Businesses have to romance their workers so that their workers will romance the customers.
Going back to May 2007, I went berserk about the Circuit City CEO who decided to fire experienced employees and managers in order to cut costs. I was outraged at the inhumane way the company treated loyal longtime employees.
It didn’t take an analyst to see what the result of the move would be: Customers walked when they couldn’t get any decent help in the stores.
Circuit City closed the last of its stores in 2009 and now the website will flip to TigerDirect.com by the end of the year.
Retail is entirely self-cleansing. If you don’t meet the needs of your customers, you cease to exist. Circuit City simply got what it deserved.
Remember, you’re nothing without your employees. Businesses have to romance their workers so that their workers will romance the customers. Managers should use specific individualized positive reinforcement when dealing with employees.
I compare it to the process of raising a child; you’ve got to nurture, encourage, support, and discipline that child with specific examples.