Your 10 Penny Challenge – The Power of Positive Feedback
By: Claudia St. John, SPHR, SHRM-SCP, President Affinity HR Group
A couple of months ago, I got a call from a client who was clearly frustrated. Over the previous year, he had restructured his customer service team, put in place a new reporting structure, rolled out a new set of performance goals and implemented a new financial incentive plan. He also gave each customer service representative (CSR) an additional dollar per hour to incent the behaviors and outcomes he was hoping his new structure would achieve.
Nine months into the new plan, his team was not achieving their performance goals, ...