How to keep morale high this festive season
The season of goodwill to all doesn't often translate to those working in fast-paced customer-facing environments such as retail and food service. For franchises operating in these sectors, it is important to find ways to keep morale high and your staff motivated as these next six weeks could be critical for your bottom line.
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Why morale is so important
Happy employees deliver excellent customer service, which can lead to increased sales and a strengthened reputation. Modern businesses need happy, loyal customers to share word-of-mouth recommendations, enable their businesses to thrive, and compete in a crowded marketplace. Happy, productive and helpful staff make for happy customers.
However, customers may succumb to stress and unfairly vent their frustrations on the messenger when the product or service they want is out of stock or not part of a promotion, particularly at this time of year. This means it is never more important than now to prepare your staff for what is to come. you should support them and create a sense of belonging that allows them to work cohesively, sharing the load and maintaining a focus on customer service.
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How to boost morale in the workplace
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Be reasonable about shifts
When your employees feel that you value their personal commitments and work with them to achieve a mutually satisfactory schedule, they will be happy to give their all when they are on duty. Try not to reject a reasonable request for time off and instead ask your employee to help you find cover or swap shifts. Allowing them some autonomy in deciding when they work will strengthen their bond with the business and reduce the likelihood of unexpected absences.
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Clarify escalation routes
It is an unavoidable fact of life that complaints increase during the holiday period, so make sure that all of your employees know how and when to escalate a customer complaint to ensure a timely and appropriate resolution. Handling conflict effectively can transform an unhappy customer to a loyal brand ambassador, so reiterate to your staff the importance of sticking to your escalation plan rather than freestyling a solution that may not bear fruit.
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Recognize and reward high performance
Always look for reasons to praise your staff. This may be for small gestures such as noticing a customer in need and offering help without prompting or for voluntarily taking on additional duties, extra shifts or supporting junior colleagues. A reward does not have to be monetary, although a bonus is always welcome in cases where finances and policies allow. A simple thank you is often enough to motivate continued high performance among your workforce.
In short, boosting morale is an ongoing effort, and businesses that excel in motivating their workforce often find the holiday period to be no more challenging than any other time of year. Focus on this one area, and you should have an easier time this Christmas.