Tale of Two Staff


We were at a department store recently and saw a T-Shirt that we like. We couldn’t find the right size on the rack and looked around for a sales assistant. No one in sight. So I approached the cashier.

“Hi miss, could you direct me to where I could find your colleague to look for a t-shirt size?”

“All the sizes are out on display”.

We checked the mannequin and the t-shirt was the right size. We finally found a sales assistant. He said he will check in the store room for the size first.

There was a size available.

For the cashier, it was the easy way out.

For the department store, it was a lost sale that was recovered by the customers’ determination and the service attitude of the second staff.

Insights gleaned:

🔹 All employees need to understand the impact that their actions have on the business. Their care-less attitude affects the profitability of the business which determines the status of their employment.

🔹 All employers need to consistently coach their employees on business building/ service and to recognize/ reward those who perform.

🔹 Refresher trainings and coaching is important as complacency and a jaded attitude may set in for long time employees. Advice from the supervisor when we chatted with him to compliment the second staff.