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The 7 Habits of Highly Effective People-Powered Businesses

We believe growth is driven by awesome experiences created by motivated people

People-powered businesses care about repeat visits, referrals and work to improve retention of frontline teams. These practices empower your frontline, celebrate your customers and grow your business by delivering awesome.

1. Set the standard

An awesome experience comes from clarity of what great looks like. Be declarative and descriptive about service standards. Tell Frontline teams what is mandatory, unique and most-loved by your customers.

2. Build a habit of focus

People learn through repetition but are attracted to novelty. Frontline teams face new customers constantly but need to deliver to your singular service standards. Focus on a single company priority put into context of their day, every day.

3. Feedback is best served fresh

Frontline teams work for their customers. So ask for customer feedback after every interaction and get it directly into the Frontline’s hands as it happens. Seeing a smile AND a score right after an awesome experience drives employee engagement.

4. Reward achievements, big and small

When a frontline team member is recognized by a customer, outperforms teammates or takes action toward specific improvement—reward and recognize that publically. Catch your people doing things right and go big with the confetti.

5. Coach for small improvements

Small changes, made daily, add up. Show your Frontline which specific actions add up to your service standard of awesome experience. Support an individual’s most important improvement with simple, easy to follow directions so they know you’re on their team. 

6. Empower employees

The Frontline sees and hears things the back office never could. Give Frontline people a clear way to share ideas for service solutions and encourage them to trust their instincts and take action to resolve customer problems without a pound of process blocking their way. 

7. Connect the Frontline to your bottom line

Business performance is seen in growth of revenue, return visits and referrals. Establish a customer feedback loop that connects your NPS scores by location, and even Frontline employee, to these metrics. The correlation will be invaluable to your growth strategy. 

Masters of these steps see increased repeat visits, strengthened staff retention and more frequent customer referrals.

1. Set the standard
2. Build a habit of focus
3. Feedback is best served fresh
4. Reward achievements, big and small
5. Coach for small improvements
6. Empower employees
7. Connect the Frontline to your bottom line

Learn more about the method and mindset behind our products.

Motivate and empower your front-line teams
with real-time customer feedback
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