About every two months or so, the editor of the nationally distributed "Customer Service Advantage" newsletter contacts me to answer a question they've received from a reader. Because this may be a "budget year" for many companies, and your Customer Service Department can dramatically affect retention and sales, let's take a look at this month's edition.

The question posed was: "What are some low-cost methods to reward and motivate my people?" If you are struggling with how to reward your team or your colleagues' teams this year, read on for my reply:


A: "Not only can you motivate your people at a low cost, you can even motivate them without any financial investment. Begin by using verbal rewards. Tell them FACE-to-FACE that they're doing an excellent job and you appreciate their efforts.


You don't want to hide behind email or send out notes alone to tell employees that they're doing a good job. Employees aren't impressed by someone who won't look them in the eye and say, 'Jan, you are doing a terrific job of managing customers and getting them to hang up with a smile. You really have a knack for excellent customer service, and we appreciate ll your hard work.'

Begin by offering sincere praise on a regular basis when you catch someone doing well. Even better, follow up with a hand-written note.

Also, offer small, inexpensive thank-yous, such as a $25 gift card to their favorite store, a beautifully wrapped box of chocolates, fruit basket, movie tickets or, if all the staff does measurably well, a reward party with food, party hats, and a celebration.

For theme party ideas, visit web sites that feature kids' parties and you'll get some inspiration."


The bottom line is...reward exceptional work. It will help you retain customers AND grow sales!

(c)Renee Walkup, All Rights Reserved, www.salespeak.com, 678 587-9911