Customer driven small and medium sized businesses rely on their frontline teams and unfortunately, this group takes the brunt in this difficult business environment. Super demanding and difficult customers, potential for crime and shopfitting, shrinking resources, increasing costs and a sketchy economy can easily take its toll on morale and motivation on staff who are critical for revenue generation and operational productivity. Slowness in the actual business can also be a psychological factor for staff. Constant media attention to the challenges of retail and other customer based industries will gradually erode an individual’s confidence and may skew their thoughts, negatively affecting the business itself. There is a direct relationship between morale and productivity. Operations with lower morale see higher costs and higher turnover versus businesses that keep team morale in check. Owners and managers who put focus on the pulse of the team can easily pivot from any negativity with team building strategies and staff engagement techniques.
Keep Communication Flowing
Lack of information has always led people to make assumptions and when it comes to maintaining morale and motivation, assumptions can be an organization’s worst enemy. Managers and owners that embrace open door cultures will have an easier time elevating the work experience and creating positive environments. Frontline staff who feel they can approach owners and managers with concerns are generally more productive when feeling supported in their duties. Daily communications in the form of memos or mini-huddles keeps frontline staff in the loop and in the know. Acknowledging problems and welcoming engagement from the team on solutions keeps staff involved and part of the business. Even simple conversations on the floor during shifts can boost morale and individual motivation. Encouraging communication in both directions will enhance worker experience and make them feel valuable to the overall success of the operation. Developing a sense of business ownership within individual team members is an advanced managerial skill that brings long term benefits to the company.
Team Engagement Drives Motivation
Downtime in business can have an adverse effect on morale and productivity in frontline teams and keeping staff engaged and stimulated will counteract negative effects while increasing productivity. Taking a full assessment of the business and tackling those projects that could never be completed will keep staff engaged and motivated during those slower times. Setting reasonable goals for the business can bring frontline staff closer together while elevating their own self-worth. Upgrading staff skills with mini-training can easily boost morale and motivation while also helping the business to improve. Staff development and investment in employees brings another elevation of self worth to the individual and will benefit the business through increased productivity and accuracy. Owners and managers who look at downtime in business as an opportunity for optimization can keep frontline staff morale and motivation high. Assessing business needs and creating initiatives will keep teams involved and engaged while benefiting operations and other facets of the business.
The Morning Rally
The first few minutes before a shift can be used to enhance and maintain team morale. Having a morning huddle can set a positive and upbeat tone for the day. Morning rallies can bring staff together in a friendly manner and managers / owners can communicate important information during that time, keeping staff involved in the business. The morning huddle can also cover easy to consume information such as:
- Yesterday’s sales versus goals and today’s sales goals
- Outstanding tasks from yesterday’s shift
- Today’s operational objectives and task list
- New products / services to highlight
- Floor schedule and assignments
Morning rallies can also provide a great opportunity to get feedback from the frontline team and address any concerns. Astute managers and owners will also recognize positive achievements which are a direct influencer for team morale. Keeping communications short and in point form will help with staff attention span while maintaining a quicker pace for the rally. Small & medium sized benefits can easily keep morale in check and motivation high with a daily interaction and exchange of information.
The Bottom Line
Small & medium sized businesses depend on frontline teams for operational harmony. Internal and external factors could negatively affect team morale which could result in a decrease in motivation. As resources get stretched, any reduction in productivity and efficiency will be felt immediately and managers / owners should ‘check in’ on team morale to get the pulse of the business. Taking steps to maintain and increase morale benefits the business in many ways but ultimately helps in 2 of the most important facets, controlling costs and driving profitability. Using downtime to improve the business while keeping employees engaged are key methods in sustaining team morale and motivation. High morale is directly related to higher performing frontline teams. Higher performance from staff will directly influence the business’s bottom line.