I met a nurse today while at a doctor’s office. I overheard her complaining that she couldn’t get Craig’s List to come up on her computer. Long story short, she was looking for a job. Red flag!! How many employees in your organization are looking for a new job on company time? More importantly, if you’re the manager, you might want to find out WHY they are looking for another job. The nurse I met today said she was leaving because of a new employee with a bad attitude. She gave me all sorts of examples of how this new employee had insulted her and provided poor customer service to patients. The supervisor in charge of the office had no idea any of this was happening. This nurse didn’t want to complain, so she just planned to find a new job and leave.
A key missing ingredient in this situation is communication. You can’t manage a problem that isn’t communicated to you. This lack of communication leads to clients, like me, getting an earful from disgruntled employees. I wonder how many people this nurse talked to, describing how awful it was to work in this doctor’s office. Not only might good customers walk out the door, never to return, but you may also have good employees walk out while the problem employees stay. Open, honest and frequent communication is vital in ANY business. Maybe tomorrow you could walk around your own office and find out what’s going on. See if Craig's List is up on anyone’s computer!!