Fire Your Grumpy Staff?

I read a great article recently with the above title.   The essence of the message was “I can’t for the life of me see how great customer service can be delivered by staff who hate – or don’t enjoy – their jobs. Great service experiences are always a result of someone who is engaged and sees the problem through the customer’s eyes.”

Couldn’t agree more.  However, you don’t need to fire all of them.  A Motivation Review of the team would soon establish if you had the right people in the right roles to deliver excellent customer service.  More importantly it gives leaders the opportunity to engage with staff at a different, emotional, level – to identify the reasons behind any grumpiness.

A small change in a leader’s reward strategy to each individual will then make a big difference to employee motivation – and customer service.