Tag Archives: marketing

Keep Staff Connected to Enhance Customer Experience

Matt Rolfe in his November 27, 2014 blog “Five tips for effective employee engagement surveys” states some startling statistics… 60 – 100 percent of staffers leave voluntarily on an annual basis. That affects guest experience, social media ratings and profit.

In the hospitality and retail industries most of your staff work in some capacity directly with customers. One of the key members of your staff is your manager; through his/her leadership staff will gel into a cohesive team focused on providing great service or not. Your business success depends on good-to-great leadership otherwise a large percentage of your staff will leave. A business is a team effort so your supportive guidance along with your manager‘s is critical.

Rolfe further states that replacing a staff member costs a business one to three times the staff member’s annual salary.

Over the course of a year that could turn a lot of potential profits into ashes!

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Based on his own experiences, Rolfe has found staff quit most often because there is a problem with managers, not necessarily with the business. He recommends an employee engagement survey as a performance indicator. Visit www.restaurantcentral.ca/employeeengagementsurveys.aspx for his five tips for effective surveys.

All businesses are in the business of relationship building both with their customers and their staff. A survey is an excellent tool but if you can’t see yourself monitoring performance through a formal survey, perhaps these suggestions will be some help until you can put a survey in place.

To enhance customer experiences and reduce staff turnover, it is important to give public and peer recognition to your staff.

  • Saying a verbal thank-you after a notable effort means a lot to a staff member who wants to be part of your team.

  • Seeking staff input through staff meetings and putting some of their suggestions into action is another form of relationship building.

  • Being in integrity and building impartial leadership creates a safe environment for open communications.

  • Formal recognition milestones also play an uplifting role in staff engagement.

  • Making the team environment a lighthearted place to work improves performance.

  • Putting heart-felt, handwritten ‘Thank you Team’ notices on the bulletin board communicates appreciation.

  • Implementing friendly competition events with fun rewards within your business fosters team building as well as sponsoring teams for local community sports events.

  • Encouraging staff volunteer efforts for local community non-profit organizations is an avenue for compassion for others.

  • Set aside two 15 minute sessions each week, to confidentially talk face-to-face with two different staff members. Let all your staff know the purpose of the talks is to make their workplace a more satisfying and stimulating environment. Remember these confidential sessions are sacred! Honor your staff by making time for them. To focus the conversation, have a list of 2-3 discussion topics to start with.

  • When a staff member chooses to leaves, have a policy for an end-of-employment interview to thank them for being part of the team, find out what they liked best and least, suggestions for improvements and wishing the best for them in their new position. Make sure all employees know about this interview and what to expect when their employment is finished.

Creating an effective, open form of communication keeps your staff connected to enhance customer experiences. All businesses are in the business of relationship building.

How does PFS help with this process? In our surveys that get sent out one of the questions asked is about the person (employee) that served them. If you assign employee to have their own id in the program it tracks the customers they served. So even if the customer forgets the name of the server our program helps remember.

Here’s to YOUR Success!

Peter

Creating Staff Loyalty

Recognition for staff efforts is important for building a loyal team atmosphere. It can be given many ways, but sometimes you need to use tangible rewards to build staff loyalty. It is the old saying, different strokes for different folks and I have seen a lot in my 30 years. Rewards are a great way to motivate your staff anytime, but especially when you are introducing a customer loyalty program.

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Loyalty programs are for customers and have to satisfy their ‘what’s in it for me’ expectation. Sometimes staff don’t see the big picture…how a customer loyalty program will benefit themselves. Staff incentives can make the difference because there is something in it for them while they are promoting your new program.

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It can happen several ways:

  • Some staff members enjoy a contest, but in the end only one staff member gets the ‘big’ reward.
  • Rewards for reaching milestones within a time-frame produces greater motivation among a larger number of your staff. Each one has an equal chance to get a reward.
  • Have different levels of rewards…
  • give a gift card prize for ‘x’ number of sign-ups
  • first staff member to get 100 customer sign-ups gets double the gift card prize
  • greatest number of sign-ups over a base number within the week gets a cash bonus of ‘x’ amount. Several of your staff may qualify, especially the competitive ones.Have fun with staff rewards.

Rewards directly linked to the number of customer sign-ups ensures your new loyalty program is promoted to as many customers as possible. The more sign-ups, the more perks staff can qualify for whether it’s a cash bonus, gift cards or a day off with pay.

How do you inspire your staff loyalty?

If a customer loyalty program is something you want to explore, send an email to peter@plentyfullservices to see how we can make it as simple as 1-2-3 for your business to bring in more customers over and over again and have a 1-2-3 way to reward your staff for their loyalty too.

Here’s to YOUR Success,

Peter

Keep Them Today, Tomorrow and Forever

Keeping Today’s Customers Tomorrow, Next Month and Next Year

Blanket print advertising has been a traditional mainstay of marketing but in today’s electronic world it is losing ground. Customers are mobile; they want instant results. Few are willing to find an offer in a paper, cut it out and bring it in. There are several permanent problems with crowd_peoplecoupons in the paper. First of all, the customer has to receive the paper. Next, this form of marketing encourages consumers to wait for the best price; they may or may not consider quality or service. Plus, the business has to plan well in advance to meet deadlines and have the right offer for the right season. Then a manual, time-consuming tracking system has to be in place to crunch the numbers quickly to see the effectiveness of the marketing campaign. Once the campaign is in place, it is permanent. It can’t be easily tweaked to suit subtle market changes. It can be very costly for the results it generates.

Continue reading

Keeping Today’s Customers …

Tomorrow, Next Month and Next Year

Blanket print advertising has been a traditional mainstay of marketing but in today’s electronic world it is losing ground. Customers are mobile; they want instant results. Few are willing to find an offer in a paper, cut it out and bring it in. There are several permanent problems with coupons in the paper. First of all, the customer has to receive the paper. Next, this form of marketing encourages consumers to wait for the best price; they may or may not consider quality or service. Plus, the business has to plan well in advance to meet deadlines and have the right offer for the right season. Then a manual, time-consuming tracking system has to be in place to crunch the numbers quickly to see the effectiveness of the marketing campaign. Once the campaign is in place, it is permanent. It can’t be easily tweaked to suit subtle market changes. It can be very costly for the results it generates.

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Blanket radio advertising is much more current. Continue reading

Hitting the Bullseye: Target Marketing

Putting an advertisement in the paper or the radio is a common practice. According to Trustmode Marketing of Vancouver, this form of advertising is ‘taking fire at whatever there is’. Another name for it is ‘Shotgun Marketing’. Because the market is so generalized it lacks focus and power.

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 Why is it important to have focus and power? Continue reading