Respect doesn’t require extra time.
Just intention and attention. And
that can be the different between a happy customer and an infuriated hater who
leaves a one star review online.
Macinnis’s fascinating study about incivility found that customers are less likely to patronize a business that has
an employee who is perceived as rude. Something as simple as witnessing an
uncivil interaction can lead customers to negatively generalize about
employees, the organization, the brand and any future encounters with the
In fact, the study found that customers who experienced these moments
of incivility actually desired for revenge against the perpetrator. It’s called
deontic justice, which is a form of organizational fairness based on
what is the correct moral course of action for a company or an individual.
example, after witnessing an uncivil interaction, say, between a floor manager
and a forgetful waitress, customers are more likely to spread negative word of
mouth about the restaurant and ultimately take their business elsewhere.
businesses cannot overlook this reality. Because there’s always somebody
And so, if we’re insensitive and disrespectful and rude to the people
we work with, that display of a lack of human regard will trickle down to the
bottom line. It doesn’t mean we have to love everyone we work with. Be we still have to respect them. Even when they screw up.
Not acting how we feel doesn’t make us hypocrites, it makes us adults.
Incivility, on the other hand, is the easy way out.
Remember, each one of us is
accountable for our own happiness. Not just for the sake of our sanities, but
out of respect for the people we work with and work for everyday.
LET ME ASK YA THIS…
How is your company mitigating against the detrimental effects of incivility?
LET ME SUGGEST THIS…
For the list called, “99 Ways to Think Like an Entrepreneur, Even If You Aren’t One,” send an email to me, and you win the list for free!
* * * *
That Guy with the Nametag
Author. Speaker. Strategist. Inventor. Filmmaker. Publisher. Songwriter.
Never the same speech twice. Customized for your audience. Impossible to walk away uninspired.
Now booking for 2016-2017.
Email to inquire about fees and availability. Watch clips of The Nametag Guy in action here!