Getting Older
Starting NOW…one of the perquisites for wanting to work for Guliani’s is being able to know how to use the computer. Our Point of Sale is not very complicated but if you don’t know how to use the keyboard without looking down at your fingers it can become quite overwhelming.
A number of my employees didn’t even know how to turn on a computer when they started back in October, but I had faith they could and would learn as long as they were dedicated and understood the importance of technology. Unfortunately, one of my employees is still having a very hard time getting it down and it takes four people to help her wrap up a sale. It’s taking too much time away from the other staff members. She is a great salesperson but gets so frightened when it comes to the computer that I have seen customers pace back and forth for ten minutes before her even charging their credit card. I’ve been extremely patient as well as my other staff members in helping her succeed. I’ve offered keyboard lessons—to which she says, “I have a computer at home and practice regularly.” Well, when you’re using one finger to type and looking at your fingers while typing you’re not practicing. I’ve asked her to type out the steps of how to put in a sale—thinking if she knows the steps by heart as well as the icons the typing will come or at least checking someone out will become faster. I’ve tried everything—but now I think it’s just forgetfulness because of aging. How do you handle this delicate problem? Customer’s have become frustrated as well as other staff members and it’s definitely taking my star salesperson away from the floor.
What do you do?
Hedda Schupak commented:
Delia is right--you have to address the computer issue as a part of
the job that she is underperforming, period. I don't think you can
legally bring up the age issue at all, so don't go there. But you
can make it clear that the computer is part of the job and if she
isn't doing it, she isn't doing the job she's being paid to do.
Yes, of course offer classes and training for her--no point in
making everyone do the same and paying for it if they're performing
ok on the computer. I'd worry less about singling her out for class
than about covering yourself legally and making sure she is being
given every opportunity to get trained and up to speed. Finally, if
she's THAT great of a salesperson, MJB's idea might be worth
considering--but only if she's so far ahead of the rest of the team
in selling that you can justify it to the team as to why she gets
that preferential treatment. Otherwise you're in for a mutiny at
some point.
Delia commented:
It seems that you have two problems. One is the aging thing--a
whole other topic, and I know a very difficult one. The other
problem is this particular employee's inability to do the computer
work. After that much time I think she is just expecting others to
bail her out. I'd have a talk, in which you make it absolutely
clear that it is necessary that she do this. "How can I help you
learn to do the computer work that is necessary for your job?" I
think if she realizes that you really expect her to do it herself,
she will. Be prepared to offer a paid class for her to take. Make
it clear that she is to take the class or learn it on her own, but
that you will be following up. Discussing this might also bring
things to a head as far as aging problems. It might open the door
to discussion of retirement or a change of duties. I know it is
difficult but your customers cannot be treated this way. Aging is
hard for bosses to deal with. We have a staff member with things
happening, and we are just going through the older generation owner
of our business hanging on way too long. You must take care of the
situation. You have my sympathies and support. Treat the computer
thing as a thing of its own regardless of aging. It's the ability
to do the job.
Mall Jewelry Boy commented:
Oh wow. Only thing I can think of is for everyone to take a
mandatory computer basics class/workshop/training session. Of
course, even if you don't single her out, everyone will probably
know you're doing it for her. But having everyone do the extra
training can't hurt. Spend a nice long training session pretending
to ring up various transactions at the POS. "Suzy A. is buying this
bracelet sku and is paying with a personal check". "Carl P. is
buying these two pair of stud earrings and is paying $500 on his
American Express and the rest on his Visa debit card". I've worked
with many older high-selling salespeople who cannot work the
computer, and I know that I personally get extremely
frustrated...especially the seventh, fiftieth, or hundredth time
you show them, since it's so easy for me. The only other solution
is to have an "Office" employee like some larger chain stores do.
The office employee's main duty is to ring up, gift wrap, place
special orders, and basically be Master of the Computer. However,
since you have a smaller business, I don't know...I hope things
turn out well for you.
