A friend who’s a regular flyer with American Airlines recently received some $50 vouchers to use. Not to give him discounts, or extra services, but to give to members of American Airlines staff who make his trip an enjoyable one.
What a great idea – a direct reward for excellent customer service. It happened to me at a hotel I stayed at some years ago. I was given a token that I had to give to the person who made my stay a great one. Apparently the staff could then trade in the rewards for prizes.
Think how this could work in your business…. ask customers to highlight your ‘customer champions’, get them to nominate your best performers, send them a voucher they could give to your staff.
This does a number of things:
– It demonstrates you believe in great service (to your staff and customers)
– It highlights brilliant performers
– It ‘engages’ your customers
Be careful how you reward your people as a result. One shop I visited once asked customers to nominate ’employees of the month’. I came across one, a seventeen year old lad called Daniel who gave exceptional service. I told him I was going to vote for him. ‘Please don’t’ he said, ‘I’ve already had 4 nominations this week’ .
‘You’ll win, then’ I told him. ‘I know’ he replied ‘I don’t want to… the prize is dinner with the MD!’