Two key parts of any business are employee retention and brand imaging. Brand imaging is pretty self explanatory I think, you want people to see your companies brand in a certain way that, in the end, generates you revenue. Employee retention plays a massive role in this, and is why it is one of the key parts of any successful business. Once you find someone who fills a role, and fills it well, why waste time tracking down someone else three months later because you let that the pervious employee slip away for some reason? A great example of these two things? The recent Applebee’s waitress incident.
If you need to catch up on the incident, read the story here, otherwise we’ll keep moving along.
People like companies who protect their own in a reasonable manner. Organizations that treat their employee’s with a cattle like mentality don’t bode as well in the public eye compared to companies who would have taken a more “parent-child” approach and treated the situation as both a way to reach out to the offended customer and to teach their employee(s) a valuable lesson about conduct.
This brings us to employee retention. Successful business is built around the people you hire. It’s simple and it’s from the ground-up. You want the best people to stick around as long as you can keep them and you want to replace the one’s that don’t fit as soon as you realize they weren’t the right match. Firing this waitress was a poor move on Applebee’s part for several reasons. First, it shows other waitresses and waiters how fast their employer will trade their job to satisfy one angry customer. Second, they lost a great employee. If you haven’t read the link to her article I posted up above already, scroll back up and give it a quick glance, who wouldn’t want to hire her? I’m surprised she isn’t running for the next Ms. America pageant. My word might not be enough to go on about customer service, I know a lot of people think that the goods you provide out weigh the service you provide at the sametime, but glance over this article and then think it over a bit.
In short, Applebee’s didn’t handle this horribly, they conducted themselves well, but they did handle it wrong. Their image took a ding when it could have shown all their employees that they are behind them and willing to work with them on things and they also lost a great employee.