How Bellhops Keeps Its Movers Motivated
The case for providing more choice and autonomy for employees is stronger than ever: research indicates that team members with greater freedom of choice tend to be happier and more productive. Bellhops, a startup that contracts college students for on-demand moving help, is a leading example of this “autonomy principle." Giving their employees more freedom led to better customer service and allowed the company to scale from 2,000 to 10,000 employees in one year. If you want to increase autonomy and motivation in the workplace, follow these three principles:
- Instill values through training. During training, Bellhops emphasizes the company's mission and values. All new employees go through the Bellhops Academy, a series of videos illustrating how to offer gold standard customer service and bond with customers.
- Allow employees to set their own schedules. Bellhops recommends giving parameters for choices—for example, Bellhops employees don’t have to sign up for a move if they don’t want to. This choice reframes each move as an opportunity to provide best-in-class service and make a good first impression on behalf of the brand.
- Reward output. Bellhops created a customer feedback mechanism that rewards employees who work hard to better serve customers. Employees are rated by each customer, and Bellhops explicitly rewards team members who hustle and deliver.
Takeaway: Allow employees to make decisions on factors that increase team engagement as well as customer satisfaction. Start by looking at company values to inform these decisions.