Handling Difficult People & Employees | Do you obey the 5 commandments of customer communication?

As a small business owner, you wear many "different hats" from strategic planner to bookkeeper. However one area may owners aren't prepared for is managing people. Although employees allow you to get more work done, they create a whole new series of problems from hiring issues to worker's compensation. And there is no way to tell if the people you hire today are going to be a good fit for your company. At a certain point, you might find you need a crash course in handling difficult people.

Many conflicts can arise between small business owners and their workers. These problems can range from salary disagreements to performance problems. A conflict with one of your employees, for example, can cost you a valuable client because he or she is misrepresenting you and your company. On the other hand, one of your workers may have attendance issues or may refuse to perform certain necessary tasks.

Whatever the issue, difficult employees all have one thing in common. They will negatively impact your business. So as a business owner, you must accept the realities of handling difficult people. Here are a few tips that will help you deal with such individuals.

Handling difficult employees? Here's what you must do before they destroy your business.

Every time you interact with your customers or prospects, is a chance to enhance the image of your company, and thus be more profitable. In a world, where technology seems to be driving business process, it is vital that you start with the basics. This article describes the 5 core principles behind customer interaction.

Whether you are a one person band, or a company with 5,000 employees, it is vital that everyone sings off the same hymn sheet. By this I mean that customers should experience the same positive proactive experience, regardless of whom or where within your company the interaction comes from.

People may not buy everything on the internet, but recent statistics indicate that 70% of purchases are researched on the internet today. A large proportion of these are then made in person at shops.

Imagine the scenario; you have looked on a lighting company’s website, and seen a lamp that you like, but you really want to see and feel it in the flesh as they say. You go into the shop, and ask for it. “Oh, but we don’t have that in stock” they say! You explain where you saw it, starting to get frustrated. They explain to you, speaking slowly, treating you as someone who just doesn’t really understand, that just because it’s on the web, doesn’t mean they have it in the shop.

How do you now feel about that company? I would walk out and go somewhere else.

Every time someone external communicates with your company is a chance to impress. Maybe it is time to review what you are doing. Take a look at, what I call the 5 commandments below and see how you score;

Be consistent in what all employees say and do, across all channels of communication.
Make it easy for customers and prospects to contact you, using whatever method suits THEM.
Respond to all contacts in a professional and timely fashion.
Track all communications, and ensure appropriate processes are in place to ensure appropriate action is undertaken in all instances.
Constantly check how you’re doing and is everything working, by asking your customers prospects and employees for feedback.

There is one common theme, in addition to the external contact that runs through all of these commandments. That is one of internal communication.

In order to communicate consistently with people outside the company, you first must learn to communicate effectively inside your company. You may want to check if everyone understands your company’s vision and mission.

I will address this issue next month.

About the author:
Business Owners who need more sales and better marketing advice, turn to Peter Lawless, of 3R Sales & Marketing – . For previous articles and interviews like this, visit our website and subscribe to Success. We also provide free Sales & Marketing Assessments for Business Owners with an Irish Connection.

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