Dealing with Frustration by Rick White, President 180BIZ
Today I want to talk about frustration. Why is this a big deal? Because 44 states are relaxing their “Stay at Home” guidelines. More people are starting to come out. There are a lot of people that are frustrated. There are a lot of people that are angry. There are a lot of people that feel like they have been forced to do things they don't want to do. And you're going to start seeing more and more of them in your shop. You can't go into this thinking it's business as usual. This is still not normal. You’re going to start getting busier. Be very, very intentional here. If nowhere else, please be intentional here.
Frustration levels of some people are higher than they normally are. We're all a little bit on edge. We're ready to get things back to the way they should be. But you know, you're going to have guidelines. Some States that are requiring masks. Some are requiring curbside only. Some are requiring 50% capacity. I saw on the news this weekend where an older gentleman was in a pharmacy and was asked to put a mask on. He refused. Then he sneezed wiped and wiped his nose on an employee’s shirt. Those kinds of attitudes are out there.
The tensions are high, and you don't know who's walking in. You're expecting them to be like you. That's what we do. We project what we're feeling onto the people around us. So, I'm going to ask you to step back and do three things.
You need to do these emotional temperature checks every day while all this is going on. You must be the center of calm. That's why you do the emotional temperature check first yourself. You've got to do that first and get yourself in the right in the head, right in the mind to move forward. Don't pretend it's not there.
I woke up this morning and I felt a little defeated this morning. I really did. I felt defeated. I don't know why, I just did. I asked myself that question, “Is it real?” And the answer is no, of course it's not. So, at that point I thought about what I was grateful for? And I talked to Brenda about it and it made all the difference in the world. So be aware of how you're feeling. It makes a huge difference. Then do an emotional temperature check every morning with your team. You could have a tech that's on simmer where all it will take is one thing for that tech to blow. So, do this emotional temperature check every morning.
Let people know what's going on. And then from there, train your staff to connect with your customers emotionally. Everyone will connect with them on the car level. But see the person first. Connect with the person first. Literally it could save someone's life. You don't know how frustrated they may be. So please deal with this in your shop, in your business, and even with people that you're dealing with outside of work.
I hope this helps Take care. God bless.
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