My new staff member said something unthinkable to a client. Help!

Dear Aunty B,

One of my new staff members has just said something unthinkable to a client. I can’t even repeat it but it was meant as a joke and completely, utterly and totally backfired.

I am mortified and have apologised, but the fact that it was said has made me nervous. We have been growing very fast and we have some new staff who do not yet live and breathe our values.

So how do I drum home the message that this is not the way we do things around here without repeating myself like a boring idiot and boring all the existing staff to death? I also want to send the example around the staff but his manager says that scapegoating him would be the wrong thing to do.

Red in the face,
Perth

Dear Read in the face,

Who cares if you repeat yourself? What you need to do is tell your staff over and over what your core values are. There is no use having core values if you don’t keep reiterating them to everyone. Think of lots of interesting ways to do this and never be afraid to use yourself as an example. Tell stories about the early days, how hard it was and the sacrifices made. Tell staff about the sacrifices you made to keep a client happy (the client is number one.). Remind staff that when mistakes are made, everyone learns form them (take risks, be innovative.) Reminisce about the time you only had a $1,000 in the bank and how cashflow is still hard (always watch costs). And talk about how you get up when the punches are coming thick and fast (never give up).

Your job as a boss is to bore everyone to death with where you have been and where you are going. And at the heart of that is core values and priorities. Why do you think no one ever wants to go out to lunch with you?

Be smart,
Your Aunty B

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