Tag Archives: staff motivation

6 ways to show your gratitude

thank-you-im-so-gratefulChristmas is a time of showing our gratitude – not that you shouldn’t be doing this all year round of course – to our team.

Unless your team feel valued and loved they’re not likely to give their best and to deliver the type of customer experience either you or your customers expect.

So how can you add a touch of magic for your team this Christmas and bring a smile to their face without it costing you a fortune in bonuses or incentives?

There’s a perception that everyone is motivated by money. There’s no doubt cash is a contributing factor. Pay them late, mess up their overtime or deny them the pay rise they were promised and you’re probably going to have an unhappy person. And unhappy team members invariably lead to unhappy customers.

But how would you feel at Christmas if your loved one just gave you money? Unless it was a ton of cash or you’re saving up for something really special it’s not very exciting. It feels as if no care or thought has gone into it. It’s impersonal. It might be fine for Aunty Joan to give you money or a voucher at Christmas as she doesn’t know what you’d like (and it’s better than the alternative of a pair of slippers!), but if someone’s taken the trouble to find that something special and buy it for you – that’s going to have far more impact, right?

Money is a very short term motivator. And let’s face it, unless your team are on performance related bonuses few of us can be doling out monetary rewards every five minutes.

So what can we do to show our team some love?

Before you do anything…

The golden rule is to treat others how you would wish to be treated. And that’s certainly a good start. But the platinum rule is to treat others how they wish to be treated.

So find out what’s important to them.

Not everyone values or is interested in the same things.

Whilst some love the sense of achievement or recognition others get a buzz from supporting others. Some love to have their say and see their ideas put into practice, whilst others are happiest when they’re learning or being stretched.

And if it really is just tangible rewards people love? Well, I know I’d rather be given a bunch of flowers any day over a fiver go and buy my own!

We should never assume what our team would like and what’s important to them. If you’ve never had the discussion, it’s high time you did!

So start by doing a little bit of homework to find out what’s likely to bring a smile to their face… which they’re sure to pass on to your customers.

Here are some six things you might consider .…

1. Say thank you

I know I’m always talking about showing your customers your appreciation, but it’s just as important to demonstrate to your team that you appreciate their contribution.

The simplest thing you can do is to say thank you. Recognise and reward good performance, achievements and a job well-done. For many, that is all they need to feel encouraged.

Yes, they work for pay, but it always helps to know that their work is recognised. Not just as a routine passing comment; go out of your way to thank individuals when you spot them doing something in support of a colleague or that will delight your customers. Bring the team together at the end of a hectic day, busy shift or demanding project when everybody has pulled their weight to make sure everything went smoothly.

If you are genuine in your appreciation, and choose it for the right moment, it can work wonders. A simple but honest appreciative remark can go a very long way.

Celebrate and share successes. And if you are going to praise an individual, don’t just leave it till you are on your own with them. Find an opportunity when they are with their colleagues, and your praise will create a buzz! Make sure it’s genuine and specific for the task carried out, or the person might be seen by their colleagues as ‘teacher’s pet’.

2. Token gestures

Become aware of your team’s hobbies and interests. Then when you are out and about and see something that has to do with that particular interest, pick it up for them.

Coming into the business and saying: “I really appreciate what you do, and I got this for you as a small token of my appreciation”,  will make them feel they are recognised for a great job.

It doesn’t have to cost the earth; just a token. But the thought it evokes will make a real difference.

3. A treat

Give people the occasional treat. No need to be a lavish; look at ways to reward that create a win-win:

For example maybe a visit to a sister business or somewhere where they will be on the receiving end of outstanding service and are motivated to bring back more ideas that can be implemented in your business.

When your team have worked long or unsociable hours that had an impact on their personal life, extending the treat to be shared with their loved one not only makes your team member feel good but shows your appreciation of the support given by their friends and family. This paves the way for future good deeds too!

4. Time Off

For some people a little free time could be the most valuable gift you can give them.

Allowing flexibility to go home early to attend their kid’s sports’ day or the day before their holiday, have a lie in or the evening off on their birthday, or take an hour out to attend to a personal matter.

Allow the freedom for having fun too; this doesn’t mean being unprofessional, but looking for opportunities that create a relaxed and enjoyable place to work.

Simply a rest or just have a bit of fun can work wonders to their state of mind.

5. Awards

For those with a competitive spirit consider awards, competitions, or even a league table. This might mean focusing on a different theme each month so that everyone has the opportunity to be recognised for their particular skills and strengths.

External awards are a great way to give recognition for the whole team. Keep your eye out for awards which are relevant to your business or your market. Just being nominated an award is a great booster, as I recall from my corporate days when our sales director put me forward for the Institute of Marketing Sales Trainer of the year award. I didn’t win but I was one of the finalists, which gave me a huge boost, and an opportunity to invite my colleagues along to the awards dinner which was great for my profile and for the business.

Be sure to recognise all departments, including back of house staff, or those in non-customer facing roles. They all have their part to play.

6. Opportunities for personal development

We so often think of development as solely grooming somebody for promotion. This might be one intention or outcome but even when we know that a member of our team has probably reached their peak, that doesn’t mean to say that we just let them stagnate. A bored employee is unlikely to wow your customers!

Development should have the intention of making people the best they can be at their jobs, and this might lead to making the job easier, more rewarding or simply getting the job done in less time.

Rather than making everybody mediocre at everything they do, tap into their strengths, talents and passions so they excel in certain areas, and work as a team to bridge the gaps in individuals’ abilities or interests.

Identify and utilise their strengths, providing further development when needed to bring out the best in these areas. Delegate and give some control and ownership; this gives them pride in what they do and they will appreciate that you’ve recognised where they do a good job, providing of course you’re careful not to overburden or just dump these tasks on them.

Once we understand what’s important and a little bit of creativity there are plenty of ways we can say “I appreciate you” and find the things they’ll love.  And your customers will feel that love too!


Show your team some love

do your team feel lovedYou might be doing all the right customer service training, but however much you invest in the training, unless you show your team you care about them as much as you care about your customers and your bottom line they are unlikely to demonstrate the behaviours and deliver the customer experience you’d hope.

I believe behaviour breeds behaviour. So a happy customer is dependent on a happy team. Have you ever been served by someone who isn’t happy and still felt you had a good experience? Unlikely.

Keeping your team inspired and engaged can be a challenge for some businesses. But a demotivated team can lead to poor performance, poor customer service, poor attendance and ultimately to losing not only your best people, but also losing your most valued customers.

So how do you show your team members that they are valued and what incentives can you give that show that you appreciate them without costing the Earth.

 

A good place to start…

Start by finding out what’s important to them. Not everyone values or is interested in the same things.

Most might say money, but it has a very short term impact. Get their money wrong and you’ll have a very disgruntled employee, but pay them more today and by next month it’s forgotten.

Whilst some love the sense of achievement or recognition others get a buzz from supporting others. Some love to have their say and see their ideas put into practice, whilst others are happiest when they’re learning or being stretched.

So ask the question.

Depending on the outcome here are 6 simple things to do:

 

1. Say thank you

The easiest thing you can do is a genuine thank you. Recognise and reward good performance, achievements and a job well-done. For many, that is all they need to feel encouraged.

It always helps to know that their work is recognised, even if this is what they are paid to do. Make a point of thanking individuals when you spot them doing something that shows they’ve made an extra effort or used their initiative.

Celebrate and share successes. Bring the team together to show you appreciate their efforts at the end of a hectic day or when everybody has pulled their weight towards a project. Your praise will create a buzz and a genuine thank you can work wonders.

 

2. A treat

You don’t have to go overboard, but an occasional treat is always appreciated. It could be something that is a win-win such as time out to visit a competitor or sister business to see how they do things and report back on ideas that can be implemented in your business.

When your team have worked long or unsociable hours that had an impact on their personal life, extend the treat to include their loved one. This not only makes your team member feel valued but paves the way for future good deeds by showing your appreciation of the support given by friends or family.

 

3. Time Off

Allowing the option to go home early, come in late, or take an additional day off to attend to a personal matter or just have a bit of fun can be very energizing.

We all lead hectic lives, so for some people some flexibility or time off could be the most valuable gift you could give them.

 

4. Make it personal

A little something that’s unexpected can evoke a very positive response.

If you’re aware of people’s interests when you see something that has to do with that particular interest, pick it up for them. Saying “I really appreciate what you do, and I got this for you as a small token of my appreciation”, not only will it make them feel they are recognised but it shows you’ve taken an interest in what’s important to them. It doesn’t have to cost the earth; just a token. Be careful it doesn’t embarrass them in any way, so consider when it is given, but at the right time can make an employee feel special and appreciated.

 

5. Prizes

There are bound to be people in your team with a competitive spirit. So consider awards, competitions, or even a league table.

League tables might mean focusing on a different theme each month so that everyone has the opportunity to be recognised for their particular skills and strengths. Tie this in with your values (it’s a great way to bring these alive!)

Keep your eye out for external awards which are relevant to your business or your market. These are an excellent way to give recognition to the whole team or an individual who has excelled. Just being nominated for awards is a great booster, and working towards an award gives a sense of focus and pride.

 

6. Development opportunities

Development isn’t just about grooming somebody for promotion. That might be one intention or outcome but even when we know that a team member has no aspirations to go further, or reached their peak, that doesn’t mean to say that we just let them stagnate.

Rather than making everybody mediocre at everything they do, tap into their strengths, talents and passions so they excel in certain areas, and work as a team to bridge the gaps in individuals’ abilities or interests.

Delegate and give ownership, such as making people champions for certain tasks. This gives them pride in the task and they’ll appreciate you’ve recognised where they do a good job (ensuring you’re careful not to overburden or just dump these tasks on them).

Think about life skills; for example offering English lessons for migrant workers.

Give people the opportunity for career progression where possible and appropriate. You may not be able to accommodate everyone’s aspirations particularly if you’re a small business, but having some kind of succession plan in place gives people something to work towards.

 

In summary

So by doing a little bit of homework and a little bit of creativity there are plenty of ways you can recognise and reward your team to show them some love and bring a smile to their face which they’re sure to pass on to your customers.


Give staff ownership

Here’s the 12th and final part in my 12 blog series onfreedom - empowerment

how to engage and motivate your team on their return from their Christmas break

12. Ownership

Give individual team members ownership over particular tasks. This gives a sense of pride and ownership.

And with ownership comes the desire to get things right.

When individuals have one or two areas to focus on specifically it encourages them to go deeper and develop their expertise. This can take the pressure off you as this person then becomes the go to person instead of you.

Which invariably speeds things up for the customer too!

 

Download my Free Guide7 reasons 3d image clear
“7 Reasons why Customer Service Training Fails”



Enter Awards

Here’s part 11 in my 12 blog series onAward Winner

how to engage and motivate your team on their return from their Christmas break

11. Enter Awards

Focus people’s attention on customer service by aiming for an award, competition or simply an internal league table. It can be great motivation for those with a competitive spirit: For internal reward this might mean focusing on a different theme each month so that everyone has the opportunity to recognise their particular skills and strengths.

External awards are a great way to give focus and recognition for the whole team. Keep your eye out for awards which are relevant to your business or your market. Just being nominated for an award is a great booster it itself.

And as they say “You’ve got to be in it to win it!”

 

If you’d like more ideas here are 28 Activities to Engage, Energise and Excite your Team in Customer Service28 activities to engage your team in customer service 1



Engage and enthuse your team for the year ahead

On the eighth day of Christmas my true love sent to meteam

Tip #8

Engage and enthuse your team for the year ahead

Happy team equals happy customers.

Unless you’re doing something to keep your team motivated and involved and empowered there’ll come a point when they just stop bothering. Particularly if they’ve been off over the Christmas period it’s time to inject some new energy. Give your team something to work towards so they’ve a sense of purpose and focus. Play to their strengths and preferences.