A motivated employee is a productive
employee. And productive employees can do wonders for a company’s
bottom line. They provide exceptional customer service, which creates
customer loyalty and results in increased sales. They also stay
with the company longer, which decreases the costs of hiring and
training new employees.
Too many companies focus more on maintaining their equipment
than they do on motivating their employees. And often, those that
do attempt to motivate their people do so with money. Money, however,
is not a motivator. “There is little correlation between pay
and performance,” “Recognition is much more effective.
People have an incredible need for recognition.” Motivation
need not carry a hefty price tag. It doesn’t have to be a huge
bonus or a trip to Tahiti. In fact, in some cases it can cost nothing.
It can be something as simple as a word of praise, a note of thanks,
a special parking spot, or a sincere round of applause.
Use positive reinforcement and
public praise. Too often the only time employees get any
attention is when they make a mistake. They need to know that their
contributions are noticed and appreciated. A well-deserved word
of praise can do much to set the standard for quality service at
a company. Deliver “thank yous” in person as often as
possible. Recognize exceptional employees in the company publication
and acknowledge them at company functions.
Be timely, specific and sincere.
Acknowledgement of a job well done must be timely in order to be
effective. A word of praise delivered a month after the employee
has performed exceptionally doesn’t have the impact it would
immediately after she has done so. The more specific you make it,
the more sincere it will be.
Train employees. When you
take the time and make the investment to train employees, they will
feel valued. And employees who feel valued not only are more motivated,
they are more productive. Give them the training and the tools they
need to do their jobs—and to do them well.
Empower employees. Empowerment
is a powerful motivator. Employees who are given the authority to
handle customer complaints and concerns on the spot—and to
bend company rules in the process—are crucial to the success
of any business. “When you empower employees, you are telling
them that you trust them,” “It’s also important that
you let them know they won’t be fired if they make a mistake
in serving the customer.”
Coaching and counseling are critical.
Encourage employees to set goals and help them accomplish those
goals. “When you do,” “you develop a cohesive team
that will drive your business. Many employees have self-imposed
limitations that prevent them from reaching their goals. If you
want to build a high-performing dream team, you must help to build
the self-confidence and self-esteem of your employees.”
Treat employees well. The
way you treat your employees is the way your employees will treat
your customers. When employees feel good about their jobs and the
company, they perform efficiently, effectively, and enthusiastically.
Become a great leader.
“A great leader spends time every day trying to catch employees
doing great things,” “A great leader then reinforces that
behavior through recognition and praise.”
John Tschohl is an international service strategist and speaker.
Described by Time and Entrepreneur magazines as a customer service
guru, he has written several books on customer service, including
e-Service, Achieving Excellence Through Customer Service, The Customer
is Boss, and Ca$hing In: Make More Money, Get a Promotion, Love
Your Job. John also has developed more than 26 customer service
training programs that have been distributed and presented throughout
the world. His bimonthly strategic newsletter is available online
at no charge. You can reach John at www.customer-service.com.
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