Meet Rant & Rave
Rant and Rave are fictitious employees who depict the best and worst in caring for customers — and they might be working in your organization.
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 big difference, positive or negative, on your bottom line.