Tips for Clients - Using Results
Written by sdipietr on 4:40 PMTransparency
* Let employees see the evaluation from before the program begins. This increases the buying-in process which is necessary for any motivational scheme. Involving Managers is strongly recommended as they will be responsible for the reports' review with their team.
Recognition
* Dramatize and publicize all employees who scored well on their evaluations. Either recognize them at staff meeting, put up a bulletin of high achievers for everyone to see, or create an employee of the month plaque and use the high scored as candidates. Not only this motivate employees to continue to do a good job, but it also encourages other to get an the ball and perform the same as their co-workers Provide additional bonus for managers / branches who do exceptionally well, consistently, on their mystery shopping reports.
Training
* Low scoring reports should be reviewed on a one to one basis with the staff evaluated. The reports form the basis of the training required. A review with the team is beneficial but always ensure that your review should not target the individual involved.
On-going internal marketing
* Be sure never to let your staff know that you will accept anything less than perfect service. Top management should be involved in promoting the program. Continue to mention you commitment to customer service implementing this program, and they too will begin to accept it as a requisite. Include Mystery Shopping information in company newsletters. Remind employees that any customer could be a Mystery Shopper; creates consistency of service
Thanks to Member Nathalie Jays of Synovate in Australia for the article.
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