I worked for Waitrose a few years back and this was seen as coming. The bonus, which was used a stick to hit us with in a way (as we all had to be seen as working harder and putting real effort and care into everything that we do as part-owners/partners) dwindled lower and lower. If anyone wasn't pulling their weight we were almost scolded for not caring more about our business. Any wastage = affected bonus percentage and so everyone made an effort to give good customer service and take extra care, especially in most stores. As it should have been, to be fair. People caring about their role and the face of the business as it gave back to workers. When I worked in a store while at college we got a bonus of something like 15-20% which is crazy when you look back, 15 years ago. A real carrot on a stick that enticed people to work overtime, really put their passion into working there. Profits would trickle down. Years later in head offices we were having hours capped and working harder than ever only to see 3-4% bonuses, all while people struggled with the cost of living. It's a shame and I do miss working there in a way, but once the bonus was gone there was always a risk that the chain would lose that "family feeling". I'm glad to see that Waitrose is re-energised and gaining and to be fair while John Lewis is still a bit niche it's customer service is still fantastic whenever I visit. More on reddit.com

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