How to Ensure Your Employees Are Show Ready

by Dennis Snow

Even if you have been open for business in some form, the likelihood is that you’re still ramping up, and your employees must be ready. No matter what type of business you operate, the performance of your employees will likely be the driving factor in the quality of the customer experience during what could be a confusing and emotionally charged time. It’s best to think of this as an opportunity to re-onboard your people, even those who might have been working in some capacity during the coronavirus shutdown. Here are some key onboarding topics to be planning right now to ensure that your employees are show ready when the time comes.

1SAFETY FIRST. The No. 1 consideration is: How will we ensure the safety of our customers and employees? Every employee needs to know what safety equipment is available, how to use it properly and what the safety non-negotiables are. Most customers are going to be very conscious of your organization’s attention to safety. So, your employees need to know exactly what’s expected of them in making sure everyone and everything is safe.

2WARM WELCOME. How will we welcome our customers back? Even if you’ve been open in some format, you’ll still be welcoming a lot of customers back to your business. Talk to your team about what that welcome should look and sound like. Role play until everyone knows how to ensure your customers know that you and your team are thrilled that they are back and appreciate their business. Those first few days of operation will set the tone for how customers feel about your operation. Don’t leave that feeling to chance.

3FOND FAREWELL. On the other side, what does a fond farewell look and sound like? How should customers be treated as they end their visit to your business? Discuss with your employees ways to encourage your customers to come back, spread the word that you’re open and just generally feel good about what just happened. While you don’t want employees to sound robotic, there’s nothing wrong with being clear about the tone and intent of how that fond farewell should go.

4HANDLING PROBLEMS. What should employees do when there is a customer problem or complaint? There might be problems or misunderstandings that occur because of safety procedures that customers are now expected to follow. Is there a way to head off those misunderstandings before they occur by “training customers” when they arrive?

There have been a handful of news stories about dangerous employee/customer confrontations that have occurred, and I think we all need to be in constant learning mode on this one. But be proactive and discuss potential problems with your team and how to handle them in a way that still makes customers feel respected and valued. And on those rare occasions when a customer situation starts spinning out of control, train your employees on exactly what to do and how to get you involved. Again, be hyperfocused on learning and evolving with each challenging customer situation.

Those first few days of operation will set the tone for how customers feel about your operation. Don’t leave that feeling to chance.

5THE BIGGER PURPOSE. Reconnect your people with the bigger purpose of their jobs. A job’s purpose is always bigger than a job’s tasks. A gym is helping people live longer, healthier lives. A bank or a credit union is helping people have a bright financial future. A salon helps people feel good about themselves ... you get the idea. Tell stories about the impact that employees have on customers beyond the mechanics of the job. When your customers come back to your business, you want them to sense the pride that your employees feel in what they do. Build or rebuild that employee pride right away.

Most of what I’ve talked about in these five points will apply to onboarding employees at any time, regardless of the circumstances. But for many organizations, this reopening time is a critical moment in the organization’s future success or failure. Look at it as an opportunity to re-engage your team and deliver an outstanding customer experience. People have been cooped up for a long time, and just about everyone is hungry for outstanding experiences. So, here’s something to think about: What can you do right now to ensure that your team is show ready when your customers return? S

DENNIS SNOW is the president of Snow & Associates Inc. Dennis worked with The Walt Disney Co. for 20 years and now consults with organizations around the world, helping them achieve their customer service goals. He is the author of “Unleashing Excellence: The Complete Guide to Ultimate Customer Service” and “Lessons From the Mouse: A Guide for Applying Disney World’s Secrets of Success to Your Organization, Your Career, and Your Life.” You can reach Snow at 407-294-1855 or visit his website at www.snowassociates.com.

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