ever stepping foot into your shop.
5. Gives Your Business an Overall Bad Reputation
Think your business’ reputation has been put in jeopardy because of an awful employee? See how Frederick can help you rectify the situation.