What are the Effects of the Labor Shortage on Businesses and the Customer Experience?

In the nearly two years since the coronavirus began impacting the United States, Americans have experienced a great deal of disruption. We’re all seeing the effects of the labor shortage in one way or another. Hold times are longer, deliveries are delayed, and many businesses can’t staff enough employees to meet demand. In particularly challenging times, the customer experience sets a company apart from its competition.

Rising inflation is one of the biggest reasons employees leave their positions for new opportunities that offer higher pay rates. Just as there’s not one reason for the labor shortage, there’s no one reason an individual might opt to quit their position.

The Great Resignation is doing wonders for the rights of American workers. Employers are improving salary offerings, benefits, training, and overall work/life balance. While employers work to evolve their offerings, the labor shortage is seriously impacting the customer experience. A lack in the supply of customer-facing employees means long wait times, missed calls, unmet expectations, and poor customer experiences overall.

People are growing to expect long lines and lengthy hold times. Being upfront about the challenges you’re facing can help empower customers. Focus entirely on the customer, bring a smile to each interaction, and show gratitude for their business. Most people are willing to forgive long waits, but they’ll never forget a negative interaction with an employee.

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