All topteam members are extensively trained specifically for their current assignment. To us, quality is not just about people who look forward to the day's assignment and who proactively recognize what has to be done, above all it's about the "human element": lifting others' spirits, making new friends, conversing with customers, working together as a team. It's not enough just to discuss how these things should be done, they also have to be practised. Part of our quality assurance is thus about revisiting these topics again and again—to make sure your topteam remains effective.

Motivational training: smiles are contagious

A good mood has many causes: how people feel about themselves, whether their efforts are recognized, whether they feel challenged, whether they like what they do. That's why we spend quite a bit of time firing up our topteam helpers—by putting them in touch with the pleasurable side of what they do.

It doesn't take much: a footbath or massage after a long day on one's feet, or fruit and other refreshing snacks to boost energy levels. We even rotate our staff if a campaign lasts for an extended period of time, and organize small parties or surprises to help teammates appreciate each other and to increase their self-confidence. Above all, we're all ears when difficulties arise. Ultimately, nothing motivates people more than working in the right atmosphere.

Going to work: every job needs planning

Each topteam activity takes place in three phases, beginning with the casting phase. Before the customer receives our initial recommendations, topteam helpers have already auditioned for us on our own premises. We then work together with the customer to plan subsequent auditions, using comp cards or video/Internet connections, as well as live presentations either at the customer's or at topteam headquarters. The result is a topteam with the perfect range of qualities and characteristics.

Next comes the training phase. Most of our topteam assistants are trained twice. First they undergo extensive instruction in both product details and the responsibilities at hand, learning brand-specific behaviour—even taking a final exam, if requested by the customer. In addition, they participate in an in-house training course that focuses on topics specific to topteam. Playing a series of games, for example, they get to know their teammates and develop a sense of team spirit.

Third, there's the deployment phase. Since fairs or promotional campaigns can go on for days or even weeks, we personally look after our topteam helpers, ensuring that they are holding up. For example, we shower them with surprises, awards and other goodies. Above all, we're there to listen and help in any and all situations that arise.