I tell my staff this: "pick something you believe in and sell it." It works. I think as managers, we need to make staff aware of numerical goals but incentives are a backwards approach. Maybe it's because I studied education (ever read "punished by rewards" by alfie kohn?) but I really feel that we need to take a genuine approach. Teaching our staff about our product and why it's the best fix around makes them want to turn around and teach our customers, who in the process buy our stuff and tell the community how smart, helpful and professional their barista was. This is my goal I'm starting to see it play out. General appreciation is more important than incentives, we have parties, I cook dinner, we have staff retreats, etc. Staff loves it, we're a family and I just constantly remind them to find something they love and sell it, every day.
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