Last week I met with a group of sales managers for a national retailer that is doing very well. Turnover is low. Same-store sales have been outpacing their peer group for five years. Quarterly and annual financials have been excellent.
The question they were asking was, “How do we keep our people motivated?” I asked why they think they have an employee motivation problem. They explained that while same-store and company-wide performance has been terrific, it is slowing, and some employees are becoming less enthusiastic. Those employees are becoming more frustrated when they do not delight a customer and earn a sale.
“What do you currently do when an employee gets upset that they did not fully satisfy a customer?” I asked. One regional sales manager explained that they talk with the employee about things the employee could have been done better. After all, I was told, “the employees need to be…
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