Teach adaptabilityEvery customer is different and this means being flexible. Instil in your team a desire to learn, listen and roll with the punches. Not only is each customer different but so too is every employee. The same adaptability can prove beneficial in the workplace and encourage good relationships amongst co-workers.
Promote work ethicWhen no job is too big or too small for your staff, it reflects in their customer service. Customers will appreciate the effort put in to each transaction. Good work ethic in a team is a huge positive - if all cogs in the machine are keen to turn together, you create a great team culture.
Encourage knowledgeKnowledge is power. It’s also persuasive when customers see that your team know about your products and services and can explain how they can meet customer needs. They should expect nothing less and it’s also a great way to build trust, growing the relationship between your business and your customers.
Walk the talkAt the end of the day, you guide your team. Make sure that your team understand what’s going on at all times. Demonstrate friendly, professional customer service and clear communication. Show your team how you want them to interact with you, with each other and with your customers.
Keeping the momentumWe all go through times during the year when we feel less productive and less motivated than normal. As an employer, it can be frustrating to try and keep motivation levels high amongst your team. Whether you’ve noticed a slump in productivity, or simply want to prevent it, here are some tips.
TrainingWhen people know more about something, it ignites their passion. The more your team understand and have knowledge of your business, products and services, the more likely it is that they'll push for its success. It also increases the feeling amongst team members of being valued. By sharing information and encouraging your team to upskill, you’ll spark their renewed enthusiasm for the business.
RecognitionAlways recognise and reward good work. It doesn't need to be a grand gesture, but acknowledgement is compelling. By showing your team you're aware of their efforts, you're both rewarding the drive they’ve already demonstrated and encouraging them to greater heights. In recognising individual and team achievements, you create a powerful feedback loop where positive inputs create positive outputs.
Avoid micromanagementNo one likes having someone watch over their shoulder. What's worse is when someone has put a lot of effort into something, only for every detail of it to be picked apart or altered. This is not only demeaning but also incredibly demotivating. It's hard to step back from micromanaging, to delegate effectively and trust the capabilities of your employees. Remember, they're there for a reason and are doing the job they know best. By refraining from micromanagement and putting some trust in your team, it will also free up your time to do the things you're best at and to focus on moving the business forward.
ResourcesThere is nothing more disheartening to an employee than to have inadequate resources. In order to function correctly, your team need to have the right tools. It's one of the first and most regular questions you need to be asking, 'do you have the right resources to perform your role adequately?' and if not, ‘how can we fix it?’
Don’t hold backDon’t assume that just because some team members are not very demonstrative or are older or a bit reserved, that they don’t need just as much encouragement, support and direction as others. Everyone likes to be appreciated. You might have to modify your style a bit but taking time to discover what makes everyone in your team tick will yield dividends. (Quite literally, sometimes). Take the time to reach each member of your team and let them know you value their contribution to the business – it’s a key motivator.
The most important point to remember is communication - being open, clear and positive with your team creates the right environment to motivate them.