pitzerwm
Active member
Here are a few tips:
- Hire the right people. The rule is you either hire smart or manage tough. Hiring smart is better, but it requires you to know what you're looking for and to recognize the skills and attitude you want. Look at experience, and listen to your gut.
- Keep score. If you don't measure performance, your team will be in perpetual warm-up mode. Let employees know that you are judging their performance and why it's relevant to them, their customers and the organization's bottom line.
- Reward. Make sure you reward the desired outcome. For instance, if you want your salespeople to create relationships and long-term accounts, reward them with back-end commissions or a recognition program.
- Practice what you preach. If you want a motivated customer-service rep, you need to be motivated yourself first. Are you genuinely excited about the work your group produces? You need to love your customers, because if you're not sincerely motivated yourself, you'll never motivate other people to provide service par excellence.