1
00:00:01,065 --> 00:00:05,787
Hey…How long have you been here?
I don’t know. Feels like forever.

2
00:00:08,091 --> 00:00:11,725
Can I help you?
I've been helped already.

3
00:00:11,750 --> 00:00:13,559
Yeah, if you can call it that.

4
00:00:13,583 --> 00:00:15,874
The person that was supposed to be
helping left and went back there

5
00:00:15,899 --> 00:00:18,058
to go do something for her and
I have to get out of here

6
00:00:18,083 --> 00:00:20,142
on time or I’m gonna be late
for my next appointment.

7
00:00:20,167 --> 00:00:23,383
Oh, I'm sorry to keep you waiting.
Let’s get you taken care of.

8
00:00:23,940 --> 00:00:28,153
Thank you so much for coming in today.
I’m sorry about the wait.

9
00:00:29,935 --> 00:00:32,369
Lisa, can we talk?
Why's that?

10
00:00:32,394 --> 00:00:35,595
Well, you can't keep
people waiting like this.

11
00:00:35,619 --> 00:00:38,250
So they had to wait a couple of minutes.
Big deal.

12
00:00:38,275 --> 00:00:39,735
It is a big deal.

13
00:00:40,343 --> 00:00:46,566
C’mon Nicky, like it's never happened to you
before. It’s every day around here. Lighten up!

14
00:00:47,401 --> 00:00:50,386
One of the things I learned quickly was
that if people didn't take me seriously,

15
00:00:50,411 --> 00:00:53,064
there was no way that I
could help them improve.

16
00:00:53,089 --> 00:00:57,009
So, unless you want to spend your
career banging your head against a wall

17
00:00:57,034 --> 00:01:00,820
or being in a state of avoidance -
you might want to give this a try.

18
00:01:01,040 --> 00:01:06,870
First, call it like you see it. This is
the situation and this is what I expect.

19
00:01:06,905 --> 00:01:11,006
Second, don't pass go until the
employee agrees there is a problem

20
00:01:11,031 --> 00:01:13,540
and is willing to work
with you on a solution.

21
00:01:13,565 --> 00:01:19,008
Third, make a plan... verbal, on paper,
one step, 12 steps - it doesn't matter -

22
00:01:19,117 --> 00:01:22,240
as long as you both know what
needs to happen and when.

23
00:01:22,295 --> 00:01:25,519
And, finally, always be sure to follow up.

24
00:01:26,130 --> 00:01:27,963
Trust me. It works.

25
00:01:28,812 --> 00:01:30,509
Thanks for coming in.

26
00:01:32,327 --> 00:01:35,956
I appreciate all that you do around here.
So?

27
00:01:36,122 --> 00:01:40,684
But, I'm concerned about the people
waiting. It's not a good thing.

28
00:01:40,731 --> 00:01:42,851
C’mon, it wasn't that long.

29
00:01:43,119 --> 00:01:45,221
I know it may not seem like it to you.

30
00:01:45,263 --> 00:01:49,579
But for a customer, waiting a few
minutes can seem like a few hours.

31
00:01:50,141 --> 00:01:51,833
Yeah. I guess so.

32
00:01:52,027 --> 00:01:55,540
So what can we do to make sure
this doesn't happen again?

33
00:01:55,600 --> 00:01:58,545
I don't know. Maybe call
for help, or something.

34
00:01:58,634 --> 00:02:02,109
That’s a good idea. You don’t
have to handle it by yourself.

35
00:02:02,195 --> 00:02:05,325
Especially if you know…
there's people waiting

36
00:02:05,350 --> 00:02:08,638
or you know you’re going to be with
a customer more than a few minutes.

37
00:02:08,663 --> 00:02:09,760
Okay.

38
00:02:10,158 --> 00:02:12,980
So, we agree next time
you’ll call for help?

39
00:02:13,005 --> 00:02:17,419
Yeah. Sure.
Thanks, I really appreciate it.