I’ve often highlighted the poor state of staff engagement in Australia, where reports show around 70% of teams are disengaged. This is detrimental to providing an exceptional customer experience, which I believe only happens when customers interact with engaged and motivated employees. Customers typically give you one chance to impress; if you fail, they have many alternatives, including online competitors.
Leaders must do more to ensure their teams are genuinely engaged to ensure they consistently provide memorable experiences. Team members that are engaged invest themselves in their roles, put in extra effort, show initiative, and align with the business’s goals. They go the extra mile to ensure things are done right, delight customers, and ultimately drive sales, benefiting both the business and the customer.
Maximising team engagement
Many businesses already employ potential high performers but fail to provide the leadership needed to bring out their best. Team members desire challenging work, professional growth, and empowerment to make impactful decisions. They want to feel part of something significant and understand how their role contributes to the company’s success.
Five tips to increase engagement:
1. Compelling Vision and Values: Ensure your business has a vision and values that excite the team and make them proud. Clear values help the team understand acceptable behaviour.
2. Explain the Why: Help the team understand why tasks are done. This understanding fosters buy-in and makes achieving goals easier.
3. Listen: Value team members’ opinions by seeking and considering their ideas. This motivates and makes them feel valued.
4. Communicate: Provide regular updates on business progress, sharing both successes and challenges.
5. Regular Feedback: Offer constructive feedback regularly and recognise great work by providing praise daily.
Putting in place these tips can help improve team engagement. In today’s competitive market, only retailers providing a great experience every time will thrive and survive.
Roger Simpson – CEO, The Retail Solution and Author of “The Ultimate Retail Sales Experience” With over 35 years’ industry experience, Roger Simpson is recognized as Australia’s #1 Authority on customer ROI in the retail industry and as a global expert on staff coaching, customer service, and selling skills.
