Mary is the first coming to our spa, a facility of 400 m2 that my wife and I opened more than 3 years ago with high hopes . We find good girl, but every employee always improve slightly. Mary, who opened the place, is serving the first customers until we got my wife and I along with other employees. Mary is very point, it never fails, but always forgets something (hand towel to the customer without being prompted, for example). We know that the client notices those small but important ways. Sometimes we think is a little late, that these functions should be putting it even as a requirement before hiring her.
Does it sound the status quo? Probably yes, because it can occur in any of our business. Our employees have been recruited for their skills but, however, often lacking in something as important as the right customer care.
is
clear that nobody is perfect and that everything comes with practice but as entrepreneurs in this sector we have on our computers to people with a certain base supplemented with appropriate training, can become a good professional in communicating with our customers.
To this end, the task starts in the selection of staff and continues to clearly inform our staff about their duties. English is what is called "job description". More than ever, health and beauty sector requires that each employee is furnished a job description, something that certainly provides benefits both the employee and the employer:
- is suitable for the employee understands the job for which they were hired
- It helps the employer to decide the qualifications needed to interview and select
properly - Avoid future problems in the relationship with our staff
We are in a difficult environment and increasingly competitive. Consumers tend to spend less and less and choose more seriously where it is spent. Do we have people like Mary at the risk of losing customers? Or put another way: Would we have avoided the situation with Mary if we had made clear its functions and features of your job?
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