posted February 24, 2019 11:38 PM            

As a matter of fact, people come to your small business seeking both business and emotional support in form of a customer service. Rudeness works OK for big box retailers such as Home Depot or utility companies that are monopoly. However, we are a micro business. If we lose a customer, our top and bottom line gets affected immediately.

How can I help the Aqua person understand emotional elements of the business?

posted February 25, 2019 01:34 AM            

It doesn't matter if she's Aqua, Virgo, Leo, etc. She is your employee and this is your business. Tell her directly what your expectations are. Clearly lay out the rules.

posted February 25, 2019 02:21 AM            

quote:

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Originally posted by mblover:
Friends. I own a small business dry clean and laundry shop. I have an Aqua employee. She is very intelligent. She does not make any mistake in her retail customer facing role. Great story thus far. Now comes the hard truth. She comes across as very rude because of her logical behavior. As an example, if a customer says I forgot to bring a receipt, she will be the first to say to bring the receipt the next time. The other three customer service agents include Pisces, Aries and Scoprio. They all smile very nicely and never force customers to come with receipts or be highly organized.

As a matter of fact, people come to your small business seeking both business and emotional support in form of a customer service. Rudeness works OK for big box retailers such as Home Depot or utility companies that are monopoly. However, we are a micro business. If we lose a customer, our top and bottom line gets affected immediately.

How can I help the Aqua person understand emotional elements of the business?

PS: Please do not provide any manipulative suggestions. They don't work with Aquas.

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I always say that when dealing with people, its not so much "what" you say.But "how" you say it. So they(customers) complain about the "tone" of voice used as none like to be talked down to or scolded like children.

But ironically, they do not extend the same courtesy when they come to complain about faulty goods or return an unwanted purchase etc.

Even as they do it within the momentum of rage, everyone is expected to understand, run around and respond promptly

I think it could be the Saturn co-ruler that comes through with your Aqua employee that could be rubbing clients up the wrong way. As the Aqua can still tell them to bring the required receipt if they mind their manners and adjust their tone of voice.

With that being said however, I think that there should be clarity communicated all round as to whether a receipt is needed each and every time a customer returns a purchase. Or perhaps instances where a receipt is not needed could be specified so as to prevent inconsistencies?

Some Aquas I find more socially awkward than outright "rude". Its kind of like Sheldon(Big Bang Theory) who to me can be incredibly brusque and socially inept more than he is "unlikable".

But as Leonard, Penny,Wallowitz and Raj over time come to understand, he is not "mean spirited" as much as he is ill versed in social propriety.

And that's because they (gang) have an opportunity to get to know him whilst others who don't know him (Sheldon), steer clear of him.

My advice: clarify the receipt rule but don't expect the Aqua to be as "warm" as the others. As there is a Uranus co-ruler nature that makes Aqua different and stand out from the rest(for good or ill). Very rigid personality that will not "change" their square peg to fit a round hole.

We had a coworker who was similar to this: She was brilliant in her work and instead of being rude to customers, she had terrible manners and didn't quite know how to relate to her subordinates.

And so the company(to this day)has kept her because of her flawless record.But they had to (on the other hand) endure the high employee turnover record as a result of her social ineptitude within her department.

You have to decide whether her "work" matters more than her "welcome".And unfortunately its hard to fire someone who is excellent at their work.

posted February 25, 2019 02:43 AM            

quote:

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Originally posted by Astra:
Do you require customers to have receipts? If not, then the Aqua employee shouldn't either. She doesn't need to agree with your business decisions, but she does need to follow your policies since you are the owner. If she doesn't like the rules, then she is free to leave and find employment elsewhere.

It doesn't matter if she's Aqua, Virgo, Leo, etc. She is your employee and this is your business. Tell her directly what your expectations are. Clearly lay out the rules.

If you hate confrontation, just hold a quick meeting with your employees. Tell them you've had complaints from customers about the lack of consistency from the staff. Plainly tell them what the rules are that you want enforced each time. If a customer wants them to bend the rules for their particular situation, then your employees should send the customer to you. You should be the only one who is allowed to bend the rules.

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Agreed!!!.

I apologize if I sound a little harsh, but
She fails to realize two things:

1) For a small business the customer experience really makes a big difference.
She's not delivering that.

2)You could have just took your entire business online through an online platform such as Shopify.

Its literally made were you practicably don't even need employees they provide the infrastructure to run your business.

(I Don't work for them don't plan on..my peers work as dev's for them and they do a good service for small businesses).

But my point is you could have decided not to hire anyone.

With those two key facts in mind I would do as my boss says, shes replaceable..well we all are!!.

Sometimes Aquarians can be to idealistic that they forget the facts even for a Air sign.

"I reject your reality and substitute my own" Quote Adam Savage - Myth Busters. Best description of an idealist Aquarian.

posted February 27, 2019 11:08 PM            

It pains me to write this with a six-planet Scorpio stellium that, in short, I will be dancing around her. Trust me, you can't easily replace Aqua people who are smart and well organized.

posted February 28, 2019 08:02 PM            

Aqua needs more training. Her job is people oriented, as a front-of-house employee part of her job is to charm customers into returning.