You can create a Resend Template with unique wording letting your clients know that you are attempting to get a response the second time. We now have a feature that allows you to select which survey template you want to use and resend the surveys in bulk. Easy, peasy!
We’ll be adding more bulk actions in the future, but for now you can perform these bulk actions: 1. delete surveys in bulk, 2. resend surveys 3. select a different survey template, then resend and 4. change the score in bulk (i.e. moving from a scale of 4 to a scale of 5)
Surveying to increase increase employee retention, you ask?
Well, let me tell you…
A favorite book of mine is called “The 3 Signs of a Miserable Job” by Patrick Lencioni. I’m not sure I would have read this book if it weren’t recommended to me, but I’m so glad that I did. It was one of those “game changers” when it comes to staff leadership.
Mr. Lencioni identifies the 3 signs of a miserable jobs as: Immeasurement, Irrelevance, and Anonymity
The book identifies that there are 3 main components to a job that employees yearn for, whether they know it or not. It’s just human nature; the way we are wired. The first is measurement. In order to experience true job fulfillment, employees must be able to measure their progress and their level of contribution to the company.
That’s the beauty of Quality Driven Software (QDS). Surveys results alone don’t really impact measurement. It’s the ability to filter and sort the results by individual, team, and/or company that makes the difference. In my company, a staff member knows “their score”. They know their average score at any given time and they know when they’re doing well, and when they are slipping because they can easily measure their performance.
The second component that a job must provide In order to be fulfilling is to know that their work matters. A coworker yearns to feel relevant. Many coworkers who work in the service industry, just are not programmed to be self-reflective and be able to internally know that their work matters. In fact, a vast majority of the coworkers who come to work at my company have come from jobs where they were not only under appreciated, but many came from jobs where their self-esteem was attacked on a regular basis.
Again, not to be tooting our own horn, but Quality Driven Software helps to solve the problem of irrelevance. Because you can have unlimited users in QDS at no extra cost, employees can see their own survey results, or all their peers’ results, depending what permissions you give them. More importantly, they can see the comments as they are returned. Here are some real live comments that have come back from our clients just this week:. Just imagine your employees getting positive reinforcement without you being responsible for making sure to get those comments to them!
“So happy to have a Dusting Diva!!! Great people. That manage our home. Very professional!”
“Wonderful job and friendly cleaners. We’ve signed up for bi-monthly service – My wife’s my friend again … Thank You All for giving us our weekends back.”
“The tutu’s were a nice touch. As usual, great job, great attitude, would highly recommend this service.” (It was Diva Week and we were having silly costume contests)
According to Lencioni, they must also feel “understood and appreciated for their unique qualities by someone in a position of authority…. People who see themselves as invisible, generic or anonymous cannot love their jobs, no matter what they are doing.”
Do you ever want to look and see if an employee does better when working on a different team or with a different Team Lead? Here’s an example of an employee who we’re trying to pull her scores up and how we analyze that data.
Individual pay for performance systems are great, but they can lead to pitting one team member against to another, if you’re not careful. It’s a good idea to mix in some team incentive programs that lead to a culture of team, not just “what’s in it for me”.
In this video, I briefly cover some individual incentive ideas and and also introduce some team incentive ideas.
Quality Driven Software has been busy being the best in performance for all things customer satisfaction and employee performance. Below are a few highlights of new features, things currently in beta, and features that are being released soon. Thanks for reading our blog and we would love a chance to be the platform to help your business prevent issues in employee engagement, quality issues, and customer turnover.
When someone rates your service (either good or bad), they are directed to a landing page. If you do not set up this landing page, they will receive a message that simply says: “Thank you your feedback.” That’s a bit boring!
Did you know that we can set up landing pages for you, as part of your QDS subscription? Our landing pages allow you to do cool stuff like add your company logo, insert a personalized thank you video message, add a coupon, and even direct happy customers to leave a review on your Yelp, Google, Facebook, Angie’s List, and Home Advisor pages. You could even choose to call the customer by their first name for a nice, personal touch! (Want this done? Send me a support ticket and I’ll do the rest, free of charge!)
Want a super pimped out page that matches your brand? All you would need to do is have your graphic / web designer create you a custom landing page and insert the URL into the “Post Survey Message URL”. With these pages, you can do all of the above but have your backgrounds and buttons match the color and themes of your website. Really – it’s all up to your imagination at that point!
Our employees crave feedback. They want to know their work matters. They want to know how they measure up against their peers. Did you know that QDS can make that happen?
Even if you don’t use QDS, share the phone calls and emails with your staff. I took a screenshot of a typical post we make in our staff group to just announce how proud we are of them. Yes, they can log in, but public recognition in the group and also at meetings goes a long way.
My suggested best practice as the owner is this: Go to the Reviews section and take a screenshot or cut and paste the feedback you want to share with the group. Post it, read it aloud…the more you love on them, the more they’ll love their job. The more they love their job, the more loyal they’ll be. And happier. And all that in turn will translate to your customers.
We would love to be a part of your company’s success story! Try us out today: Click Here