“With all of us wearing masks, I tell my team: ‘We’ve got to push a little bit harder because our customers can’t see us smile.’”
The store has a 4.9 in friendly as of March 2021 and Amy is leading her team toward a 5 using a variety of incentives to strengthen teamwork and motivation.
She admits to applying lessons learned as a mom to four kids when she considers ways to motivate her team. She’s been known to treat her team members with baked goodies. And she’s promised a home-cooked meal for her team if they can reach a 5 together.
Another initiative has associates who receive a 5 rating put their names in a bucket. At the end of the month, a name is pulled out, and that person wins a small prize. If the store receives negative comments, however, a slip of paper—without regard to name—is pulled out.
“The me is not what we need at this store, the we is,” Amy explains.
So the store as a whole rises and falls together. And associates who get multiple high ratings work with others to offer tips on connecting to customers.
In Amy’s view, that person-to-person connection is crucial to the store’s success, because one reason customers visit the store is human interaction—especially when the pandemic has forced many to remain physically distant from friends and loved ones.
She’s proud that her team can deliver. “Everybody’s here to do what we need to do to take care of the customer,” Amy says.