TOPIC MORALE. How employees feel about coming to work, being at work, & working . Positive morale: hard to get; easy to lose Fairness Humanity Mutual sacrifice between org & its members Flexibility in the formal (official, controlling) org. 21 st CENTURY MORALE HOT SPOTS
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hard to get; easy to lose
A long-time Wheels customer, Jana Peterson, called Marty Evans on Tuesday to complain about Gloria Leigh’s poor service. According to Mrs. Peterson, Gloria over-charged her $34 on a 2-day rental & complained that Mrs. Peterson left the car looking “crummy” both inside and out. What should Marty do?
Gloria should tell Marty that she will express her regrets to Mr. Peterson that the service was unsatisfactory, but not apologize for something she didn’t actually do.
Gloria called Mrs. Peterson on Wednesday afternoon and apologized to her. Two hours later, Mrs. Peterson’s husband, Carl, dropped by Wheels to tell Marty that his wife was mistaken about her complaints against Gloria, confusing her with an employee in another car agency in Corpus Christi.What should Marty do now?
Reaffirm his confidence in Gloria & affirm her professional behavior to the team
Penny is sent for managerial training
Armando gets an award from Wheels HQ
Ryan is asked to take charge of FW’s car exchanges with the Victoria & Galveston agencies (to achieve greater logistical efficiency)
PENNY: Marty must make sure other team members has also gone on training trips in the past.
If this is the first time Marty has sent an employee for ProDev training, he should consider whether Lauren, Gloria, Armando, & Ryan will also have the opportunity to do that in the future. Marty should also explain that Penney was chosen this time because she was less busy in the summers than the other team members.
ARMANDO: Make sure other team members know the specifics of Armando’s contributions (bi-lingual customer service), so they won’t wonder if he really deserved the award.
RYAN: Big potential 4 I AMs for Ryan b/c he’s not a regular member of the regular customer service team. The 4 I AMs will also flow from the other car agencies, since Ryan’s work will make life easier for them.
THE KEY AUCTION
Keys passed out to deserving employees by supervisors as performance markers
At the end of the year, employees meet for org-financed auction for “special” gifts for specific “special” people in community.
Org pays for gifts & employees pool keys as auction “money” to bid for purchase & the “special person” gifts.
Winning employee groups personally deliver their gift to the special person & take pictures to put on the corporate website or intranet.
Ownership by employees
Reward for pro performance
Looking for & at success
Everyone is involved & wins