Kick Up Your Employee Recognition a Notch

Employee recognition is now a cornerstone of successful companies. Tons of books have been written about it, major events are created for it, and executives have embraced it like never before. In the last thirty years or so, formal employee recognition using non-cash rewards has taken on a completely new understanding within human resources.  The days of the simple gold watch have been replaced by some very elaborate systems.

But employee recognition is not a new found business tool; it’s been around for a while.  Here’s an interesting quote about it:

“In the arena of human life the honors and rewards fall 

to those who show their good qualities in action”

…  circa 350 BC…Aristotle

But like so many other things in business, recognition can get a little tired and worn and lose some of its punch.  Unfortunately it can also be limited in some organizations where employees can complain about the lack of recognition on a regular basis and managers say “why should I recognize or thank someone, they’re just doing their job.”

Those of us who prioritize employee recognition understand the power of recognition.  We know it’s not just a nice to have, it is a must have.  It reinforces the most important outcomes you want for your business.

If your recognition is becoming worn and tired, consider kicking it up a notch and try some of the following today:

• Plan to thank at least one person a day
• Take a small working group for a cup of coffee or lunch
• Handwrite a simple thank you note and give it to a worthy employee
• Ask and executive to stop by a person’s or department work space and thank them
• Accompany the verbal recognition with a small gift or gift card
• Present the recognition publicly if appropriate (be careful as some employees can feel uncomfortable with this type of recognition)
• Make your recognition random so that it provides an element of surprise

And remember what Dale Carnegie said:

"People work for money but go the extra mile for recognition, praise and rewards."

For more information on Ultimate Choice Inc.’s products or services or other white papers please contact us at Ultimatechoiceinfo@cox.net

Show Employees How to Connect the Dots

When we hire a new employee we tell them what the job entails, how we want the job done, their responsibilities, etc.  Many companies go through a complete list of what to do on the first day (or week) of employment that can include everything from going over benefits and the employee manual to meeting with the executives.

One thing we believe is often missed during this important introductory period is making sure that the employee has a good foundation on why their job is important and how to connect the dots from their position to other jobs in the company.

Every one of the 3200 sailors onboard the aircraft carrier USS George H.W. Bush knows the importance of their function and how it can affect the performance of the world’s largest aircraft carrier.  They know why their job matters and how it contributes to the total function of the ship.  This importance is drilled into them from the first day on board.  Their motivation and pride in being part of the best drives their effectiveness.

During their introduction, let your employees understand what parts of the company they can readily see and the ones they can’t and then connect the dots for them. When they see how their work fits into the bigger picture, like the sailors, they will be more motivated and effective.  In addition, once they truly understand how their job contributes they are more likely to take initiative, solve more problems and add more value.

Let them know what’s behind the next wall, or in the next building, or in another building

across town, or across the country.  Take time to let them know how the company values and how important they are to society.  This can have a big impact on profit, makes a difference not only to morale but to creative thinking and innovation.

For more information on Ultimate Choice Inc.’s products or services or other white papers please contact us at Ultimatechoiceinfo@cox.net

If Your Employees Matter, Let Them Know

I while back I read a post in TLNT by Patty Azzarello that I believe is worth repeating.  My guess is that this type of scenario repeats itself daily throughout the business world.  The story goes like this: 

One time the CEO of the bank asked a young trainee, “So, how do you like your job?” The man replied somewhat discouraged, “I have a really stupid job. All I do is replace the pens and the make sure these containers that hold the deposit slips are never empty”.

The CEO then said, “Not only is your job not stupid, you have the most important job in the whole bank! Our bank can’t exist if customers don’t deposit money, and customers won’t deposit money if they don’t have confidence in our bank. It’s your job to make sure that our customers’ very first experience when they walk through our door is a good one.”

“What could be more important than that?” “How do you think our customers would feel if the pens didn’t write or they needed to go through the time and hassle to ask someone to get them a deposit slip? Would they feel welcome and confident in us?”

The obvious lesson here is to let your employees know they are important to you. Everyone

is hired to perform a function, and when those duties are performed well recognizing them for that performance starts the pattern for how those employees grow in their job and in their importance to the company.

The best time to begin the process of employee reward and recognition is right from the beginning.  Studies have shown that the first few months of employment are critical to their retention.  So let them know that their job matters and why it matters. 

For more information on Ultimate Choice Inc.’s products or services or other white papers please contact us at Ultimatechoiceinfo@cox.net

The Forgotten Employee

Billions of advertising dollars are spent annually by companies telling you to use their products or services and then often rely on their lowest paid employee segment to carry out that customer service promise.  Customer facing employees are often the lowest paid employees in that organization.  Does that make sense?

When engaging with a company we react first to the employee we are dealing with, whether in person or on the phone.  To us that person is your company, and we will consider how we are treated as a reflection on your company, for good or bad.

For many reasons, primarily competitiveness, most companies can’t afford to pay higher wages to these entry level employees.  Companies seem to have ignored the importance of these positions in determining employee value.  When establishing pay scales they consider education, experience and competitive survey data.  It would seem that the fact that these employees also have the power of gaining or losing customers is lost on management. 

Some would argue that these employees have a greater impact on customer good will and retention than managers. Interestingly, studies have shown that having a pleasant experience when dealing with a company often outweighs price considerations and marketing glitz. 

This is not a forum to debate the pros and cons of the minimum wage.  It doesn’t mean that

you should pay more to these employees than the marketplace suggests, but it is in your best interest ensure that they're fairly treated. 

As a provider of employee recognition systems, we can attest that well placed, consistent and continuous employee recognition can positively affect the customer service levels of these employees.

Use non-cash awards to build on the attitudes and confidence of these employees. Attitude is just as critical in these positions as education and experience. The awards can be diminimous in nature but will be profound in long term appreciation. 

Use them to build on the upward opportunities for higher performing employees, connecting the recognized performance to future promotion.

And, make sure you listen to them and rewarding them for their suggestions for improvements in your operation, even new products and services. 

Remember that each contact between your employees and customers reinforces your financial and long term impact in the marketplace. 

 For more information on Ultimate Choice Inc.’s products or services or other white papers please contact us at Ultimatechoiceinfo@cox.net

Satisfied Employees and Great Customer Experience?

Many companies have come to realize that it’s the employees who make the difference.  All the money spent on research, design, innovation, marketing loyalty etc can go right down the drain when the experience at the point of sale is less than desired.  We all like to trade at places where we feel important, and valued for our business, and our inter action with the employee, whether in person, on the phone, or digitally, can make or break that relationship. 

Numerous studies over the years show a strong positive relationship between employee satisfaction and customer satisfaction. Satisfied employees help produce satisfied customers… conversely, low employee satisfaction and overall low employee morale can negatively affect company operations greatly, causing dissatisfied customers and hurt profitability.

An extraordinary employee experience is the basis for a successful customer experience.  Consider it this way. Your employees are your brand.  If you have a brand promise, it’s your employees who are responsible for fulfilling that promise.  Think of the billions spent in implementing a world-class customer

service effort.  Then compare that to the budgets invested in recognizing and reward your employees who make that world-class customer service effort a success.  Is it really a fair comparison?  Your employees will deliver a customer experience that matches their own experience in your organization. 

For more information on Ultimate Choice Inc.’s products or services or other white papers please contact us at Ultimatechoiceinfo@cox.net