Make sure you pass the Tesco Test with your own business…

 

Unless you live in an igloo (and I’m sure plenty of Eskimos heard this too!) you will probably know that the Tesco supermarket group last week announced their results for over the Christmas period.

To everyone’s surprise, including the analysts and financial experts, the numbers they announced were disappointing. So much so, something like £4.5billion was knocked off their share price!

Now this blog isn’t about the state of supermarket profit-margins…but it is about how their public-face reacted to it.

On the morning of the announcement I dropped into my local Tesco to buy a newspaper.

As I was paying for my paper, I said to the sales assistant: “Bad news about your lot this morning.”

There was a reason why I did this – you could say I was conducting a little scientific experiment. To my admiration, it was an experiment that resulted in a very positive reaction.

The sales assistant, who was called Rory, answered me by saying: “Oh, it’s nothing to worry about. When the full year’s figures are announced everything will be back to normal.”

Full credit to him, he said this to me without even a hint of hesitation or awkwardness. The key for me was that I BELIEVED him. I genuinely believed that he believed in what he had just told me. It didn’t sound like a party-line that all the staff ha