6Principles of Engaging & Retaining Restaurant & Retail Employees

By Access DevelopmentBlog.accessdevelopment.com

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Who’s the most important person in a B2C organization? The CEO? Founder?

The employee interfacing with a customer at any given moment.

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Q: A:

Yet these positions are plagued with disengaged employees and high turnover.

Cashiers, servers, sales associates, hosts are all critical to a great customer experience at a restaurant or retail operation.

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They all invest heavily in employee engagement and retention.

That translates to a better customer experience.

What do these popular brands have in common?

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It costs $3,328 to replace a $10/hour retail employee.

One bad experience with a disengaged employee can cost thousands more in the lifetime value of a customer.

Source: https://www.americanprogress.org/wp-content/uploads/2012/11/CostofTurnover.pdf

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Follow these six principles to better engage and retain restaurant and retail employees.

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Employee engagement and happiness leads to engaged and happy customers.

Customers that will return again and again.

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FAIR PAY AND FAIR BENEFITS FOR ALL1 Almost every employee survey reveals these are the two areas that dictate engagement.

People work to earn a living, but it’s not always about money. Employee perks such as discounts are also factored into compensation.

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2 GIVE THEM OPPORTUNITIES TO ADVANCEEvery employee entering an organization should have a chance to work their way to the role of CEO.

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3 EMPHASIZE THEIR ROLEHelping employees see how their efforts impact the customer and the company will help motivate them to excel at even the most menial of tasks.

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4 INVEST IN TRAININGBesides training them in how to do their jobs, teach employees how to interact with customers and coworkers.

Training is expensive, but cheaper than customer churn.

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5 INVEST IN SMART HIRINGFocus on people with a natural service-oriented mindset who can get along with others.

This principle is most important for managers. People quit managers, not businesses.

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6 BE OPEN TO FEEDBACKSeek out criticism.

This doesn’t mean changing your operation based on every suggestion. It means some valuable changes, as well as some teachable moments.

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Success isn’t guaranteed. Retail and restaurants will always rely on transitory employees who may or may not stick around long-term.

But with the right investment, every employee can become a conduit to great customer experiences – which leads to growth and loyalty.

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Read the full post at http://j.mp/engageb2c

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