Earning Respect; Allowing a person to save face will always help you earn it.
I just sat through an excruciating meeting. Not because it was long or boring but because of the actions of one of the participants.
During the meeting this business manager ripped into one of his staff while that person was in attendance and in front of everyone else at the meeting. Not only was the staff member clearly upset by the reprimand (earned or not), but she was also incredibly embarrassed at the public flailing. She had no where to hide with no opportunity to save face and her discomfort derailed the productivity of the rest of the meeting. Plus it undermined her position of authority in the eyes of the rest of the meeting participants.
If you find yourself in the position of handing out reprimands, show some sensitivity, do it privately. Not only will your staff member appreciate it, but you will earn their respect and your clients won't think you're such a pompous ass.
Welcome to the blog called Touch Points. We all have good and bad Customer experience stories that have happened to us when we have shopped or dealt with companies around the world. This blog is for you and me to learn what it might take to improve customer service. You are invited to submit stories that will hopefully lead us on a journey together. The destination is known but the map hasn’t been drawn to get us there yet. We are the explorers who will chart this course that will help us and others improve the touch points in their businesses. So put on your loosest, most comfortable travelling clothes, because here we go. Enjoy the trip!