Well, if you haven’t heard about the GASP fiasco you have now! If ever there was a story that reinforces the fish rots from the head, it’s this story about horrendous client service and arrogant leadership. The blatant lack of care and respect for the consumer is shocking.
You’ve heard of the saying ‘the fish rots from the head’. The leadership within any business determines the success and the culture within an organization. Clearly, by the actions taken by employees and then backed by the management of GASP indicates indeed that the fish has rotted at the head and is deteriorated all the way down.
I don’t think there is a better example of this anywhere to be found. The incredible response from management to a legitimate complaint of bad service indicates the values and ethics within GASP. And then to stand up and defend the actions of the people involved is just blatant arrogance and an insipid display of leadership.
They may well have generated publicity for their brand. There is no argument about that. But as a business leader, as a business owner would you want your brand represented in such a fashion. As an employee, would you choose to work for a company that has little regard for people and encourages such poor behaviours? Would you want the brand of your business to go viral for all the wrong reasons?
Naturally, as is human nature, there will be people that jump on the GASP bandwagon. To be honest I think that will be the minority.
In retail in particular, the necessity of providing great client service, to build raving fans of your business and encourage people to return and refer is paramount. The leadership within will determine the importance and emphasis on providing a certain level of service.
Don’t let your business fall into the trap that GASP has. To even think they are above the consumer, the power in their business is stupidity of the highest degree. The client is king to any business. They are your cashflow. Rather than putting the boxing gloves on, put on your cotton gloves and handle with care. The more clients you have, the more successful your business will be.
Clients are now even more careful to transact with a business that reflects their values. They will buy from people they know, like and trust. Not who berate and belittle them.
Leaders check in with yourself. What is the culture you are creating? And the even bigger question. How is your culture effecting your business growth?