Tag Archives: employee recognition

It’s not the cost that counts for employee recognition

Don’t you just love it when you open up a gift, and it’s perfect for you?

It feels really good that somebody’s gone to the trouble of finding something that they knew you’d love.

You’re delighted that they paid attention to something you happen to have mentioned in passing.

You’re touched that they’ve gone to so much trouble to find the precise thing you’ve always wanted.

Wouldn’t it be great if we could leave our team members or customers feeling that way about what we give them?

Last week I wrote about the new John Lewis Christmas advert and how it prompted me to think about 2 things which are important factors in creating a service culture.

The first of these was emotional triggers and anchors, which if you missed it you can read here.

The second one was how often we focus on the cost of something rather than the value it brings.

I see the underlying message of the advert is that it’s not what gift you give or how much you spent on that gift, but what that gift can mean to the person you give it to.

So, how can we apply this principle in the context of creating a service culture?

As human beings we all like to be appreciated!

But there are many ways we can show that appreciation. It’s not about how lavish the gift, in fact it might not even be a tangible gift at all.

Ongoing, simple but sincere gestures – however small – that demonstrates your gratitude will certainly contribute to your team’s and your customers’ loyalty.

Here are a few ideas to show employee recognition and build customer loyalty:

  1. Help people celebrate: Something that seems insignificant to us might be a big deal for a team member or customer. Share in their excitement. What can you do to help them celebrate their special day or achievement?
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  2. Make them smile: In the same way you might share a joke, compliment a friend on their new shirt, or point out something fun, it might just be something we say or small gesture that really makes someone’s day. Spot opportunities to bring a smile to someone’s face.
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  3. I saw this and thought of you: Remembering an interest, a hobby or a project they are working on. And when you see something or meet someone related to it you make a note and send them over an article, buy a magazine or introduce them to someone who shares their passion. So long as it’s relevant, well timed and personal.
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  4. Remember people’s like and dislikes: People feel touched when you remember their likes and dislikes: their favourite foods, favourite colour, or simply the way they take their coffee. Never under estimate the impact when you remember someone’s preferences especially when they aren’t expecting it.
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  5. Spot opportunities to Give Little Unexpected Extras: Doing something spontaneous when you know the other person will appreciate it.
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    For example, for a customer finding something they’ve mentioned even though it’s not something you normally stock; gift wrapping or packing something with a personal touch or greeting because you know it’s their birthday.
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    For team members, letting them leave early because you know it’s their partner’s  birthday, their children’s sports day, or tomorrow they leave on a holiday of a lifetime.
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  6. Creating Magic Moments: Identify the little finishing touches that you can give to leave people with that wow factor. Picking up on an earlier conversation you’ve had that enables you to give a customer a personalised memento of their visit.
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    What is there that makes your business or offer unique, that others might enjoy taking home or share with others to create magic moments, not just for your customers or team members but their families and friends too?
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  7. Generate ideas. Challenge your team to come forward with their own ideas – If they were a customer coming to your business what little touches would they love that would make it memorable or extra special for them?
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    Ask them to imagine they had a magic wand and had all the time in the world, and a limitless budget… this can give you insights into what they might like too!

What can you give that can turn an average day into an amazing day for your team or customers?

Value, not price

A present should not be about the best or the most expensive thing. It’s not about the money, but about the thought that has gone into it. So that it means something to the person you give it to. This might be to delight, inspire, excite or simply make them feel special or valued.

This privilege shouldn’t be reserved for customers. If you make your team members feel special or valued they’ll do the same for your customers.

 



Puffed Up with Pride

Last week at the HTA Catering Conference panel discussion I was asked if I could pick just one thing for business owners and managers to focus on to improve employee engagement and staff retention what would that be.

My response: “Give people pride in what they do, by recognising and acknowledging their contribution to the business.”

Being recognised at work so you can be proud of your contribution can have a massive impact on employee engagement, and all the knock on benefits of customer service, staff retention and productivity.

This stems from the top, so if you are recognising your managers and supervisors so they feel pride in what they do, they are far more likely to do the same with their team members.

As well as leading by example, educate your managers and supervisors on the importance of recognition, and give them ideas, support and resources to do this.

Here are 7 ideas to get the ball rolling…

1. Common Courtesies

Treat your team with the same care, courtesy and respect as you’d like them to show to customers. Failing to give a simple please when asking for something or a thank you when it’s delivered soon gets noted, leaving people feeling unappreciated.

A sunny smile and a cheerful “good morning” sets everyone up for the day.

2. Demonstrate Trust

We often underestimate people’s capabilities. You’ll be surprised just how resourceful your team can be given the right direction. Give flexibility to adapt and adopt their own style.

Demonstrate your trust by delegating some control and ownership. This gives a sense of pride and a desire to get things right. When individuals have one or two areas to focus on specifically it encourages them to go deeper and develop their expertise.

Play to people’s strengths, rather than making everyone mediocre at everything. Give them development and responsibility in areas in which they excel.

Identify staff champions for routine activities so there is always at least one person other than you keeping an eye on each aspect of the business. This is not only good for people’s development it also helps the team respect other’s roles and share the burden.

3. Recognition

Show you value their opinion. Involve your team in discussions and ask their advice particularly in areas where they have more involvement than you, e.g. many of them will spend more time with customers than you and often spot things you might miss.

Give meaningful feedback. Tell people how they are doing, what have they done well and how it contributes.

Recognise those who go beyond the call of duty or out of their way e.g. changed their domestic arrangements to stay late to finish a project, dropped their own work to help a colleague who was in need or simply gone out of their way to help out.

Whenever you get positive feedback from a customer publicise this. The sooner you do this after the event the greater the impact.

Acknowledge those who have put considerable effort into a project even if it has just fallen short of the mark. It’s the effort you’re applauding not the result.

4. Celebrate success

Recognise and celebrate successes – for the individual, for the team or the business as a whole.

Let everyone know when you’ve had a good month, brought in that special deal, or achieved an important milestone. Recognise and show your appreciation for those who have contributed to this success. This can be a great morale booster.

Acknowledge the contributions of those working on long-term projects too, and give regular updates on progress. Remember those in supporting roles too, who beaver away behind-the-scenes – including back of house staff, e.g. whoever is responsible for the cleanliness of your premises can have a massive impact on everyone.

Keep your team up to date with the bigger picture – what’s happening in your business, what else is happening in your industry, so they can be proud of your industry as a whole.

5. Going Public

Saying thank you and well done in front of the whole team may make some people feel uncomfortable, so be selective. But when done for the whole team it can give a real boost.

If you’re not the owner of the business, whenever someone does something noteworthy notify your boss (or whoever you are answerable to) and ask them to take a minute to acknowledge that person.

6. And the winner is…

Whether internal or external awards are a public way of giving recognition. Nominate your whole team or individuals for external awards. Just being nominated shows you think they are worthy of being a winner.

Create your own version of an Oscar to award each week. It doesn’t have to be the same criteria every time, just something that is noteworthy e.g. best morale booster, best ambassador for service, award to helping out a colleague, etc. Give kudos to the previous winner and allow them to choose the criteria and award it the following week.

Give public recognition via your physical or virtual noticeboard, where anyone can post a note of recognition for a colleague, so no accomplishment goes unrecognised.

7. Personal achievements

One exercise I love to do is getting people talking about an accolade or something (or someone) they’re proud of, be that in or out of work; something recent or from years back.  Just by getting them talking about these makes people feel good, as well as helping get an insight into what’s important to them.

Take time out to celebrate an achievement or special occasion. Recognise those important proud moments outside work: arrival of their first grandchild, child’s graduation, a significant contribution to a charity, a personal achievement such as passing their driving test.

Simply remembering personal milestones such as a significant birthday or wedding anniversary can make people feel valued, but even better if you do something to mark the occasion even if it’s just a simple card or cupcake.

Whatever you do to show you value your team and create proud moments, make it meaningful to the individual; not everyone is inspired by the same things, so consider what’s important to them.

Recognition is a powerful thing, so if you only do 2 things:

  1. Make a point today (and every day from now on) of doing at least one thing to show your appreciation to one or more of your team
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  2. Share this post with your managers and supervisors and ask them to identify one idea from the list they can start doing today…



Congratulations!

If you’re anything like me, you love having an excuse to celebrate. Today happens to be my wedding anniversary, and at 33 years I think that’s cause to celebrate.

Marking special occasions is a great way to engage both customers and team members. Recognising a personal milestone, proud moment or a significant event shows you care.

What’s the occasion?

The most obvious things to celebrate are birthdays and anniversaries. Not just personal anniversaries such as a significant wedding anniversary, but maybe noticing the anniversary of the date each of your team members joined your business or your department. If you’ve a large team you might decide to celebrate the anniversaries of everyone who joined in the current month. This is a great excuse to bring people together who might not normally work closely together.

For business customers congratulate them on a significant anniversary in their business, or the anniversary of when you started working with them (and this helps to reinforce your relationship).

And of course, don’t forget anniversaries for your own business; it’s a great way to blow your own trumpet!

Recognise those important and proud moments for your team members outside of work. The arrival of their first grandchild, passing their driving test, their child’s graduation, gaining a qualification, making a significant contribution to a charity e.g. through a fundraising event, running a marathon, etc.

Celebrate and share your business successes. Let everyone know when you’ve had a good month, and thank them for their contribution. Celebrate that special deal or contract you’ve won. Pass on the recognition you’ve received from an important customer.

Cheers

Celebrations don’t need to be lavish. What’s more important is that they are sincere and will be appreciated by those you are congratulating.

Recognise that some people love the limelight, others hate it. Sometimes a quiet “congratulations and well done” is all that’s needed and will have more impact than any over the top celebration.

For a customer a little unexpected gift (which might also be an excuse for them to visit again, but ensure it is something they will value, not just a blatant promotion for more business) can make them feel special and appreciated.

If it’s an occasion to be shared will taking time out for coffee and cake to celebrate the occasion be more appropriate than taking everyone down to the pub?

And it may be that the best and simplest way to help team members mark the occasion is giving them the opportunity to knock off early, so they have more time to celebrate with their family and friends.



Thank you

12 ideas to engage and inspire your team on their return from their Christmas break

The first of my mini 12 days of Christmas blog series, which this year will focus on engaging and inspiring your team following their Christmas break.

1. Thank Youthank-you-im-so-grateful

Simply saying thank you is the most obvious thing to do to show you appreciate your team. Whether your team have been full on over Christmas or they’re about to return after a Christmas break, make a point of thanking individuals for their contribution.

Be specific. A thank you and an acknowledgement of a job well done is far more sincere if you’re specific about what you’re recognising. So, say what it is about their actions that you appreciate. It might be spotting them doing something that shows you they’ve made an extra effort, helped a colleague, gone out of their way to help a customer, or used their initiative to get over a challenge.

Send a handwritten letter or a thank you card. A physical letter or card, particularly if it is handwritten, will have 10 times more impact than an email.

Be sure to recognise all departments, including back of house staff, or those in non-customer facing roles. They all have their part to play.

 


Enter Awards

Here’s part 11 in my 12 blog series onAward Winner

how to engage and motivate your team on their return from their Christmas break

11. Enter Awards

Focus people’s attention on customer service by aiming for an award, competition or simply an internal league table. It can be great motivation for those with a competitive spirit: For internal reward this might mean focusing on a different theme each month so that everyone has the opportunity to recognise their particular skills and strengths.

External awards are a great way to give focus and recognition for the whole team. Keep your eye out for awards which are relevant to your business or your market. Just being nominated for an award is a great booster it itself.

And as they say “You’ve got to be in it to win it!”

 

If you’d like more ideas here are 28 Activities to Engage, Energise and Excite your Team in Customer Service28 activities to engage your team in customer service 1