My old soldering iron died a few days ago so on Saturday I dropped into a major hardware chain to grab a new one. I got a great lesson in how not to do retail.
Once I had chosen a soldering iron I headed to the tool counter where there were three staff members chatting. The assistant on the customer side of the counter moved slightly, just enough to allow me to put my item on the counter, but continued chatting with the other two.
They kept their conversation going while the female assistant scanned my item without even acknowledging me. The only time she spoke to me was when I handed over my plastic card and she asked which account I wanted to use.
I can’t speak for everyone at the company concerned, and I’m sure they have plenty of dedicated staff members who provide excellent assistance, but for those three staff members it seemed more about going through the motions while waiting for pay day.
When a friend heard about my experience she told me about a similar experience at the same store which caused her to go across the road to a smaller retailer where prices where slightly higher. The other retailer couldn’t compete on price but they cared enough to give good advice and great customer service. It’s not hard to understand why they made the sale that day.
What’s going on?
These incidents got me thinking. I reckon the small retailer in my friend’s story did the right thing because they owned the business. They weren’t just waiting for pay day. In fact, if they didn’t do the right thing, there would be no pay day. Owning a business means that you rise and fall with the successes and failures of the business. If the customers stop walking through the door you can’t just go get another job.
Also, if you own a business you usually work in an area of interest or even passion. Someone with a love for food is unlikely to buy a gardening business. They’re more likely to start a restaurant or buy a cafe. It follows that the business is less likely to feel like a drudgery to the owner because they’re doing something that creates a real spark for them.
Ownership changes everything.
Obviously it’s not practical to have every business only staffed by business owners but it is possible to build a sense of ownership amongst employees. It might be a different kind of ownership but ownership does change everything.
I don’t own the radio station where I work but I have a strong sense of ownership. I own the vision and the values of my workplace. I truly believe in what we’re doing and I believe that I’m playing a vital part in furthering our purposes as a radio station.
That ownership extends to a wide range of areas. It means that I’m constantly aware of the fact that I represent the station at all times, not just when I’m at work. I don’t want the radio station’s reputation to suffer, therefore, if it’s under my control, I won’t do anything that would see that happen.
If the time ever comes to move on to a new job you can be sure that it’ll be to something that I can feel passionate about; something that gives me that sense of ownership.
What do you own?
Ownership isn’t just restricted to work. I have a sense of ownership for a range of things in which I’m involved.
How about you? Do you own your job or is it just a way to fund your life? Do you have other interests and involvements that create a sense of ownership for you?
Post Script: I was asked to forward details of the hardware store incident to the chain which I did yesterday. The manager of the hardware store concerned has phoned me to say that she is investigating what went on over the weekend. She has reviewed CCTV footage which backs up my explanation of events and she is not happy. She has promised to get back in touch with me once her investigation is complete and she has spoken to all involved.
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