Recognition

Employees' top criticism of management in the workplace: not being recognized for what they do well. We all are informed of managers' opinions of our errors or poor performance, if not immediately, then on the next performance evaluation/review/assessment. Whether you are a manager or a coworker, you can turn that around. Recognition can be formal or informal: it simply must celebrate the person or team being recognized for contributions or achievements. A funny awards ceremony in the cafeteria, a "thank you" at a team meeting, a posted proclamation at a work station--use your imagination. Traditional ideas include pizza party, dress-down days, and cruises. Innovative ideas include traveling trophies, role exchanges, and competitions with bragging rights. Bring good performance and results to others' attention to increase morale, retention, satisfaction, performance, and results. Acknowledge specific, positive behaviors to encourage more positivity--and, ultimately, more productivity and profitability. Send a thank you note to someone at work today!

2015 Teamwork Tip

Invite each team member to contribute his/her strengths to the team as strengths on which the team can depend. Identify the skill sets the team lacks and seek future team members who possess those skills and abilities. Use creative recognition and intermittent reinforcement to support the team. A catered pizza party for lunch or a silly competition with another team will spark performance. Watch talent engagement and retention rise!

A Simple "Thank You"

So often I see and hear about poor customer service. The pizza dispatcher who holds us for 3 minutes 37 seconds to verify our $10 coupon, the sales clerk who continues the phone call as we stand at the register with carefully selected items, the store representative who argues the return policy with no apology or empathy.... These stressful economic times take their toll on underpaid and understaffed sales personnel and on underpaid and underappreciated customers. Everyone is working to pay their bills and debts, and everyone is sleep deprived in the process. Patience is thin and tempers are transparent.

So I was delighted when during the past week, I witnessed three examples of excellent customer service in three different places. Two women at a check-out stand were told there was no rain-check for the sold-out item they wanted, but there might be some restock items in the back. The clerk called and within two minutes the items arrived. A construction client received a discount and a gift during a delay on an outdoor home-improvement project due to wet weather and resulting scheduling conflicts. A patron received immediate and expert attention during a suit sale. Color coordination and customized fitting services expedited the shopping errand and accompanied extra tips for value pricing and additional coupons. These experiences amazed me. The extra time and effort to serve the customer went beyond the norm.

Yet, none of these services was verbally recognized by the primary customer at the time of the service. A simple "thank you" goes a long way--long enough to help the next customer in line to experience good service! Pass on the good word--it can help build the economy.