Seasonal Staffing

Just because you’re busy or you have temporary staff, don’t let this be an excuse for a poor customer experience or inferior customer service. Your regulars don’t care! Busy or not, whether it’s Christmas and you’re rushed off your feet, or your manager is taking time off, your customers expect consistency.Ensuring a consistent customer experience from seasonal staff

So if you’re taking on extra seasonal staff ensure that they’re doing the best job possible to be ambassadors for your business.

  1. Teamwork is key. Introduce new staff to the whole team, defining everyone’s areas of responsibility to ensure no gaps and no duplication of effort.  Avoid the frictions that occur when someone hasn’t pulled their weight or others are seen to ‘interfere’ with your way of doing things.
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  2. Don’t leave them floundering or too scared to ask for help. Establish a clear line of reporting, and who to go to for help and guidance when needed – ensuring, of course, that this person will be patient and supportive when asked.
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  3. Everyone needs to know what’s expected of them from day one. Clarify basic standards of dress, staff behaviour, time keeping, break allowance, staff meals, security, food safety, health and safety.
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  4. First impressions count. Specify your establishment’s standards for welcoming and greeting customers, including the booking procedures if this is part of their role.
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  5. What is their role in up-selling, and what are the products you want them to promote, including any future events?  If your core team are incentivised, make sure you include seasonal staff in the scheme.
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  6. People can’t sell something they don’t know exists. Ensure thorough product knowledge – what does your establishment offer – opening times, complementary products, etc.  Let your staff experience what you offer, explain what accompanies each service and what it should look like, what prices include and what’s extra (especially with fixed tariffs or party packages).
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  7. Establish protocol in dealing with difficult situations, customer complaints, and awkward customers.  Define the line between handling themselves and when to seek intervention from a manager or more experienced staff member.
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  8. Run through the payment procedures, including any security procedures or checks needed.
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  9. Avoid being let down at the last minute – Provide out of hours contact numbers and establish procedures for sickness reporting.
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  10. Maintain your reputation as a good employer. Treat seasonal staff well, and they will be willing to come back next time you need an extra hand. Give them something to look forward to and keep them interested for the whole season.  Involve them in any after work social activities and maybe some incentive awarded at the end of the season.
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2 thoughts on “Seasonal Staffing

  1. Pingback: A Customer is for Life, not just for Christmas | Naturally Loyal

  2. Pingback: Plan next year's (Christmas) marketing now | Naturally Loyal

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