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How ‘P's & Q's’ can save you pounds

Employment Minister Priti Patel notes that to label a position in the service industry as simply a 'stop gap' job for university students is "old fashioned and deeply unhelpful”. 10% of all UK jobs are in the service sector and the industry’s rapid growth will make it the 4th largest in the country. Staff turnover within the hospitality industry is notoriously bad and this is known to be damaging to small and large business' alike, with more than just re-training costs at stake.

So you have found your perfect team, immersed them in your brand and trained them in your processes, but how do you keep them, and why is it so important to do so?

Customer service benefits

There’s an old adage that people buy people. This can be no truer than in the retail and hospitality sectors. Your staff are the first point of contact for the customer. They are the front line and they are representing you and your products.

People like familiarity. This is especially true of smaller businesses, where building rapport with customers is essential. A constant stream of new faces can be unsettling and may have a negative reflection on the company and management.

Customer service is central to every business' needs. Happy fulfilled staff provide high quality service which is key to building and retaining a loyal customer base.

Turnover costs

Hiring new staff can be a long and costly process; especially in a market where employers are citing customer service and management/leadership skills gaps in today’s workforce. Ironically many employers are unwilling to invest in training due to high turnover rates. When staff are given nothing but the bare minimum they are unlikely to feel there is much growth in the role and this may result in them seeking employment elsewhere. This is a vicious circle that is detrimental for all parties.

Detailed training programs allows for staff to feel valued and that their role matters. It also provides a sense of autonomy and reduces the number of costly mistakes that need to be rectified.


Employees are more productive when they feel valued. With only 18% of British employees receiving a verbal 'thank you' in the last 12 months, is it any surprise the workforce feels demotivated and demoralised?

Providing a package of benefits or recognition programmes is proven to increase employee engagement. This may not always be possible for smaller business due to financial constraints but engagement is essentially fostered by good management and is a low cost investment, that could result in big returns. Small gestures such as acknowledging hard work can have a long lasting impact. It may be a prize for the highest ‘up seller’, a team building night out, or a round of drinks. Alternatively, it may be as simple as saying 'thank you'.


Erin Heenan

Erin joined Epos Now in 2016 as an in-house content writer for the marketing department, making use of 10 years experience working in busy restaurants. An avid fan of shopping and eating out, she is committed to helping retail and hospitality SMEs get the most out of their businesses.

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