- Reassess Shift Bidding Based on Performance (Non-Union Locations):
Stop letting fear of staff pushback dictate poor operational decisions. Implement performance-based shift bidding. Your top-performing agents — the ones consistently generating revenue — should be rewarded with the best shifts, regardless of seniority. New hires with potential won’t stay if they’re handed the worst hours. Why continue overpaying underperformers $25+/hour while high performers earn less than $20? This is not just inefficient — it’s bad business. HR needs to step up and fix this.
- End the Culture of Over-Sensitivity:
Tolerating chronic negativity and unproductive complaints is harming morale and performance. Senior staff who continuously push back without results are dragging the team down. Culture matters — and so does accountability. Address toxic behavior head-on instead of enabling it.
- Restore Professional Standards on the Floor:
Visual and behavioral standards matter. Chairs behind frontline counters undermine the professional image. Frontline roles are active — just like in retail, breaks are for sitting. You don’t see any clothings store or Home Depot agents sitting in aisles in chairs!
Let’s bring back a culture of energy and engagement at the front lines.
- Empower Your Managers:
If your management team is afraid to enforce expectations or hold staff accountable, that’s a serious issue. Leadership requires backbone — support your managers so they can lead effectively without fear.
Level up or don’t.