Outside Consultant - Organizational Behavior Project (Massage Envy)
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Transcript of Outside Consultant - Organizational Behavior Project (Massage Envy)
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A Hands On ApproachPutting Our Backs into Customer Service
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OverviewIssues/Problems
Questions & Survey Process
Survey Answers & Interpretations
Team Solutions & Conclusion
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Introduction
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Staff Issues
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Management InterviewHigh Turnover Rates “...lucky to get workers to last 3 -6 months...”
Young & Inexperienced “...most barely out of high school...”
Intense & Stressful “...such a tough job...”
Training May Lack
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Team Engagement
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Staff BreakdownSeparate Staff Into Two Junior/Senior Staff Members
Combat Communication Issues
Hierarchy/Personality Problems
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Questions/CategoriesIndividual Questions
Categories Examined Demographics Personality Training Technical Ability Management Issues
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Survey KickoffTwo Sets 15 Senior, 32 Junior Level
Google Doc Launch Ease of Use, Automated Surveys
Two Week Time Frame
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Answers - Junior EmployeesIt’s not the Training, It’s the Right Training/Trainer
Listening To What Employees Need Very Important
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Answers - Junior EmployeesFiguring Out a Way to Take Away Customer Stress
Bring on the Tasks, Task Masters
How Does Massage Envy Bridge Pay Divide
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Answers - Senior Employees
Prepared/Calm Management
Training Lacks/Hiring Techniques Weak
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Answers - Senior EmployeesPositive/Happy Atmosphere But Lurking Stress
Customer Complaints/Staffing: Manager Stressors
Future Bright But Never Enough Money
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InterpretationTraining Needs a Revamp
Money an Issue, Could Have Other Awards
Individual/Team Growth Needs to Be Optimized
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SolutionsTraining Program Guide
Continual Training
Rewards Programs Local/Regional/Got Your Back
Growth Program
Team Building Events
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Training Program BookCareer Tracking Guide
Junior Employees Track Own Career Progress
Senior Employees Ensures Subordinates On Track
(Thomas Building Block of Reward) (Kelly's Model of Attribution)
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Continual TrainingBi-Monthly Follow Ups
Addresses Sales Pitch &Customer Issues
Management Focus OnJunior Employees
(Contingent Consequences in Operant Conditioning)
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Rewards ProgramLocal/Region/NationalAwards System
Got Your Back Employee Recognition System
Actions Acknowledged for Junior/Senior Employees
(Herzberg's Motivator-Hygiene Theory)
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Growth & Idea ProgramPlans & Guides Writtenfor Junior Employees by Senior Staff
Internal Training fromLocal to National
Training Builds from Inside Out
(Model of Self-Fulfilling Prophecy)
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Team/Location BuildingFun Functions and Outings
Bowling/Pizza Parties
Neighborhood Sponsorships
(Model of Self-Fulfilling Prophecy)
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ConclusionGreat Exercise, “Had Teeth”
Found Some Surprises
Management Happy &Locations Going over Implementation
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Thanks
Questions?