You Get The Behavior That You Reward
I’m going to start with a quote from Tim Conner, CEO of Peak Performance.
“You get the behavior you reward. If you don't like the behavior you're getting, don't look at the behavior; look at the reward system that is in place that's contributing to that behavior. So, for example, if I'm an employee and never get a review or any negative feedback, the assumption I have to make is that I'm doing a good job.”
Makes sense – doesn’t it? But its easier said than done when it comes to recognizing and/or modifying the behaviors of store associates.
Often we measure store associates on sales and conversions. But those aren’t behaviors; those metrics are the results of their behaviors.
How do we track behaviors? Traditionally we have relied on observations conducted by store leaders to assess the behaviors of store associates - so that they can provide coaching and guidance. But that has limits:
Store visits by store leaders have become fewer and farther between
Associates are on their best behavior when the DM is “in the house”
Suggestions for improvement can often be seen as subjective
We have not been able to reliably measure the causal behaviors of store associates. Until now. At becco we have come up with an innovative set of tools and processes to capture real time customer feedback on the behaviors of individual store associates. We’re measuring and tracking the root behaviors that drive sales. So that store leaders can help their teams consistently execute the brand’s best practice behaviors To chat with Stuart, set up a time to call here.