Working in retail businesses has its unique challenges and rewards. The relationship Employee-Customer has presented as the first priority for increasing sales. Many situations involving poor customer service are recounted; normally the employee has been blamed for his/her lack of customer service skills. But the problem on service involved a symptomatic organizational dysfunction. What is usually missing is unrelenting customer focus from the leadership, this focus has to cover both: Internal and External customer needs and satisfaction.
The primary purpose of this project is to study the effects of leadership by example and the positive results that can be achieved. All the information that exist about this topic, suggests that there is a considerable amount of experiences and studies written.
This study effort focused on current theory and application to real organizations. .
As Dick Richards observes "the vast majority of people working in places with poor customer service, want to do their work well, despite what often appears on the surface. What is normally missing in the unsatisfying service situation is lack of customer focus from the leadership of the organization (Richards 2002)-.
When working as regular employee most of us do not care about the internal working problems of the company. Most of the time we do not care about the company dealing with information systems, training programs or corporate directives. We care about what we are getting from the company, having our problems solved, treated with respect and of course receive public recognition. This attitude is really understandable, as regular employee we have many expectations as well our supervisors. .
A leader person must ensure that every person in the organization understands that the relationship between the company and the External customer, has its basis on the prior relationship that must exist: Company and Internal customer, this is the most important asset in order to succeed on retail business or other related organization.
