Slow steady improvement
When it comes to providing service, it is often times a mix of selling skill, attitude, social aptitude and training. That’s a lot to take into account. One cannot discount on any of the factors mentioned.
When it comes to behavioural changes, adults often find it hard to recondition themselves to a new way of doing things.
The staff needs to be allowed time to improve and not be expected to perform above standards immediately, in any area that is being evaluate. If a staff is week in greeting a customer, maybe the staff can spend a month working on this area specifically. Moving from smiling in acknowledgement of the customer to greeting them in a more personalize manner. It may take some time, but the results would be seen in the long run. You can read more about this on our post on Kaizen and Mystery Shopping.