The scene is a common one these days. Lines of people waiting to pay in a restaurant, retail establishment, or grocery store. Tempers flare. Customers yell at staff and wonder why there’s only one person checking people out. Your staff thinks, “Who needs this?” and they’re not wrong. They feel overworked and underappreciated. Customers are demanding and loud. Customers vow not to return. It makes for a bad situation for everyone.
So what can you do to ensure it doesn’t happen in your business?
Dealing with angry people during a staffing shortage is not easy, especially since one problem creates the other. People are angry because they have to wait. People have to wait because you are short staffed. No one wants to work in an environment filled with angry people.
Here are some things you can do to diffuse the situation.
A few years ago, a trend hit—customizing your offerings to what your customers wanted. It involved surveying every part of their experience and shaping your business based on results. Customer-designed offerings kept a lot of businesses alive during COVID. The idea is a great one, give them what they want, make them feel important, and they’ll return.
This premise was so widely adopted that we all became professional survey takers. Now every moment you spend with a business (online or in-person) is followed by a survey on your experience. From airlines to doctors, they’re all doing it. These requests are exhausting and make people regret giving out their emails.
But it’s important to ensure your business offerings are in-line with what your customers want, right? So how do you ensure this without giving them survey fatigue? Here are a few ideas that will help you get the information you need without annoying them.
Fly fishing is fascinating to watch. It involves a series of movements that lure a fish into biting. It’s more about the rhythm than the bait. “Landing” a loyal customer is much the same.
You can easily get someone to buy from you with a discounted price or crazy offer. But that’s not sustainable. In the long run, you want that customer to keep returning to buy from you, or at the very least, refer you to others.
That takes a certain finesse.
And like fly fishing, it requires an ability to put it all together in a fluid motion. While looking for customers on Instagram is just one component of a marketing strategy, it can be an important one if you’re trying to increase visibility.