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.
A team is operating with incompatible standards that everyone recognizes but no one addresses directly.
“Where Are You with Consumer — Retail Operations?”
Peri can explain why this happens, help you decide if this is the right situation for you, and point toward the right journey or coach.
If this sounds familiar, the Library can help you find the bigger picture.