How Do You Motivate Frontline Workers?

Don Durham

One of the key elements of our industry is that the people with the closest contact to our customers, in many cases, are frontline workers, or service providers. Obviously, it is important to ensure that they put the best possible face on our company. Communication with those workers, making sure they understand the level of service expected, and consistent contact with them is extremely important. It is a fact of life that, especially in service industries, employees tend to treat customers as they perceive they are being treated by their company. The emphasis is on perception. Allow them to participate, ask for their input and institute changes that may have been suggested by them. The interest will show in their attitude and work ethic.

Jamie Van Vuren

We strive to motivate our frontline workers through the company culture that we have created over the years. That includes treating everyone fairly and offering opportunities for advancement. We start with a company culture cultivated from our ownership and pass that down to our managers who in turn pass it on to the front line crews. The culture is one of respect for everyone, fairness, integrity and honesty in everything we do. In addition to our corporate culture we have incentive programs to promote safety, we recognize birthdays and anniversaries and have a benefits program.

Joseph Jenkins

The key to motivating our frontline workers is to help them take ownership of their work, and to treat them with respect. We begin by evaluating their cleaning performance through on-site inspections and customer feedback. We praise their successes and the things they are doing correctly. Upon analyzing deficiencies and failures, a plan of action is put into place with them to correct them. The plan of action may include performing one-on-one training, evaluating chemicals, equipment and cleaning processes, and a follow-up meeting to find out if the desired results are achieved. We identify trends, good and bad, that are happening and set about to address these trends by offering additional training. As we hold our frontline workers accountable, as we help them take ownership of their work, and as we show that we desire their success, our frontline workers are motivated to succeed.

Next month: How is your company utilizing mobile devices?

If you’d like the opportunity to share your opinion, send an e-mail to Dan Weltin