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Smart Retail, 4th Edition by Richard Hammond

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Chapter 9

How to get people to give a damn

“We can’t use the word ‘happy’,” said the client, “I just don’t think we could ever convincingly claim we could make our people happy. It’s not a definite thing, is it? It’s nice and all, but people don’t come to work to be happy, do they?” It was all I could do to hold back from telling that client to stick their project, then walk out. Shopping is fun, being happy is nice – these things do go together.

In this chapter we explore

  • how happy teams improve customer experiences
  • the five elements of motivation and how they apply to retail people
  • why team meetings aren’t optional.

Happy teams, happy customers

The principles of this chapter apply to the whole business, but are especially useful should ...

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