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THE QUESTION
I am new to a job managing a team of mostly teenagers and people in their early 20s working in a food service environment. There is definitely a culture here of indifference and doing the bare minimum, which I understand because most of these people are being paid minimum wage and it’s a part-time job for them. But I’m getting frustrated at times when having to instruct a staff member to hold the door open for a customer with a stroller or clean up a drink that a customer spilt on their table. How can I motivate them to be more service-minded?
THE FIRST ANSWER
Simran Sidhu, HR and talent consultant, PocketHR, Toronto
In part-time roles that pay minimum wage, most staff aren’t motivated by the job itself. They’re motivated by feeling respected, supported and part of a team. So, start by building buy-in rather than just enforcing rules. It’s important to explain why things like holding the door or wiping a table matter. Focus less on compliance and more on how these small actions create a better experience for customers and make the workplace feel more human. And when someone does go above the bare minimum, recognize it. A simple kudos or shoutout goes a long way.
Another approach is to give team members small but visible responsibilities. Instead of directing everything, ask someone to be the “go-to” for keeping the front area tidy or for showing new hires the basics of good service. You’re helping staff see themselves not just as clocking in, but as people others rely on. This can create a sense of ownership and pride around their work.
Most importantly, lead by example and with enthusiasm. Your attitude and actions set the tone. If you treat customers with warmth and approach even small tasks with care, your team is far more likely to follow suit.
Culture shifts take time. But when people feel valued, supported and understand the ‘why’ behind what they’re doing, they often rise to the occasion and even start caring more than you expect.
THE SECOND ANSWER
Jarren MacDougall, co-director, Harc Creative Inc., Vancouver
Most people want to do a good job. They just need to know what that looks like and feel supported getting there.
If your team hasn’t been shown what excellent service feels like, how can they be expected to deliver it? One thing I’ve found helpful is taking junior team members to a local business that really has their service dialled in – where customer needs are anticipated and care is seamless. Let them experience what great service feels like. It builds empathy and gives them a clear picture to work from.
Then set clear expectations. Model the tone and behaviour you want to see. Be specific. Holding the door for someone with a stroller isn’t always common sense. It’s a teachable moment. And motivation often comes after someone feels capable and trusted, not before.
Focus on shaping how your team works together every day. Regular conversations about expectations and feedback can make a big difference.
You could bring in a trainer or offer refreshers over time. And when someone still isn’t stepping up, that’s when follow-through matters. Sometimes, it’s a coaching conversation. Other times, it’s recognizing that the person may not be a fit for the role or the team, and making a change.
Kindness and accountability aren’t opposites. They work best when they show up together.
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