Assign responsibilities before the briefing
One person owns the campaign terms and budget. Staff invite customers when appropriate. A named reviewer checks proof. Authorized staff redeem rewards. A manager handles exceptions that cannot be resolved from the published terms.
In a small business, one person may fill several roles. Write down the backup anyway. A campaign should not become impossible to operate whenever the person who set it up takes a day off.
A proposed ten-minute pre-shift agenda
This timing is a starting agenda, not a tested promise. If staff need more practice, schedule it and include that labor in the campaign cost.
| Time | Exercise |
|---|---|
| Minutes 0–2 | Read the action, reward, deadline, and terms aloud |
| Minutes 2–4 | Scan the invitation and show the Google sign-in and proof steps |
| Minutes 4–6 | Rehearse the optional invitation and a polite refusal |
| Minutes 6–8 | Demonstrate checking a fictional reward and the fulfillment decision |
| Minutes 8–10 | Practice exceptions and name the escalation contact |
Three role-play cards
Card one: the customer thinks scanning alone earns a reward. Staff should explain the required action and owner review before the customer joins. If this misunderstanding keeps occurring, change the sign rather than teaching staff a longer disclaimer.
Card two: the customer does not want to post publicly. Staff should accept the refusal without questioning their reasons or changing the service they receive. Participation is optional.
Card three: a customer presents a code that appears already used. Staff should pause fulfillment and ask the manager to check the record. The exercise is about a calm handoff, not confronting the customer.
Keep one invitation everyone can remember
Use the same basic promise at the counter, on the sign, and in the campaign page. Staff do not need to recite every term, but they must know where customers can read them before participating.
Avoid “instant free item” if approval is required. Avoid “review us” if the action is a social-content post. Keep the spoken explanation accurate enough that the detailed brief feels like clarification rather than a surprise.
“We have an optional customer campaign. The page explains what to share and the reward you can earn after review. Would you like the link?”
Use a shift note to improve the next briefing
At the end of the shift, record invitation questions, review handoff problems, redemption exceptions, and minutes spent. Keep customer-specific details in the appropriate restricted records, not on an open noticeboard.
Choose one fix for the next shift: reposition the sign, clarify the reward size, authorize the correct staff account, or name a backup reviewer. A well-run campaign still takes work. Measuring that work is how you find out whether the process fits the business.
Give the team one shared brief.
Bring the completed instructions, invitation script, and reward terms to your pre-shift rehearsal.
Prepare the team’s campaign kitPlanning your spend? Use the reward-budget calculator. Ready to see the product? Walk through the campaign flow.