Our retail team has developed this weird dynamic where the veteran employees have their own way of handling difficult customers that's completely different from what we train new hires to do, and I've been watching new people get confused and frustrated while the veterans act like their approach is obviously better. Everyone knows this is happening but we've never actually talked about it as a team and I think we're losing good people because of it.
More people experience this than they realize.
Your veterans and new hires do things completely differently and no one will address it.
“Where Are You with Consumer — Retail Operations?”
If this sounds familiar, the Library can help you find the bigger picture.