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Manners Matter: My Employees Are Burned Out

Dear Mary Pat,

 

I’ve noticed that my employees are starting to get a little impatient with customers. Most of them work lots of shifts throughout the week, and quite a few of them work two or more jobs. How do I help them overcome burnout? It’s obviously not good for my business if customers aren’t all treated with patience and kindness. I’m afraid I can start to feel a little burned out myself this time of year. When you work nearly every day and put in 80 hours a week, it can be difficult to keep a smile on your face. We have a lot of great customers, but it’s always those few bad apples that can get under your skin.

 

Signed,

Fatigued

Sister Bay, Wis.

 

 

Dear Fatigued,

 

Your employees are going to look to you and your behavior and you will have to set the tone for great customer service and a positive attitude. It is way easier said than done, especially this time of year when everyone is feeling the effects of working too many hours and answering the same questions over and over again.

In order to help your employees battle through, think about the working environment that you create and ask yourself if there is room for improvement. Do you encourage your employees to be positive? Or do you join in with their complain-a-thons? Do you remind them that customers are responsible for your livelihood and their paychecks?

Since you and your employees are spending a considerable amount of time at work and with each other, try to enjoy it. Make things fun for them. Treat for lunch or surprise them with a little treat or bonus. Most importantly, be sure to thank them for their hard work. When people feel appreciated, that goes a long way to improve their attitudes.

Don’t let any of those bad apples rent space in your head. The summers are too beautiful and too short here to spend one minute worrying about a few cranky customers.

 

Good luck,

Mary Pat

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