When I go places I expect for the person who is helping me to have some idea of what they are doing, but recently I went to a business and the employee had no clue what to do for even a basic transaction. She was obviously new to the job, but wasn’t able to get anyone to help her with the transaction, and essentially what should have taken about five minutes took nearly twenty. It is so important to make sure that employees are given all the tools they need to do their jobs effectively. This not only helps your customers, but your employees as well.
I am not naive, I know that not every employee is going to know the answer to every question that comes in the door, nor do I expect that, but as a patron I do think that it’s important that they know the basics of the job and if the question is something they cannot handle, that they find someone who can. Much of this success can be traced back to the person in charge and if that person is a leader, or a manager.
I am such a strong believer in the more knowledge an employee has, the better they can do their job. A strong leader will take the time to develop their employees, give them the knowledge they need to succeed and knowledge beyond that to help them be successful in the next position. A “manager” is someone who wants to have more knowledge than others, wants to do everything themselves, or feels threatened when someone is going to know as much as them. When working with employees it is more important to be their leader and help them succeed than it is to be their manager and make sure that you have information and give the answers when needed.