What works best - carrot or stick?
Do people really work for you for the money?
Do they do better work for you if you pay them more?
Or do they work for you because they enjoy the work, get acknowledged and rewarded or like the people they work with?
When have you ever done your best work for someone who was threatening you?
If you're looking for superior customer service, creating positive initiatives for positive performance will be much more effective than penalties for bad practice.
But what kind of positive initiatives should you provide?
Well, the answer is different for every employer. It will always be more than employee of the month. For some employees, movie tickets and other small rewards will be more important than bigger things, not for their monetary value, but for the recognition.
People don't really work for the money, they work for job satisfaction or being valued.
One important benefit of a customer service audit is to find out what will really inspire and motivate your staff. It's easy to say they need recognition and acknowledgement – but what's really important to them – a speech at morning tea? Tickets to the movies? Or tickets to the footy? A voucher for a day spa? Or a game of ten pin bowls.
One size doesn't fit all when it comes to creating a positive work culture.
To talk to me about customer service audits, designing the right incentive and recognition scheme for your business or other customer service, motivation or listening skills, email maggie@parexcellence.net.au or phone 0402 301 402.
I offer consulting, audits, training, facilitation and video programs to transform your organisation's customer service.
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