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25 things your employees should never do during the holidays

December 2, 2011 by Bob Phibbs — CEO, The Retail Doctor

The holidays are almost here so I've revised my list of blunt reminders for both staff and owners of specialty retailers. Unless you stop them from happening, they will start a chain of events that will become unmanageable.

They are by no means all the "don'ts" but especially at the holidays, they can make the difference between hearing, "I'll take it," and "I'm outta here."

1. Do not let anyone enter the shop without a warm greeting.If you can't or won't do that, go work at Macy's.
2. Never say it's "slow," "dead," or voice any negative thought, we get enough of that from cable.
3. Leave your problems at the door– no one wants to work with high drama whether that's your daughter's lost keys or your boyfriend's mom had a facial appointment.
4. Don't come to work sick– ever.
5. Don't complain about Christmas music, it's playing for the customers, not you.
6. Don't arrive late saying there was "traffic."Of course there was traffic, it's the holidays. Plan accordingly.
7. Don't change into work clothes that you've had scrunched into your backpack all day – leave the wrinkled homeless look for the streets.
8. Don't keep asking if you can go home early unless you are prepared to ask if you can come in early for the day after Thanksgiving or Christmas.
9. Never reply to a customer inquiry with, "No" unless it is immediately followed with, "But we have..."
10. Don't just ask questions that can be answered with a "yes" or "no." You're paid to converse.
11. Don't ask if there is "anything else?"Suggest one item that logically goes with what they are purchasing.
12. Don't say you're "not authorized" to give a discount,they'll just ask, "Then who is?"
13. Saying, "No problem" is a problem. It sounds condescending like, " it's just you – I'd do the same for my dog." "You're welcome" is the "A" answer.
14. Don't walk past a discarded wrapper, used diaper or other leave-behinds of customers. Pick it up and dispose accordingly.
15. Don't stand in front of the store looking bored.
16. Don't check out. If you ask, "Did you find everything OK?" listen to the answer and fix whatever is not right.
17. Never say, "I don't know"to any question without following with, "I'll find out."
18. Do not ask, "Have you been helped yet?" Open your eyes! Know before approaching a customer who has been waited on.
19. Never take a return without asking what went wrong.Obviously, something didn't work and many times it can be fixed or exchanged without refunding the cash.
20. Do not have a personal conversation with another employee within earshot of customers.
21. Do not eat or drink in plain view of customers. That means no food visible on a shelf or the counter either.
22. Never reek from perfume, cigarettes or body odor. You're not a teenage boy. And if you are, don't do it either.
23. Do not refer to two women as "you guys."There's a big difference – you can tell by looking.
24. Never acknowledge one customer over and above another, especially the one in line behind others you do not know. All customers are equal, even if the one at the back of the line is your best, wait until all others have been helped.
25. Do not gossip about co-workers or customers within earshot of customers.Better yet, don't gossip.

These are especially bad during the holidays but shouldn't be tolerated any time of year; the holidays just make it more urgent.

For another 25, see my full post at http://www.retaildoc.com/blog/50holidays/

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