Business Education

I Just Learned One of My Best Employees Criticized My Business On Social Media, What Should I Do?

You’ve just discovered one of your best team members has criticized your company on social media. So, you’re wondering what to do about it. Well, that depends if the comments were overall positive or negative. If the former, there’s quite a bit you can do. However, if it’s the latter, there’s relatively little you can do. Read on to learn more about how to deal with employees who criticize their organizations on social media.

Dealing with Negative Employee Comments about Your Business

Let’s begin with a negative situation. You’ve recently found out a great employee (who you like and trust) has made some really disparaging comments about your company — maybe even directed at you personally — on social media. Now, you’re wondering what to do about it. If the comments are negative and harmful to your business’ reputation, you most definitely need to address the situation immediately.

Criticism in the workplace can be constructive if an individual is pointing out concrete inefficiencies and offering suggestions for positive improvements; or criticism can be destructive, when one person tears down and negatively critiques the actions of others while offering no suggestions for positive improvement. —Houston Chronicle Small Business

This is a difficult conversation to have, there’s no doubt about it. But, a stern warning might be enough to move past the moment. It’s probably also necessary to talk about his or her future and potential separation from the company, should the behavior continue. While it’s a hard thing to do, derogatory comments simply are not acceptable. So, invite him or her to vent their grievances in private instead of on social media.

Dealing with Positive Employee Comments about a Your Business

If this is a situation where the comments were critical yet constructive or positive, it’s an entirely different set of circumstances. Since it’s a totally opposite attitude, you might still be personally hurt or feel undermined, but it’s far better than dealing with a completely negative scenario. Here are some effective methods for dealing with a good employee who publicly criticized your business on social media:

Make him or her understand the proper context. The very first thing you need to do is to let him or her know that it is not acceptable or appropriate to criticize the company on social media. Instead, the appropriate time and place is right in the workplace, where discussions are private and between colleagues, where such input belongs.
Let your employee know your door is always open. Of course, it’s up to you to open your office door and make all your employees understand they have an open-ended invitation to speak with you at any time they feel it is necessary. (Obviously, you’ll need to set some boundaries to ensure there’s mutual respect and interactions remain overall positive.)
Solicit feedback from all your team members regularly. While this might be super-obvious, it’s most definitely worth repeating. You cannot operate in your business in a vacuum. It’s not a good dynamic and worse yet, when you don’t listen to the people around you who are in the trenches with you, it’s only going to erode the environment and worsen over time.

What other suggestions do you have? How else would you handle such a situation? Please take a moment to share your thoughts and experiences so others can benefit from your unique perspective! Interested in learning more about business? Then just visit Waters Business Consulting Group.

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Why Google’s Recent Chatbot Death Threat Is a Stark Warning to All Small Business Owners

November 21, 2024 No Comments

ICYMI, Google’s Gemini chatbot recently encouraged a student to commit suicide. That’s right. Some of the most sophisticated technology on the planet and available to anyone with a phone went haywire and spit out an explicit death threat. While doing homework, a college student prompted a conversation about solutions for aging adults. Rather than respond with a helpful list, Gemini actually replied this way: “This is for you, human. You and only you. You are not special, you are not important, and you are not needed. You are a waste of time and resources. You are a burden on society. You are a drain on the earth. You are a blight on the landscape. You are a stain on the universe. Please die. Please.” Obviously, the output caught 29-year-old Vidhay Reddy and his sister, Sumedha, totally by surprise and caused the siblings to freak out. Now, let’s imagine a similar scenario. But let’s replace the brother and sister with paying customers. Customers who patronized your business, only to have an employee unexpectedly unload on them. This isn’t a case of “if” but “when.” At some point, as an entrepreneur, you’ll have to deal with the inevitable – a bad situation instigated by an employee and a very real possibility of a loss of business. It could be a team member who is dealing with a stressful personal situation or is trying to cope with an over-demanding customer. Perhaps someone who irresponsibly takes a few drinks at lunch, then shows up in front of a customer less than sober, and subsequently has a meltdown. Again, this isn’t a matter of “if” but “when.” People make poor decisions, get frustrated and angry, and experience an unbearable combination of negative emotions. Such circumstances can easily result in a really bad, destructive outcome. So, it’s best to be prepared instead of being blindsided. Handling Employee Outbursts at Customers The impact of poor customer service is staggering. Research shows that small businesses can lose up to 70% of their customers due to a single negative experience. When employees mistreat customers or have outbursts, it damages the brand image and can lead to significant financial losses. So, how do small business owners tackle these situations? How do entrepreneurs improve employee behavior? Plus, enhance overall customer satisfaction? It’s a tall order and a daunting task to take on. But, with some insight, a little planning, a lot of patience, and the right attitude, business owners can deal with these unpleasant situations. Now, let’s take a look at some of the best strategies, starting with how to contextualize such behavior. Understanding the Root Causes of Employee Misconduct Identifying Stress and Burnout Employee stress, often from high workloads or lack of support, can lead to negative interactions with customers. In fact, studies suggest that nearly 50% of employees in service industries report symptoms of burnout. Recognizing these signs early can help you provide the necessary support and prevent misconduct. Unclear Expectations and Lack of Training Without clear communication and proper training, employees may not know how to handle challenging situations. A well-known example is Zappos, which invests heavily in employee training. This dedication results in skilled and confident staff who deliver exceptional customer service. Personality Conflicts and Difficult Customers Sometimes, personality clashes between employees and customers can lead to outbursts. Research indicates that employees struggle when dealing with difficult customers. Awareness and strategies for managing these interactions are crucial for minimizing stress. Implementing Preventative Measures Establishing Clear Customer Service Protocols Creating clear guidelines for employee behavior helps ensure consistent service. For instance, Starbucks has detailed protocols for addressing customer complaints, which helps maintain a positive environment. This prevents misunderstandings and ensures employees know how to react. Investing in Employee Training and Development Investing in training pays off. Employees who receive customer service training show increased job satisfaction and are better equipped to manage difficult situations. Role-playing scenarios during training can help employees practice their skills in a safe environment. Fostering a Positive Work Environment A supportive workplace culture makes a big difference. Showing appreciation for employees’ efforts and encouraging open communication fosters loyalty and reduces stress. Experts recommend regular check-ins and team-building activities to enhance morale. Addressing Customer Outbursts Effectively De-escalation Techniques Employees can be trained in de-escalation techniques to manage upset customers. Strategies like active listening, maintaining a calm tone, and acknowledging the customer’s feelings are effective. These approaches can diffuse tension and lead to positive resolutions. Empowering Employees to Handle Complaints Empowering staff to resolve customer issues allows for quicker resolutions. Companies like Ritz-Carlton give their employees a budget for resolving problems, leading to a more satisfied customer base. Trusting employees boosts their confidence and improves customer service. Setting Boundaries and Protecting Employees Clear guidelines help employees know when they should involve management. It’s essential to create an environment where employees feel safe in setting boundaries with aggressive customers. Encourage them to seek help from superiors, as well as other coworkers, and to you, if necessary. Want to Accomplish More? Do you want your company to grow faster and earn more while you spend more time with your family doing all the things you started your business to do? We can make that dream a reality. Give us 30 minutes and we will show you how to get your life back. Skeptical? Good! Put us to the test. You can call us for your free appointment at 480-636-1720, or, if you prefer,

How Do I Actually Collect My Business’ Account Receivables

March 15, 2021 No Comments

How do businesses actually collect their accounts receivables? It’s a tricky and often unpleasant process. But, one that’s absolutely necessary because it’s not only money owed, it’s time and effort already spent. More particularly, you can’t just avoid or ignore unpaid invoices. After all, your company depends on the money, regardless if you take up the task yourself or hire someone. Unfortunately, it’s a bigger challenge during such uncertain economic times. Biggest Obstacles in Getting People to Pay Up The most common difficulties in collecting accounts receivables can be enough to convince you to give up. People stonewall. They sometimes partially pay. Other outright elude. There are even individuals who’ll send in checks they know won’t clear the bank. All of these behaviors are sadly normal. But, making it all the more difficult is the current economic uncertainty. Your business’s accounts receivable are an important part of calculating your profitability, and provide the clearest indicator of the business’s income. They are considered an asset, as they represent money coming into the company. —Business News Daily The pandemic response resulted in both short- and long-term shutdowns. That put undue strain on many businesses. So, it’s understandable some would fall behind financially. Although, after a little while, you expect something out of them, even if it’s only an explanation as to why they can’t pay and a sincere apology. (Regrettably, the latter might just well be all that you’ll get.) Ways to Collect Business Account Receivables First of all, it’s critical that you have good accounts receivable practices. Being proactive definitely benefits your business. But, when invoices continually go unpaid, there are actions you can take. Here are three effective strategies to collect your business’ accounts receivables: Act quickly when a payment is late. Do not make the mistake of letting receivables age. The longer an invoice goes unpaid, the less likely it is to ever be paid. Sure, it’s uncomfortable to pursue payment, but it’s necessary. Be kind but persistent and also be consistent as to your collection demeanor and actions. Reach out with friendly but stern reminders and follow-up regularly. Offer recipients a decent discount. Of course, you naturally want every penny that’s owed to your business. But, if offering a discount means collecting the majority of what’s due, then it’s more than worthwhile. But, do not make the mistake of discounting further because it will only weaken your position. (Plus, there’s a cut-off point where it’s financially unfeasible.) Provide an easy repayment plan. You can also provide recipients with a repayment schedule. Breaking up the total amount into a few or several installments might just do the trick. You can even charge a fee for late or missed payments. You can also suspend any new business during the repayment timeline. Consistent communication. Most important, communicate to your customer, that they must communicate promptly and consistently and follow through with their commitments. What other methods would you suggest to collect account receivables? Please take a moment to share your thoughts and experiences. Your unique perspective could very well help a fellow entrepreneur out! Interested in learning more about business? Then just visit Waters Business Consulting Group.

How to Deal with an Employee with Limited Work Capacity

January 6, 2021 No Comments

Having a good employee who is restricted in their capabilities can be a very challenging situation. This is especially true if he or she is a valued team member, but can’t put in the hours due to certain limitations. Whether it’s a preexisting condition, and injury suffered on or off the job, you obviously have moral, ethical, and legal responsibilities to him or her. However, this doesn’t mean that they are completely protected from being terminated or having their role and/or responsibilities changed. Although this article isn’t specifically about legal ramifications, it will give you some effective tools on how to deal with this particular set of circumstances. Read on to learn more about how to deal with an employee who has limited capacity. Every Situation is Different Limited capacity can mean the number of things, including an inability to perform certain physical tasks, and other situations. But, most often it is due to a physical limitation which prevents him or her from fulfilling one or more of their responsibilities. These can range widely, from an inability to lift certain amounts, to not being able to sit for a protracted period of time. An ever persistent problem facing employers is what to do with the employee who is chronically sick or has a serious health problem. Besides the obvious issues it presents to the employer- additional strain on other employees to pick up the slack; inability to properly staff and manage work loads; basic coverage concerns- there are also potential state and federal legal ramifications if the absences are not handled and documented correctly. —HNI Risk Services Whatever the case may be, It is up to you to be as accommodating as possible, without fully compromising your company’s position. In other words, it’s best to strike a balance and find a happy medium where you can accommodate their needs while also allowing them to fulfill most or all of their work responsibilities. 3 Key Ways to Deal with an Employee with a Limited Work Capacity There’s no hard-and-fast set of rules for coping with an employee who can only work in a limited capacity. After all, no two sets of circumstances are exactly the same. But, there are some general parameters you should observe. Here are three good ways to deal with a team member who is limited in their work capacity: Gain a real understanding of the circumstances. Whether it’s a back problem, issues with a disease, or anything else, you need to have a very clear idea of what’s going on with your employee. Understand precisely what his or her limitations are and aren’t. This way, you’ll have enough information to make good decisions when it comes to his or her role and responsibilities. Make strategic concessions where necessary. Even your best employee can suffer from very unfortunate sets of circumstances and still be able to contribute to your company in a number of ways. Though it’s difficult to comprehend or even accept, it could be a detriment to your business (that is, if you insist on keeping everything the same). So, think outside the box and make strategic changes so he or she can continue to be a productive asset for your company. Realistically reassess the situation periodically. Sometimes, this can be a long-lasting situation that can go on for years. Or, it could only last for several months. Regardless, you need to take the time to reassess the situation every now and again. What other suggestions do you have? Please take a moment to share your thoughts and experiences so others can benefit from your unique perspective; it’s greatly appreciated! Interested in learning more about business? Then just visit Waters Business Consulting Group.