Emotional tone works long term

While I appreciate the sentiment behind Peter Jackson’s response (“Real solution is staff motivation,” Letters, MW July 1), it only offers a temporary palliative.

Short or medium term bribery does work – until you take it away. And when you do, you are left with resentment and the “service deliverers” revert to their old behaviour.

It is a well known fact that people who are charged with giving good service have to be made to feel special themselves. This can only be done by genuine motivation and emulation of the spirit of their company and bosses.

In other words, before spending money on “air fresheners” in the form of well planned and executed incentive programmes, spend time – or get help – to create the right emotional environment that will remain long after the piece of merchandise, store voucher or travel trip has been forgotten.

Roger Frosh

Managing partner



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