Creating the Ultimate Customer Experience: Generational Motivation
Have you ever wondered what it takes to get and keep a staff motivated? We are hearing from more and more clients that it is becoming a challenge to keep individuals interested in their jobs and motivated to achieve high levels of performance. Your customers know which employees are motivated and which aren’t, so from a customer satisfaction perspective, it pays to focus on this issue.
Many of Market Viewpoint’s clients ask me how to keep their staff, especially their superstars, engaged and excited about their work. Most managers, if they truly see themselves as coaches, will take responsibility for motivating their staff. But this can be a difficult task. What works for one individual doesn’t seem to work for another. When I am asked why this happens, my question back to the manager is, “Have you ever really considered who you are trying to motivate?” Employees come from different generational groups – all inspired to achieve by different things. Is it possible that you are taking a “one size fits all” approach to motivation?
Consider these steps. Segment your staff into generational groups (Traditionalists, Baby Boomer, Generation X, or Millennial). Know that the motivational hot buttons are different for each group, so be prepared to be flexible with your approach.
The Millennials on your staff are motivated by tangible and intangible rewards that represent immediate satisfaction. Think gift cards and free meals.
Generation X values rewards that give them freedom. Think relaxed dress codes and flexible leave policies.
Baby Boomers, on the other hand, are motivated by financial rewards and job recognition. Think bonuses and corner office space for this group. While the Traditionalists, or World War II generation are motivated by things such as abbreviated work weeks and alternative work schedules.
All of the generations are motivated by recognition. That pat on the back that lets someone know they are doing a good job is important for all.
Meet with your employees on an individual basis to understand what they value and where they are at this phase of their lives. Use your mystery shops to determine the things people are really good at and explore these areas in depth.
To find out more about how Market Viewpoint can help you motivate your employees, contact us today. A motivated staff is just a phone call away!
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