Employee productivity is tied directly to how satisfied employees are with their jobs. Great customer service is a result of satisfied, productive employees. Your employees are the front line of your business. So, doesn’t it make sense to make sure their satisfaction is taken into account?
It’s easy to say that every minimum wage, part-time worker is easily expendable, but this philosophy precludes that customer and employee satisfaction are easily expendable too. Most people wouldn’t argue that customer satisfaction is highly important, but the link between employee satisfaction and employee productivity is often overlooked. Granted, this doesn’t mean that you need to provide your employees with monthly trips to the spa or fly them to Europe (Although, undoubtedly, you’d receive no complaints!). Just legitimately understand that your employees are actual people and not automatons. Realize that an employee’s personal life sometimes crashes into work and some things, such as occasionally being late and taking sick days, are unavoidable.
Have you ever walked into a grocery store and been immediately assaulted by an employee that was overly enthusiastic (possibly borderline manic) to show you where you can find those canned peas you so desperately need in your life? How about that cashier at the gas station that has perfected the art of the death stare – a death stare so judgey that it makes your insides melt and kittens cry? Do you also find having to go on a safari to find an employee in a warehouse to answer your questions to be less than enjoyable? Then, once you actually find an employee to help you, it’s much like disturbing a slumbering lion. The employee is often startled and in a state of disarray. Do you tend to tread cautiously, being vigilant not make any sudden movements or direct eye contact? In the age of technology, receiving good customer service shouldn’t be like winning the lotto. So, this introduces the obvious question: What does good customer service mean? Good customer service means employee productivity is at an all-time high because employees are satisfied with their jobs.
Try scheduling employees for shifts that are actually plausible for them to work. For example, try to avoid scheduling an employee for opening and closing shifts back to back. As a retail veteran, I promise that this really sucks! As a minimum wage, part-time worker, one of the biggest issues I had was ensuring my customers were being taken care of. Why was this so difficult? I was often the only employee in my department and my job required me to make sure my department was stocked and ready on a deadline. Otherwise, I faced being written up. Regardless of how skilled an employee may be at “multi-tasking”, being one of only two employees managing an entire store would be stressful for anyone.
But, as a manager, you’re in luck! There is any easy remedy for this employee satisfaction – and, as a result, employee productivity – problem: Staff enough employees at appropriate times. TimeForge even has tools to help you do this. Setting minimum and maximum hours for each employee, as well as using the AutoScheduler and templates configured to avoid those back-to-back open and close shifts will keep your employees happy. Happy employees are more productive and make your customers’ experiences more enjoyable.