Everyone Needs a Pat on the Back
By Jay Forte, Humanetrics, LLC
Published in Personal Excellence, October 2003
You have just finished a marathon day – nearly 12 hours. Because of the heat, every customer has been in your store or business at least once and the humidity has made tempers flare more than normal. Despite all that, every customer was well treated, the service level remained high and your attitude was great. In fact, you don’t quite know how you pulled it off.
Finally, it is quitting time. You are dreaming about the pie you’ll have for dessert and how great a long cool shower will feel. You walk by your manager’s office and say, “That was quite a day.� He looks up at you and agrees, and follows it with, “see you in the morning.� You loiter for a moment only to see your manager finish what he was working on; you keep moving towards the door, shrug and make your way in the dark to your car…
How do you feel? Why?
Same situation, different ending…
You have just finished a marathon day – nearly 12 hours. Because of the heat, every customer has been in the your store or business at least once and the humidity has made tempers flare more than normal. Despite all that, every customer was well treated, the service level remained high and your attitude was great. In fact, you don’t quite know how you pulled it off.
Finally, it is quitting time. You are dreaming about the pie you’ll have for dessert and how great a long cool shower will feel. You walk by your manager’s office and say, “That was quite a day.� He looks up at you and agrees, and follows it with, “see you in the morning.� You loiter for a moment only to see your manager finish what he was working on; you keep moving towards the door. Your manager calls out, “Do you have one more minute?� You return to his office. He says, “Thanks for doing so well today. We really showed the customers what we are made of. I don’t know about you but I was really proud of everyone today.� You smile and nod. Your manager adds, “Tell your family I’m sorry to have kept you so late – tell them I’ll make it up to them when things slow down.� You smile and tell your manager not to worry about it. He stands and shakes your hand and adds a final, “I really appreciated your effort today. Thanks again – and get some rest tonight.� You make your way out the door and to your car in the dark….
Now, how do you feel? Why? What changed?
Which scenario is you? Which is your manager?
They say that the two things that people want more than money and sex is praise and recognition. To be noticed for hard work, for extra effort, for great energy is one of the most motivating things a manager can do for his/her people. Check the cost …..$0…. And the benefit… priceless. All it takes is some time and thought.
Rewards and recognition are critical tools of the millennial manager. In order to compete in this constantly changing and dramatic business environment, companies need to use every tool available to them to direct their business and control their success. Remember the phrase, what gets rewarded, gets repeated. When you see your employees put in the extra effort, take a greater degree of responsibility, give personally or act seamlessly as a team, be sure to comment on it. Notice it and applaud it. If nothing gets noticed or recognized, then you will get nothing (special) from them.
“High-performing companies have abundant recognition,� says Harvard professor, consultant and author Rosabeth Moss Kanter. They use it in conjunction with a sound compensation and benefits program – to get the most from their employees. “At a time when companies are dependent on extraordinary skills and talents of their employees just to survive, it is especially important for employees to be reminded that extra efforts are noticed and rewarded.�
The best way to use recognition effectively is to:
• Customize its delivery – be sure that it matches the personality and character of the person receiving the recognition (some people want recognition in private, others want a billboard).
• Be honest and sincere in its delivery – speak from the heart or people will see through it.
• Do it at the right time – catch your people in the act of doing something right. Celebrate it when you see it.
• Know the communication style of the receiving party – it would be a shame to miss an opportunity to recognize an employee for terrific effort only for it to be misunderstood because of the style of its delivery. Speak in their style so that you connect with them.
• Celebrate the success – never minimize it with the conjunction “…, but…� (Great job with Customer ABC, but next time could you have them fax their order in?�)
• Link the recognition clearly with a specific event (so the receiver knows why he/she received the recognition).
• Just do it! It is the most effective form and most inexpensive tool in your toolbox.
Recognition done well and done right is a powerful tool in attracting great employees and encouraging them to stay. Exceptional organizations continually encourage exceptional employee performance – they catch employees in the act of doing something great and they comment on it. That helps the employee to see that exceptional performance gets them noticed; it makes them feel appreciated and energized to give and do more. Everyone likes (and needs) a frequent pat on the back.
Humanetrics LLC. All rights reserved 2007.