Frontline employees act as spokespeople for your company and represent the brand, so they’re pivotal to your business. There’s no question that highly empowered, motivated and engaged team members have better customer interactions and work more efficiently than disengaged employees. Gallup found that engaged employees are 17% more productive, yet 77% of U.S. workers are not engaged at their jobs today.
How can you empower your teams so they stay motivated and engaged? According to findings from Globoforce, 69% of employees said they’d work harder if they were better appreciated and recognized. At Crew, we get to see the creative approaches that thousands of managers use to connect with their teams. In fact, in a recent customer survey, 73% of respondents said that Crew helps increase motivation.
Here are three best practices that work wonders for frontline leaders:
1. Share customer feedback data with your team
Most service businesses are constantly doing customer surveys, tracking reviews and monitoring voice of the customer data. Several quick-service restaurants use Crew to send that aggregated survey data to employees. This is as easy as snapping a photo of the data you want to share, @mentioning any team members who contributed to that customer’s experience and sending it out as a message or announcement to the appropriate group.
What’s great about this use case is that by highlighting positive reviews (and maybe areas for improvement from time-to-time), you’ll motivate your frontline to reach their customer service goals. It’s always a good idea to communicate exactly what’s working well, so the whole team is encouraged to repeat and replicate that behavior.
2. Reward employees with gold stars
A Psychometrics study asked employees what their leaders could do to improve engagement, and 58% of respondents replied “give more recognition.” We recently talked with a Domino’s franchise in Texas that’s using Crew to do just that. Each time a pizza delivery earns positive customer feedback, the customer care manager awards a gold star to the team member who made the pizza and to the person who delivered it. Frontline staff accumulate these gold stars, and at the end of each month, the owners give an Amazon gift card to employees with the most gold stars.
This is an excellent way for any business to recognize outstanding employees who go above and beyond in customer service. By using tangible rewards, you’re showing your team that you truly value their contributions, and as a result, they’ll be more likely to go out of their way to solve complicated customer problems and make customers happy.
3. Promote healthy competition between stores
Once you get going with these first two strategies, it’ll be easy to foster healthy competition between all your stores in an area or district. Simply by seeing the customer service feedback and employee rewards for certain high-performing stores, your other teams will take notice and be motivated to drive similar success. For instance, area coaches often use Crew to post rankings for customer feedback scores across stores.
You could also share a video or tips from top stores about how they achieved their results. This both celebrates entire teams for positive improvements, and at the same time empowers other store managers to push for better business outcomes.
When a team or an individual employee knows they are valued, they’re more likely to deliver increased value for your business in return. What’s most important is to make sure you notice when employees are going the extra mile and empower all of your frontline staff to do the same. As a result, you’ll increase employee productivity and customer satisfaction will soar.
PS – following up on last month’s update, we had several requests to go over using Crew for open enrollment and so we’re hosting a webinar. See how Crew can drive higher open enrollment engagement from your frontline- sign up for our webinar by clicking this link!