WEBVTT

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Hey…How long have you been here?
I don’t know. Feels like forever.

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Can I help you?
I've been helped already.

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Yeah, if you can call it that.

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The person that was supposed to be
helping left and went back there

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to go do something for her and
I have to get out of here

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on time or I’m gonna be late
for my next appointment.

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Oh, I'm sorry to keep you waiting.
Let’s get you taken care of.

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Thank you so much for coming in today.
I’m sorry about the wait.

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Lisa, can we talk?
Why's that?

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Well, you can't keep
people waiting like this.

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So they had to wait a couple of minutes.
Big deal.

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It is a big deal.

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C’mon Nicky, like it's never happened to you
before. It’s every day around here. Lighten up!

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One of the things I learned quickly was
that if people didn't take me seriously,

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there was no way that I
could help them improve.

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So, unless you want to spend your
career banging your head against a wall

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or being in a state of avoidance -
you might want to give this a try.

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First, call it like you see it. This is
the situation and this is what I expect.

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Second, don't pass go until the
employee agrees there is a problem

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and is willing to work
with you on a solution.

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Third, make a plan... verbal, on paper,
one step, 12 steps - it doesn't matter -

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as long as you both know what
needs to happen and when.

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And, finally, always be sure to follow up.

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Trust me. It works.

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Thanks for coming in.

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I appreciate all that you do around here.
So?

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But, I'm concerned about the people
waiting. It's not a good thing.

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C’mon, it wasn't that long.

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I know it may not seem like it to you.

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But for a customer, waiting a few
minutes can seem like a few hours.

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Yeah. I guess so.

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So what can we do to make sure
this doesn't happen again?

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I don't know. Maybe call
for help, or something.

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That’s a good idea. You don’t
have to handle it by yourself.

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Especially if you know…
there's people waiting

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or you know you’re going to be with
a customer more than a few minutes.

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Okay.

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So, we agree next time
you’ll call for help?

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Yeah. Sure.
Thanks, I really appreciate it.