Many business owners are afraid of offending their cell phone-wielding customers by posting a “no cell phone policy” in their place of business. They don’t consider that these customers are actually hurting—not helping—business.
Customers who will slow your checkout line, damage company moral by treating your employees badly and annoy your other customers—even sending them away in some cases—are not your most valuable asset! When I see a “no cell phone” policy on display, I compliment management for taking this action to create a better atmosphere for everyone; An atmosphere that promotes not only a better business experience, but also promotes awareness of others.
My consulting agreement clearly states that I expect clients to turn off cell phones or pagers during client sessions. In fact, this serves my clients best: If the cell phone rings, it intrudes and breaks our train of thought. Even if clients do not answer the call, they still wonder who it was when it rings and their mind travels to family, worry, logistics…and away from the work they sat down to accomplish. Since implementing my own cell phone policy, clients have thanked me for setting that guide for them and modeling behavior they can adopt in their own businesses.
Where are you afraid to draw lines with your customers or clients? What policy would you like to instate but stop short because you don’t want to offend anyone?
© 2007 – 2010, Karrie Kohlhaas. All rights reserved.