If you are not careful to check your emotions when running a small business you may stand to lose number of customers and sales. As a small business owner, you are not only the leader of your employees; but also represent the face of the business. Whatever emotions you show in front of employees and customers reflect upon your business. That is why it is important to have enthusiastic demeanor and smiling face when facing customers and employees.
Many small business owners and leaders cannot control their emotions, especially when things are not going right on a particular day. They get too frustrated with the pressure of the time and get upset with employees and customers. We have experienced this first-hand.
The other day we were having a dinner at a nice restaurant that is popular in the local community. It was a busy weekend evening and fair number of customers were waiting to be seated as well as for carryout. The owner could not handle the pressure and got into argument with the customer and started speaking in loud voice. All the patrons were watching the scene and taking mental notes. You can imagine what was going through their minds.
There are two important reasons why you need to adopt a poker face in front of customers and employees. First, as a leader your job is to inspire your employees to give their best to your business. They will follow in your footsteps – monkey see; monkey do. If you get anxious and frustrated with the situation they have no one else to turn to. They will stop paying attention and give up on the situation. After all, it is your business; not theirs.
The other, more important, reason to have a poker face in front of customers is that not doing so can have serious impact on the sales and bottom line. As shown in our experience above, getting into arguments with customers will only drive your other customers away.
The lesson is simple – keep calm and smiling face in front of your customers. If you are having a bad day or are frustrated with the situation; don’t let it show on your face. Take care of the situation in the back room away from the eyes of customers.
