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90 August 2014 | beautystorebusiness.com Follow this advice to turn workers' attitudes from the dark side to more productive, positive ones. by Phillip M. Perry DO YOUR EMPLOYEES PLAY WELL WITH SHOPPERS? DO they engage with the public in ways that spark sales and promote loyalty? In the best of worlds you would always answer "yes." The fact is every business has some employees who have a tendency to look on the dark side of things—a habit that can create negative interactions with customers. And even the sunniest workers have bad days. The cause might be a perceived snub from a supervisor. Or maybe it's a marital crisis or a financial issue. Whatever the reason, the result is the same: a grumpy employee who alienates customers. And that means lost sales and lower profits. Negativity can take many forms. Here are three examples: 1. James is speaking to another employee and bad-mouthing a customer who just left the store. Worse still, another customer hears his remarks. 2. You overhear Margaret telling a customer that "Management really stinks here." 3. Kendall says "It's not my job" when asked to help out with a customer who needs a special service. Thinkstockphotos.com/Stockbyte Collection H o w t o T u r n N e g a t i v e W o r k e r s i n t o P o s i t i v e P e r f o r m e r s . i n d d 9 0 How to Turn Negative Workers into Positive Performers.indd 90 6 / 2 6 / 1 4 4 : 5 0 P M 6/26/14 4:50 PM