Lack of shared mission on customer service

Ateneo Professor on Entrepreneurship


This afternoon I just came from a well known drugstore with nationwide network of outlets.  I have often noticed that one or two clerks would serve customers but the rest would group around the cashier or elsewhere and not much selling is done.  The cashier is the bottleneck and so with the rest of sales clerk  At that store, (this refers to the RX counter) there are 8 clerks and they are supposed to be more than enough to serve the customers 5 are doing nothing.  Only 2 clerks and  and 1 cashier were observed to be working.

In a fine dining restaurant (it is not supposed to be happening) there were 8 waiters all facing the cashier and not looking at the service area.  Many were raising their hands.  They do not prefer customer contact.

We can improve customer service.

In our company we have emphasized customer service.  I hope at this moment, no one is screwing us on customer service