Hi
There are 2 parts to your query - the first relates to
retaining staff and the second pertains to
motivating them.
Let me begin with my comments on retaining staff and controlling the attrition rate. Being a retail outlet your challenge is even more magnified, since the employee profile that you would engage would largely display a tendency to change jobs whenever they get a slightly better salary. That apart, the stress of dealing with very demanding walk in clients takes a toll on them. Often they are also caught in the dilemma of being forced to maintain a pleasant, calm and helpful attitude to customers whilst their personal background and worries could be very challenging.
Whilst the above observations are merely to put your problem in perspective, the issue of attrition has always been the bugbear of all HR professionals. Broadly the reasons for attrition have by and large remained the same across industries, countries and cultures, with issues like low salaries, poor work conditions, lack of motivation, ineffective management, frustration with the job itself etc. taking center stage. Then there are other more personal reasons like growing ambition of the individual, a need to balance work and home, an urge to get away from stress and toil and live a more sedate life, work pressure, bad bosses etc.
However we cannot generalize these issues for the issues that actually trigger attrition vary from organization to organization, industry to industry and at a micro level from individual to individual. In a BPO for example, the employees are by and large very young and their motives for joining a BPO would drastically transform as they mature and their aspirations are higher. Similarly, the odd shift timings to suit overseas client requirements would at some stage not be viewed very kindly by those employees who believe they can find better alternatives. The point that I would like to emphasize is that you would have to study and analyze the reasons for attrition in your organization and then seek solutions to address those issues.
As a balm for your immediate relief, I am sharing a link sourced from this site, in which Amit Seth has given a host of suggestions to tackle attrition. You can access the same by clicking on this link
https://www.citehr.com/51382-how-control-attrition.html
Now moving on to the second aspect of motivating the work force the key is in ensuring that the work environment is appealing and pleasant. This means you have to work on the following broad themes
- make the work place a fun place to be in. eg. Right from ensuring that the work place is well lit up, the decor is pleasant and at the same time there is laughter and good cheer that energizes the environment, ensuring that friction if any is nipped in the bud. Ideally have a theory Y style of leadership culture but in a retail set up, often it is Theory X that is practiced primarily due the profile of the employees who require close supervision, urgent relocation of personnel necessitated by absenteeism etc.
- ensure that there is professional work environment eg ensuring that there is proper systems and adequate support from floor in charge to reinforce confidence in the employees. Job rotation is a must to give the employees variety in work but this is rarely practiced since management would assume that the experienced and long serving employees can offer better customer service. What they fail to appreciate is the monotony that the employee experiences.
- while work remains the fulcrum of the office, there is a life beyond work that craves for attention. Make efforts to identify these and satisfy these needs eg. Know a little more about the personnel’s passions, interests and hobbies and where possible give them an opportunity to share these.With a little creativity and daring this can be implemented in innovative ways.
- Every individual values his/ her individuality and self worth. Work on meeting these small necessities. E.g. Respect their right to have a different point of view, don’t make a mountain out of a mole hill when mistakes are made, give feedback in appropriate setting etc.
Despite all this there is a psychological tendency to equate bigger brands with better job profile, greater job security, more growth opportunities, more valued work experience etc. Obviously the challenge for you then, is to come up with innovative strategies to positively reinforce your employees thought process and mindset and convince them of the benefits of a long term association with your set up. The personal touch is the key but the risk is they should not perceive you as being too nosey or interfering in day to day work.
You may also benefit from some contents of the following Inspirational and Motivational blogs in enhancing your own self belief and confidence as well as motivating your workforce
www.actspot.wordpress.com
www.poweract.blogspot.com
Best Wishes