6 employee motivation techniques
How to motivate employees in Retail and hospitality business
1 – Motivate employees by taking care of their on-boarding, ie: recruiting and joining. Many employees lose their initial motivation they had when they realize they have to start selling without receiving a proper training. What can be more frustrating than having to face the customer from day one with no training? Springfield, a recognized Spanish fashion chain, has decided to co-develop with its teams a welcome experience process that starts the week before the employee joins and continues for the first 3 months, with frequent pre-established coaching sessions. This process helped to improve motivation at work … and to reduce undesired 3 months employee turnover in the store.
2 – Motivate employees by giving them regular feedback: In the daily maelstrom of shops and restaurants, many employees and salespersons simply do not know if they are doing their job well. They do not receive any feedback from their superior. We strongly promote feedback, ideally after a self-appraisal, as if the employee were his won mystery shopper. But it’s true that many managers never give feedback: “Maybe you could improve the way you talk to the customer; during your last sale, I observed that you did not smile to the customer. What do you think? “.
3 – Motivate employees by congratulating them. “What a good sale, I’m impressed.” “Bravo Marie, this week you have exploded your average ticket! “. I have experienced dozens of situations of managers who had “forgotten” for 15 or 20 years the power of congratulation.
4 – Motivate employees by giving meaning and purpose to the job. It is essential that the managers themselves understand the meaning for instance of an excellent customer service, in a context of omnichannel and customers volatility. It is extremely motivating for the salesperson to know that the smile and the attitude required of him are not a mere caprice of his manager, but a strategic lever that helps building customer loyalty during his omnichannel journey, as a brand ambassador. Many managers do not give any meaning to their employees’ job and hence demotivate them.
5 – Motivate employees by taking care of their employee experience. We will take as an example one of our client’s store manager, who has made himself famous to his employees by anticipating their needs. For example, he takes care, in the weekly planning, to free Mark’s afternoon the day his favorite football team plays, or not to place a shift for Patricia the first Sunday of each month so she can go to her son’s piano concert. Of course, it is not always possible to offer a free Saturday or a free Sunday, but the employee values the opportunities his manager takes his preferences or personal situation into account, without even having to ask. Another employee experience moment is the celebration of a work anniversary. “congratulate and thank fo contributing to our team for 1 year!”
6 – Motivate employees by helping them deal with the customer. I remember this scene: an outraged customer screaming at the salesperson. The store manager intervened immediately in a very assertive way (without aggressiveness but firmly), indicating to the customer that she would in no way tolerate a lack of respect to the store staff. Once the customer was gone, the employee went to thank her for her support. I also witnessed opposite scenes, where the employee was left alone and helpless facing the client’s anger. Motivation, loyalty and employee undesired turnover will of course not be the same after those 2 cases.