Meet Rant & Rave

Rant and Rave are fictitious employees who depict the best and worst in caring for customers — and they might be working for you.

If your employees are acting like Rant, they may:

• Only be working for a paycheck
• Not care whether customers are happy or not
• View customers as interruptions to their day
• Often be rude or impatient and have a negative tone
• Complain about the company and its leadership
• Tell customers what they can’t do rather than what they can do

If your employees are acting like Rave, they will:

• Take ownership of their position and your customers
• Want to take care of customers
• Make customers feel special, giving them their undivided attention
• Smile and be pleasant and easy to deal with
• Do whatever it takes to make sure customers are happy
• Be advocates of your company

 

Are your employees acting more like Rant or Rave? How your employees act toward your customers will have a positive or negative effect on the experience they have with your company—and that will make a difference, positive or negative, on your bottom line.