A Hands On ApproachPutting Our Backs into Customer Service

OverviewIssues/Problems

Questions & Survey Process

Survey Answers & Interpretations

Team Solutions & Conclusion

Introduction

Staff Issues

Management InterviewHigh Turnover Rates “...lucky to get workers to last 3 -6 months...”

Young & Inexperienced “...most barely out of high school...”

Intense & Stressful “...such a tough job...”

Training May Lack

Team Engagement

Staff BreakdownSeparate Staff Into Two Junior/Senior Staff Members

Combat Communication Issues

Hierarchy/Personality Problems

Questions/CategoriesIndividual Questions

Categories Examined Demographics Personality Training Technical Ability Management Issues

Survey KickoffTwo Sets 15 Senior, 32 Junior Level

Google Doc Launch Ease of Use, Automated Surveys

Two Week Time Frame

Answers - Junior EmployeesIt’s not the Training, It’s the Right Training/Trainer

Listening To What Employees Need Very Important

Answers - Junior EmployeesFiguring Out a Way to Take Away Customer Stress

Bring on the Tasks, Task Masters

How Does Massage Envy Bridge Pay Divide

Answers - Senior Employees

Prepared/Calm Management

Training Lacks/Hiring Techniques Weak

Answers - Senior EmployeesPositive/Happy Atmosphere But Lurking Stress

Customer Complaints/Staffing: Manager Stressors

Future Bright But Never Enough Money

InterpretationTraining Needs a Revamp

Money an Issue, Could Have Other Awards

Individual/Team Growth Needs to Be Optimized

SolutionsTraining Program Guide

Continual Training

Rewards Programs Local/Regional/Got Your Back

Growth Program

Team Building Events

Training Program BookCareer Tracking Guide

Junior Employees Track Own Career Progress

Senior Employees Ensures Subordinates On Track

(Thomas Building Block of Reward) (Kelly's Model of Attribution)

Continual TrainingBi-Monthly Follow Ups

Addresses Sales Pitch &Customer Issues

Management Focus OnJunior Employees

(Contingent Consequences in Operant Conditioning)

Rewards ProgramLocal/Region/NationalAwards System

Got Your Back Employee Recognition System

Actions Acknowledged for Junior/Senior Employees

(Herzberg's Motivator-Hygiene Theory)

Growth & Idea ProgramPlans & Guides Writtenfor Junior Employees by Senior Staff

Internal Training fromLocal to National

Training Builds from Inside Out

(Model of Self-Fulfilling Prophecy)

Team/Location BuildingFun Functions and Outings

Bowling/Pizza Parties

Neighborhood Sponsorships

(Model of Self-Fulfilling Prophecy)

ConclusionGreat Exercise, “Had Teeth”

Found Some Surprises

Management Happy &Locations Going over Implementation

Thanks

Questions?