Hi, I’m interested in understanding the techniques people use to keep their staff motivated and interested. We are getting too many complaints from customers and it is starting to affect our business?
Start with reviewing the remuneration first. That is the first root of demotivation. Employees who believe they are not being remunerated enough would put a less than 100% effort.
Secondly - make sure that they are trained well. They should know how to do whatever their function requires them to do. The most common excuse for employees not doing something is that they dint know how to do it.
Thirdly - try to create a positive work place environment. This would need a sit down with the employees and telling them that things are not going well and as an owner you want to change things around and ask for their suggestions as to how this can be achieved. If they come up with ideas/suggestions, they are more likely to follow them than if your put it to them.
Fourthly - appreciate the time they out in your business. This is more than paying them wages. This is about showing them that you genuinely care about them as people. Things like a cake on their birthday (from the business), a day off on their birthday, Christmas bonus etc goes a long way.
Just a few things I could think of from the top of my head.
Hope it helps.
Sometimes it could also be a bad apple, ie. one staff that is affecting all staff with their attitude.
I would recommend that you have an external HR consultant or the like to see what exactly is wrong.
Sometimes it is not about the dollars and cents but about something simple.
If you need more guidance on this, please touch base with us, as we can put you in touch with someone that has helped our clients before.
JTR & Associates
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It can be soul-destroying for staff if the root-cause of the complaints isn't being addressed. I would make sure you and your senior team spend time speaking with the customers who are making the complaints. This will show the team that the bosses are willing to get their hands dirty. It will also provide management with direct feedback on what's driving the complaints so that the issues can be fixed.
Also ask the team what they believe needs to be done to improve the situation. More often than not, they have the answers. Feeling that they are empowered to suggest (and make) improvements is a great way to improve employee morale and engagement.
Hope this helps and good luck you with your business.