About Cottrills
Waterstones - Loyalty
Interview with Simon Hood - HR Policy and Reward Manager
Now part of HMV Group, Waterstone's first opened in Old Brompton Road, London, in 1982 and currently trades from more than 300 stores, on high streets and in shopping centres, and through numerous university campuses in the UK, Republic of Ireland and continental Europe as well as on the Isle of Man, Jersey and the Isle of Wight.
Waterstone's reputation is built upon the knowledge and enthusiasm of their 4,500 booksellers. Their booksellers love great books and are dedicated to finding the titles that their customers want.
Waterstone's has been a client of Cottrills since 2001 and recognise and reward their staff for 10, 15, 20, 25, 30 and 40 year’s loyal service.
Q: Describe your core role within Waterstone's?
A: “As HR Policy and Reward Manager, I am responsible for supporting my colleagues with effective HR procedures, employment advice and motivating reward schemes which fulfill our business aims.”
Q: What is the best thing about working for Waterstone's?
A: “We have an unparalleled passion for selling books running throughout the Company. It is a genuine pleasure to work with so many highly talented and knowledgeable booksellers who are true experts in their field.”
Q: What do your awards consist of?
A: “In addition to the awards we provide through Cottrills, we mark significant milestones of loyal service with a presentation lunch hosted by our Directors. This year we combined this with a tour of Shakespeare's Globe Theatre on London's South Bank.”
Q: Why does Waterstone's feel it is important to reward loyalty?
A: “We recognise and reward the loyalty and commitment of those who have worked with Waterstone's for a long period of time to maintain and increase their motivation. The specialist knowledge and continued dedication of our booksellers are core reasons why customers keep coming back to us, and we feel it is very important to thank our loyal booksellers for their achievements.”
Q: What is typical of feedback you receive about the scheme?
A: “Our loyal service awards are very popular and qualifying colleagues really appreciate the gesture. We are often told that the award is an opportunity to "treat yourself" to something which you wouldn't normally consider buying. We even have a few examples where colleagues have taken up a new hobby as result of the awards, including camping and golf!”
Q: Do you have any words of wisdom to companies thinking of introducing or reviewing a loyal service award scheme?
A: “The most important thing about introducing a loyal service award schemes, I think, is that the business has to truly value loyalty and the contribution made by loyal employees. As such, the business should demonstrate its commitment by recognising this contribution and be determined to maintain the motivation of its loyal employees. This is of significant importance to Waterstone's where we prize our colleagues' contribution made through their experienced skill, knowledge and love for bookselling.”
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