I’m in a coffee shop with my other half for breakfast. I order him a bacon butty. The barista, a fairly new guy, doing his best at smiley customer service, puts two sachets of ketchup on the plate that’s awaiting the toasting sandwich.
“It’s one sachet, not two.”
The manager appears from nowhere to deliver this piece of “on-the-job coaching”. Her tone is so accusatory, I feel I’ve been caught stealing cash from the till. The casual, comfortable spell between me and the barista is broken. He withdraws a ketchup sachet, offers me an unspoken WTF, and busies himself in making coffee.
“He’s always getting it wrong,” she says. “He knows the rules: one sachet per sandwich.”
Without another word, I pay my money and take my tray to where my OH, along with the rest of the shop, sits having just witnessed the scene.
“There have to be other ways to deliver feedback to your people than that,” he says. I can only shrug.
But it got me thinking, and I’m curious to ask:
Has a manager ever pulled you up for something in front of a colleague, or client? Have you ever been a client where something like this has happened to you? And, as a boss, do you think this is the kind of way to develop not just your people, but your business relationships? Share your experiences in the comment box below!