Staff incentives & visibility
‹Draft — replace with a real story from our floor.› We learned the hard way that showing a cash-per-unit number on every tile changes how staff sell — sometimes for the better, sometimes in ways we didn’t want a patient to see over the counter. We needed a dial, not a switch: full transparency for some campaigns, a quiet “bonus” nudge for others, and pure silent tracking when we only wanted the data.
The problem
A staff incentive is a behaviour tool, and how visible it is changes the behaviour. Show a hard cash amount on every tile and you get urgency — but also a number the customer can see and a counter that may over-push. Hide it entirely and you lose the motivation. One setting can’t be right for every campaign.
How the three modes solve it
A campaign’s visibility mode is that dial (full rules: Audience & visibility):
- Staff visible — the commission amount is on the tile. Best when you want maximum push and trust the floor to stay professional.
- Motivation only — the SKU is highlighted as a bonus with no amount shown; threshold campaigns add a team-target progress bar. Best for a nudge without a price tag on the counter.
- Silent tracking — no staff UI at all; the campaign still attributes sales and feeds the reports. Best for measuring a push, or paying it out, without changing floor behaviour.
What makes it different
Most tools treat commission as an accounting fact — a number in a back-office report. We treat it as a floor-management lever: the same incentive can be loud, gentle, or invisible depending on what the campaign is for. That distinction comes from managing our own counters, where the wrong visibility setting is something a patient notices.
When it doesn’t apply
- Silent tracking shows staff nothing — don’t use it when the point is to motivate.
- Visibility controls the staff UI only; it never changes what the customer is charged.