More and more we are seeing confrontations at businesses, malls, in traffic, and on the streets. Often the key in handling them without hurting your company reputation is to listen— particularly to your customers. Imagine if United Airlines had listened to the first person who asked them to not eject a customer from their flight. The situation could have been handled so much better by acknowledging they had a point and finding another solution. Here are a few steps your company can take to make sure that your team does better.
Stop and listen to your customer and the public’s concerns.
Find another alternative and seek a win-win solution.
Sometimes an objective observer can find a better solution. In the case of United Airlines and the person they ejected from their seat, it would have been better to explain their crew shortage honestly and offer more money for a ticket.
Offer empathy. Listen to the complaint and repeat it back to them in an empathetic and understanding way. As you do so, actually pretend it was you or someone you care about with the complaint and you will likely find a solution that addresses their concerns. Most times we just want to feel heard.
Teach your staff when to contact a manager especially if something is escalating at your property.
Give your staff the authority to solve problems on the front line and make company policy clear on when it’s okay to be physical (imminent danger) or not.
Express your concerns so that onlookers can hear and understand your issues and observer your company being professional, reasonable and helpful. If they only hear from the person complaining your company looks like the problem.
Always try to resolve issues verbally and be friendly and professional-never physically.
Respectful conversation trumps aggression every time. It calms everyone and the company looks better.
South Bay Security is the local security authority of the South Bay providing patrolling, security and safety programs for residents and businesses in cities from El Segundo to Long Beach. They specialize in protecting their clients’ properties, while upholding the respect and dignity of their clients and their employees, as well as the public. For more information on their mobile security or full service, contact them at 310-539-3505 or by email. Set up a time to review your security needs and address concerns. South Bay Security is located in the Rolling Hills Plaza where they also provide the security, as well as at many other South Bay locations. Visit their website at: southbaysecurity.com.
There are a few simple steps that can help you deter burglary at your home or office. It really is true that an ounce of prevention is worth a pound of cure. Let your family & employees know that you care about their safety and security and be sure to share these tips with them, especially if they open or close your business when traffic is light.
Keep valuables out of sight
Always close & lock all doors & windows before leaving your home or office. Try them yourself to be sure they’re locked.
Close all shades & minimize observation from outside.
Look out the window before opening the door to leave to ensure no one is waiting outside. Leave and arrive with someone else when possible and make sure they leave ok.
Contact security if you feel the need (strangers or shady characters), don’t think twice.
Have a neighbor or mobile security patrol arranged for your absence or if your store is closed for a period of time.
Set indoor and outdoor lighting on a timer to keep observation of your building easy for neighbors to see.
If possible, leave music or TV on at your location to project a feeling that someone may still be inside.
Keep valuables unobservable from the street or windows.
Move any property inside before you leave (or lock it up).
Provide neighbors & fellow shopkeepers with your emergency contact information and let them know you want to be alerted if someone, or suspicious activity, is near your property.
Let property managers or local authorities know when you or employees are not following your normal routine (i.e. new employees—particularly the alarms).
Do not let flyers, newspapers, trash, vandalism or other items build up around your location. Have someone clean or fix it daily.
South Bay Security is the local security authority of the South Bay providing patrolling, security and safety programs for residents and businesses in cities from El Segundo to Long Beach. For more information on their mobile security or full service, contact them at 310-539-3505. Set up a time to review your security needs and address concerns. South Bay Security is located in the Rolling Hills Plaza where they also provide the security, as well as at many other South Bay locations. Visit their website at: http://southbaysecurity.com.