Herb Cohen

Engaging Retail Employees “Employees fall into three categories: fully disengaged, fully committed, and ‘it’s just a job,’” says Herb Cohen, a national retail consultant who helped teach the “employee empowerment” section of the Ritz-Carlton customer service training program. He says that “80 percent are in the third category. The retailers who do a good job give those neutral employees a chance to have fun at work, have some pride in the products … if employees find value in their work, they’ll add value to the business.” Here are some general tips from Cohen on helping retail employees feel engaged: 1. Survey your employees. Find out

It is possible, providing you have an extra 35 grand, to book an overnight package called “You Can’t Buy Me Love … But You Can Try!” at the Ritz-Carlton Battery Park, which includes a private chef, rivers of Champagne, a helicopter ride around Manhattan, a “bath butler” to prepare a jacuzzi-for-two, pillowcases monogrammed with your initials, and, as if you needed a nightcap at that point, a customized fireworks show right over the Statue of Liberty easily viewed from the bay window of your penthouse suite. “We don’t sell that package every night,” says Kevin Schiesz with a conspiratorial smile and a glance upward towards

“Employees fall into three categories: fully disengaged, fully committed, and ‘it’s just a job.’ 80% are in the third category. The retailers who do a good job give those neutral employees a chance to have fun at work, have some pride in the products. They set up tie-ins with ad campaigns, maybe a signing by an athlete or some other event that lets employees show off new technology....if employees find value in their work, they’ll add value to the business.” - Herb Cohen, retail consultant and Chairman of Performance Connections International

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