HUMAN RELATIONS: PERSONNEL MANAGEMENT AND CUSTOMER SALES

OBJECTIVES

Upon completion of this chapter, you should be able to

• define and state the objectives of personnel management.

• list the characteristics of a good personnel manager.

• list the characteristics of a good salesperson.

• describe an effective sales procedure.

KEY TERM

personnel management

THE IMPORTANCE OF HUMAN RELATIONS

The owner or manager of a horticulture business is at the top of a human relations triangle that includes the employees of the business and the customers of the business (Figure 23-1). No business can operate for long with a serious problem between any members of the triangle. It is the responsibility of the manager to see that such problems do not arise and, if they do, to resolve them. Employees must be kept happy with their work and productive on behalf of the company. Customers must be pleased with the products and services they obtain from the com­pany and equally pleased with the people who wait on them, answer the telephone, deliver to their homes, install or maintain their landscapes, or respond to their complaints. The two groups will be discussed sepa­rately, but the dependency of the business on a compatible relationship between employees and customers is obvious.

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Good will and repeat business

figure 23-1. The triangular relationships within a business (Delmar/Cengage Learning)