The Cost of Rudeness
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Call Center Cafe and Call Center Best Practices bring you this article by Rick Weaver on the effects of rudeness of managers. Food for thought.
Perhaps you have noticed your managers are rude to their employees or to each other but you have not yet intervened. According to Penguin Group the price you pay for avoiding the situation is severe. Here is what they have found:
· 38 percent of employees admit the rudeness effects work quality.
· 47 percent of employees say it has an impact on the amount of time they spend at work.
· 66 percent of employees admit their performance suffers.
· 78 percent of employees say it lowers their commitment to the organization.
The last one is most troubling. Not because it is the highest – because it ties to both the top- and bottom-lines of your Profit and Loss Statement. The first three areas impact the bottom-line because they drive up expenses and/or reduce output. The last, commitment to the organization, creates a tremendous backlash in several ways. These are disengaged employees.
Their wallet
The disengaged employee is not likely to support you with their business. Obviously this has an immediate impact to retailers of all kinds. They will shop elsewhere — and tell their friends to do the same. But the impact is there for non-retailers also.
I once was told by someone working at an underwear company that they were treated badly. They said they would never wear that underwear — nor would anyone in their family. Imagine the newspaper or magazine publisher. Would you want a reminder of your rude boss sitting on your coffee table?
Their words
The disengaged employee is also a dreadful source for negative word-of-mouth advertising – which spreads quickly. Their negative words have special credibility because they are an inside source. Who wants to eat at a restaurant when they know the employees are upset because of rude treatment?
Who want to get new brakes on their car at a brake shop where mechanics are treated like garbage? It is not that they would deliberately do something to endanger the car’s occupants, but they would not have their mind fully focused on the brake job.
Conclusion
Ultimately rudeness in the workplace comes back to cost the employer. It is something to be recognized immediately, analyzed for cause, and dealt with quickly.
Author Rick Weaver is founder of Max Impact a leadership and business strategy development company. His white paper “You’re Not Running a Vineyard — so stop your whining!” provides insight into lame excuses for poor performance, is one of the complimentary resources available in the MaxImpact Resource Center
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