 4 ways to keep employees focused on the customer during the holidays
Holidays are special occasions. People get together and forge memories that will last a lifetime. Amusement parks and attractions already have a leg up in the race to become part of these memories. The industry is based on showing people a good time, supplying the environment for the kind of special experiences that great memories are born of.
But providing truly memorable experiences to large groups of people with different backgrounds, different expectations, and different sensibilities requires serious work. That’s why it’s so important to stay focused on what matters most: the customer experience. To help you and your organization get there, here are four surefire ways to keep your team focused on the customer experience during the holiday season.
Teach managers about the importance of employee engagement
Employee engagement is the degree to which employees are psychologically motivated to contribute to the success of their organization. The benefits of having a highly engaged workforce are enormous. From increases in productivity and return on investment to customer satisfaction and profitability, engagement is a vital tool in building successful organizations.
The first step in cultivating a highly engaged workforce is in communicating the value of engagement to managers and team leaders. The next step is arming them with the means to do something about their employees’ engagement levels. It may surprise them to know that providing recognition/ appreciation, giving employees a sense of personal accomplishment, offering career development opportunities, and giving employees a reason to believe in the future of their organization are even more effective methods of driving engagement than fiscal compensation.
Recognize people when they do the right things
Recognition/appreciation is one of the most powerful drivers of employee engagement. People want to know when they’ve done a good job, and they want to know their contributions are valued. Providing timely, honest, and specific recognition reinforces the kinds of behaviors you want to see repeated. It also gives employees something to feel good about. And never forget that smiles are contagious. When your workforce feels good, chances are your customers will, too.
Leverage personal accomplishment
Knowing your work matters is a great feeling. When it comes down to crunch time, especially around the holiday season, understanding how your work fits into the big picture can be extremely motivating. Good managers and team leaders should be able to communicate to employees how valuable their work is, regardless of their roles.
As a mechanic, you’re not just tasked with keeping rides, games, and other machines functioning; you are in charge of keeping people safe and making sure they can enjoy the rides and amenities. If you work in sanitation, you don’t just keep things clean; you keep the customers healthy and the park beautiful. As a performer you don’t just provide entertainment; you connect with people; you have a visceral and intimate relationship with customers.
Remind employees why the organization matters
The more your staff members understand how their efforts directly translate into smiling faces at the turnstile, the more they’ll be willing to put in the extra effort to create the kinds of memories that last a lifetime. Remember, the big picture matters. And that doesn’t just refer to the profitability of the organization; it’s also about the importance of what your organization provides the world. Whether it’s a brief respite from a tough week at work or the peak of the holiday season, the attractions industry provides experiences that are incredibly valuable to people’s social, mental, and emotional health. Make sure your workforce understands not only what they contribute to the organization, but what the organization contributes to society. It gives the staff a sense of self-worth and keeps them energized and focused on creating magical moments in the lives of your customers.
Don MacPherson is president and cofounder of Modern Survey, a human capital measurement company. MacPherson is an employee engagement expert with more than 17 years in the field.
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