Peter Lucash writes in Physician Business Blog about the importance of management recognizing the efforts of employees. He points out that money is not the most important motivating factor for employees.Motivated employees who like where they work are much more likely to provide superlative customer service. Their attitude communicates itself to the people they do business with.
Do you have direct reports and co-workers whom you seldom see or talk with except to complain? I have a co-worker whose first boss only called him when he did something wrong.
I used to manage ten staff nearly all of whom worked in different cities. I made it a point to talk to each of them every two weeks just to find out how they were doing, solicit their feedback on something, or compliment them when they did something well. I learned more about them; they learned more about me. Together we built a team that had the highest increase in revenue two years in a row.
If you work in a retail or office setting where you see your people every day, then make it a point to talk to each one separately on a regular basis. Get their feedback on how things are going, what could be done better, and don´t forget to learn about their families.
I also had a co-worker who learned each of her direct reports´ birthdays and their work anniversaries. She bought cards appropriate to each occasion and sat down and wrote them all at once. Where you place the stamp, she wrote the date the envelope was to be mailed so that it would arrive a day or two before the occasion.
There are many other ways to provide motivation and recognition to your employees, but these are two simple ones that will be well appreciated.
Bottom line: be proactive in motivating your employees. Make time to communicate with them, especially about things they do right. Doing so will create employees who are more motivated, more willing to listen to you, and more willing to enhance customer service experiences.
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