Whether you’re a business owner, manager or employee, you’re still a human being. But a few very human mistakes can drive customers away, get you disciplined or even lose you your business or job. Do your best to avoid the following:
Getting caught venting. Customers aren’t always right — sometimes they ask for unreasonable allowances, try to skip out on their bills, or just take a bad day out on you. You’ve got every reason to vent, but should always do it out of earshot of customers and with people that you trust to keep your confidence, and to understand that you’re only venting.
Trash talking or gossiping. This falls in the same category of venting, but since it’s not as emotionally charged you might not even notice you’re doing it. Remember that however private that restaurant booth feels, odds are your neighbors can hear you just fine. And although it doesn’t happen very often, it’s still possible that the very client or supervisor you were dishing about is going to be in the next booth over.
Posting online. Online posting, and in particular social networking, can be beneficial for your business. It’s a great way to draw traffic (and advertising dollars) to your website, spread news about new items, service or sales, drum up new clients and keep in touch with existing clients.
But there’s really no such thing as private communication on the Internet; glitches or one dishonest person are all it takes for supposedly private information to start making the rounds. This ties in with the other tips but goes double — don’t get caught venting, trash talking or gossiping online.
If a client, fellow employee or boss sent you a nasty e-mail, go ahead and write back — but remove the e-mail address or send it to yourself. Once you’ve cooled off, you can turn around and write another reply.