No one likes to tell someone else they’ve done a poor job or received a bad mystery shop. It’s one of those things most managers never get used to having to do.
Which is why mystery shopping is an excellent, non-biased way to be able to start a discussion with a less than stellar employee. (It’s also a great way to acknowledge those excellent employees too!)
Starting the discussion after a mystery shop has been performed provides you with written observations from a third party. The third party being a potential or actual customer.
The report isn’t your opinion or observations of their co-workers. It is of a real interaction. A great basis for a real discussion on what went right and what did not.
Continue reading “How to Coach an Employee after a Bad Mystery Shop”
There was a time when earning a decent wage and providing benefits such as health care and a pension were motivation enough to keep staff engaged in their jobs. And to stay with the same company for their entire career.
There was a hierarchy in the organization. Everyone knew where they were on the planning chart.
Millennials – the generation born between 1982 and 2000 – are growing within our workforce. This is the generation that grew up with technology. They are educated, self-confident and have an inordinate ability to multi-task.
They like planning charts, but not necessarily hierarchical management.
Continue reading “Don’t Let That Employee Leave!”