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Make Sure Your Employees Aren't Falling for the Bait

机译：确保您的员工不会掉队

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Working with the general public can be tough at times. I don't have to tell our HVAC contractor readers that. Contractors and their employees are dealing with what are sometimes irrational expectations from their customers in regard to the service they should be getting. They want it done perfect, cheap, and yesterday. It is just the society we live in these days. There is a general lack of patience, and when anything goes wrong, people want their pound of flesh. It is your job as the leader of your business to prevent your employees from taking the bait. We have all seen it in other businesses - a waiter talking back to a customer (or worse), a cashier rolling her eyes at a question, or a grocery store employee snubbing an angry shopper. When customers are harsh or overly aggressive, reacting with retaliation and sabotage is an almost immediate response for employees. That was the conclusion coming out of new research from Julena Bonner, a professor at Utah State University's Jon M. Huntsman School of Business.
机译：有时与公众合作会很困难。我不必告诉我们的HVAC承包商读者。承包商及其雇员正在应对客户有时对他们应获得的服务的不合理期望。他们希望它做到完美，便宜和昨天。这就是我们当今生活的社会。人们普遍缺乏耐心，当发生任何问题时，人们就会想要一磅肉。作为业务的领导者，您的职责是防止您的员工上当。我们在其他业务中都看到过这种情况-服务员与顾客（或更糟）交谈，收银员问了问题，或者杂货店的员工不喜欢生气的购物者。当客户苛刻或过于激进时，对员工进行报复和破坏的反应几乎是立即的反应。这是犹他州立大学乔恩·亨斯曼商学院教授朱利娜·邦纳（Julena Bonner）的最新研究得出的结论。

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