- THE MAGAZINE
Most of us are quick to point out failures or shortfalls, but when compliments are heard, we tend to react with a “that’s what they (we) get paid for.” It’s been my experience that a quick word of praise or a compliment to hard working technicians can sometimes reduce the number of customer complaints overall. If an employee feels that consumer comments are indeed received and acknowledged by the company, they will often try a little harder to generate customer compliments, and in so doing, create a lot of customer good will.
The “rewards” for good job performance can, but don’t necessarily have to, take the form of financial compensation. Commissions for added cleaning or additional services, such as applying protector, are common ways technicians can boost their paycheck. However, the kind of “extra mile” effort I’m talking about here is not necessarily additional work but rather just doing the scheduled work well above the customer’s expectations. Small bonuses for exceptional performance are always well received, but other means of recognizing a job well done can produce as much or better results.
Some examples of non-paycheck rewards are:
- A preferred parking spot
- A special “Employee of the Month” plaque
- Posting a written customer compliment on the company bulletin board
- Movie tickets or dinner for two.
Sometimes, friendly competition within the company can serve to raise morale and stimulate sales. Contests can stir the competitive juices in technicians and be a lot of fun as well. There should be a prize for the winner, but it’s really all about “bragging rights.”
Naturally, when the technician gets their paycheck with all the extra work on it, the behavior is reinforced again.
Some examples of these contests are:
- Who will sell the most carpet protector this month?
- Who will have the highest average job ticket in a month?
- Who will get the most written customer compliments?
Don’t forget the non-production employees as well. Plan some type of recognition for exceptional performance for sales and office personnel as well. The goal is to build a true feeling of teamwork with everyone doing their best to move the company forward.
The keys to a team’s success is that everyone knows their job and does it well, while at the same time working with the rest of the team to reach the company’s goals. When monthly goals are achieved, why not throw a small party and buy everyone an ice cream or soda? When it’s someone’s birthday or special day, recognize the person as the unique individual they are. Personal recognition and appreciation are powerful motivators and can lead to increased production, fewer complaints, and a happier work environment.