When a star staffer gives notice, you likely ask, “How can I get you to stay?” Generational expert Meagan Johnson recommends not waiting until a valued team member quits to pose this question. She suggests incorporating Stay Interviews into your human resource strategies, especially with younger employees who live in the present with their employer, as opposed to when a traditional review may have been last done. Johnson says, “The first Stay Interview occurs within the first 60 days of employment, followed by whenever a manager or supervisor feels a Stay Interview is needed. If you feel that someone’s becoming discouraged, disheartened, burnt out — you can perform a Stay Interview.” Among the questions she suggests including: “What kind of feedback or recognition would you like about your performance that you aren’t currently receiving? and “When was the last time you thought about leaving your job and what was the cause of you thinking about leaving?” Who wouldn’t appreciate the opportunity to have such a conversation, no matter their age?
marketingReward Online Mentions
If a team member’s name pops up in online reviews, more people will come in and ask for that person. To encourage such excellent service, Wag Nation in Newport, RI, rewards employees each time they are positively reviewed, with a bonus that could be anything from store credit to cash for their car payment. “The bonus is a great way to show our appreciation and keep our customers at the forefront of everyone’s agenda,” owner Tallia Luvera says. “Likewise, this allows our staff to feel comfortable taking their time with our customers, walking the store with them, going above and beyond.”
communicationMaster Chat Messages
Can’t decide whether to text or call a customer about an upcoming event at your business? Send a voice note instead: They aren’t intrusive, are more personal than a text and “sound like personal mini podcasts,” notes The Guardian.
salesWait a Minute … Then Pounce
The right moment to approach a customer who enters your store has vexed retailers for generations. Jump too early, and they may flee the store or get defensive. Wait too long, and they may slip out or, worse, consider it poor service. Retail expert Paco Underhill, whose company collects some 50,000 hours of consumer behavior on tape every year, concludes that about one minute is the golden time when shoppers are most amenable to being approached by an employee.
self-improvementWork on Your Failure Resume
Flagellating yourself with a list of professional screw-ups sounds like a recipe for negativity. But according to Melanie Stefan, a lecturer at Edinburgh Medical School, it’s actually a good way to come to grips with the false narratives many of us carry in our head about success: That it appears fully formed and all at once. In actuality, accomplishment is the end result of a lot of failures. In addition to helping us understand what we have learned from our misses, keeping a “Failure Resume” — a personal record of all the things that didn’t turn out the way we hoped — is a surprising source of inspiration to overcome adversity and persevere, she told the New York Times.
wellnessEnjoy the Cookie
If you’re going to reward yourself with something less than healthy, say a cookie or a free roam through social media, at least enjoy it. Wellness expert Karden Rabin says in Adobe’s online creativity resource 99U, “If you’re thinking, I want to be nice to myself and have a cookie, you’re going to miss the pleasure principle of eating that cookie if you’re on your phone and distracting yourself at the same time.” Instead, take the time to savor the moment while being present, she says.
marketingGestures That Stick
Give stickers to customers with new pets. Stephanie Wright of Bend Pet Express in Bend, OR, enlisted the help of staff member Lauren to create three for those who have new dog, cat or small animal family members. The illustrations are adorable, and customers appreciate the warm welcome.
financesLittle Changes Mean Big Savings
According to the National Retail Federation blog, Walmart recently reported it would save $20 million a year just by changing its floor wax to a cheaper and sturdier version, meaning its floors would need to be buffed less often. $20 million is peanuts for Walmart and floor wax is pretty boring, but as the blog noted, simple savings can add up. “It might be time to dig deeply into the ho-hum products you use to see if savings or innovations are available.”