Tag: on the spot rewards

People tend to do those things for which they are rewarded. To encourage employees to provide the customer service promised to our customers, employee incentive and recognition programs are put into place to reward employees who engage in desired behaviors or who achieve specific outcomes.Â

Desired behaviors can be measured by mystery shopping programs, manager reports, audits, customer feedback measures and performance reviews. Specific outcomes can be measured by sales amounts, referral numbers and the like.

No incentive program is perfect and, over time, sometimes employees figure out a way around the system to “earn” the incentive. In other words, sometimes employees “game the system”.

Here are some common games we see. We hope they help you in planning to avoid them.

The Game: Trick the Technology

If an organization uses technology alone to measure key service metrics and reward performance with incentives, the system is usually an easy target for gaming the system.

The modify the order trick. A mystery shopper overheard a training conversation at the first of two drive through windows at a quick service restaurant. When the mystery shopper attempted to hand the employee payment, the mystery shopper heard the trainer saying “No, never just accept the payment. Always be sure to click on Modify Order then click Ok before you accept the customer’s payment. This will restart the timer on our transactions so our service times will look good.”

The ring up single items as multiples trick. At a grocery store checkout, the cashier entered a fresh bagel purchase as

Confero, Inc. would like to send a big thank you out to all of the mystery shoppers who helped us complete thousands of on-the-spot rewards shops this summer!  Mystery shoppers conducted these shops at amusement parks, movie theaters, casual dining restaurants, fast-food restaurants, and airports.

We got a lot of great feedback from our mystery shoppers about conducting this type of mystery shop.  If you have had reservations about trying a prize reveal shop, see what other mystery shoppers have said:

“It felt great to be able to award the successful cashier with the gift card.  The cashier told me that he had been working for this company for sixteen years and it was nice to know he is appreciated.” – Kelly M., California

Our experience in employee recognition and on-the-spot rewards in different industries has opened our eyes to the creative ideas introduced by our clients and our client services team. 

This idea is one of our favorites. The Raleigh-Durham Airport Authority (RDUAA), a long time client, honors associates who score 100% on the mystery shops Confero conducts at the RDU airport. The airport authority changes the gift over time and tracks which employee receives which item, so that the award item is always fresh and

1. In person, one on one:  One of the best ways to gain impact from mystery shops is to meet with employees one-on-one to discuss results.  If an employee does not score well on a shop, managers need to coach the employee privately. They can discuss ways to improve the customer interaction and also the employee’s concerns with any of the mystery shop expectations.
    
2. Email:  Companies send summary emails about regional and company performance within each mystery shopping area to keep everyone on the right track.  Highlighting the high-scoring areas compliments employees, while detailing often-missed sections lets employees know where to place more effort.
    
3. Staff meetings:  Whether at the unit, regional, or district level, staff meetings provide good opportunities to discuss mystery shop outcomes and improvement strategies for the more difficult areas of the mystery shop. For example, if many associates struggle with a closing question, use a staff meeting to brainstorm ideas about asking for the business. If some employees hesitate to refer customers to other departments, dig deeper into the reasons to develop process improvements.
    

Has your management team considered new ways to motivate employees during performance reviews?  A recent article on best practices for employee performance reviews contains suggestions for delivering more rewarding employee reviews.