Can You Profit When a Great New Staff Member Acts Unexpectedly?


The pool shop at Pool Shop Inc was doling well. It was October, and the season was in full swing. Plenty of shop traffic, and good sales.

Suddenly, one of the staff, a young man who had recently completed his training in the store, 'lost the plot', and abused a customer.

Other staff moved quickly to smooth over things for the customer, and when they had left, the team leader pulled the sales person aside, and 'had words with him' Well, you'd expect that, wouldn't you?

What you wouldn't expect is the angry young sales person to king-hit the retail team leader, right in the stock reserve of the store. The commotion brought out Peter, the owner. Suddenly, Peter himself, was in the eye of the storm and being physically threatened by the angry young man.

The outcome of this is quite predetermined. With the advice and support of Peter's human resources consultants, the young man was promptly dismissed. Everyone was upset, and it took quite a long time before a sense of normalcy was restored.

Peter's next question was: "What will we do about staffing, now that we're one person short?"

That very afternoon, as if predetermined by fate, a good looking man walked into the store and asked for a job. He was well presented, had over ten years of experience in pool shops, and his referees all checked out well.

His name is Jarrod, and in some ways he appeared too good to be true. No, Jarrod had moved interstate for family reasons. He was readily available, everything checked out just fine, and so started work in a few day's time.

On his third day on the job, a customer approached Jarrod with a pool pump that was leaking. This customer really did want his pump to be repaired, and for whatever reason, did not want to buy a new pump.

Jarrod reassured the customer that a repair could be carried out, and that a new pump would not be necessary. This was one greatly relieved customer, who was by now, very happy he had come to this store.

At that point, Peter came by, and overheard the conversation. Quickly checking the leaking pump, he realized that the item was about five years old. After the customer had left, he called Jarrod aside.

"Why don't you think first instead of taking the easy way out?" was Peter's question. "Don't you see that the pump is about five years old, and even if we fix the seals and the leak stops, other parts will wear out soon? We're going to look like people who took his money and left him with a pump that's still shot"

"I'm sorry", Jarrod defended, "I was just doing what I was taught at the other place - get the repair!"

"Might be alright for them, but we don't do that here. Next time, sell a new pump!" instructed Peter.

Jarrod went away crushed. He had done his best, and all he got was the godfather of a bollocking!

Put yourself in Peter's place. What would you have done?"

* This case study and its solution are based on issues and solutions found or provided by McNicol Williams in typical cases. All the characters and situations described are entirely fictional, and any similarity to any person, living or dead, is entirely coincidental. This advice is general, and should not be relied on in any specific situation without a full consultation.



© Copyright 2012-2016 - Hallmark Crest Pty Ltd trading as McNicol Williams Management & Marketing Services. All Rights Reserved.

© 2012-2016 - Hallmark Crest Pty Ltd
trading as McNicol Williams
Management & Marketing Services.
All Rights Reserved.