Tag Archives: staff

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

No one to answer the phone?

No one to answer the phone… = frustrated customer, frustrated owner

Have you ever phoned a business and heard endless ringing or a busy signal every time?

In today’s world of instant everything we expect something to happen when we dial a phone number, especially when it is a business phone. At the very least, we expect a voice mail although our preference always is a person.

So why is the phone not answered, especially when it is your business? When your business is closed during after hours or special holidays, there should be an answering machine with a polite welcome message. But when your business is open… what then?

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Your Staff is Your Voice with Your Customers

It’s my experience savvy staff know politeness, helpfulness and a smile translate into cash tips in the hospitality industry. Your staff is your frontline face for your business no matter what industry. Smiling faces and voices welcome customers, put them at ease and give them the feeling they are respected. Yes, it is important to have well trained staff, but I find it is equally important for staff to feel they have the support of your business behind them.

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Anything you can do to make your staff feel part of the team is good for business. It is the little things that count. A word of gratitude for a job well done, a signed card with a bonus cheque at Christmas time, public recognition for their work…there’s lots of ways to build a team. When your business has teamwork you can guide your staff to talk with customers in the way you want. Their voices reflect your message with customers.

Of course there will always be staff that are there only for the paycheque, but others have deep personal values and always strive to do a great job. Those loyal staff members not only deserve to be rewarded but must be rewarded with satisfaction in both tangible and intangible ways. Staff can be your biggest asset or your biggest liability. If you have a system to reward your staff with things they value, some of your paycheque-only staff may change their attitude. Finding ways to make your staff into your greatest asset pays huge dividends. Remember, your staff is your voice with your customers.

It is the day-to-day actions that build or destroy a staff-management relationship.

  • Always speak with your staff like you would like to be treated.
  • Be flexible, but also clear about your expectations that come with the job. Give them a vision.
  • Voice your satisfaction immediately with individual staff when you see outstanding work, especially the ‘small’ things.
  • When you have a concern with one of your staff, begin the discussion by giving a compliment first.
  • At staff meetings start discussing what went right first. Then you can go into asking for input for improvements, setting goals for the team to focus on, asking for solutions when challenges crop up or whatever pressing topics need to be addressed.
  • Consistently be the example for your ‘Business Face’ to steep your staff in your business culture. After all, you cannot always be in front of every customer so your staff is your voice with your customers.

What is your experience with building staff loyalty?

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Visit Plenty FULL Services (PFS) for ‘Staff Management Tips’ to make your work load easier to manage.

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