A client recently shared a story about meeting a gentleman whose face lit up when they were introduced. He was puzzled as he could not recall where he had met this man before, although his face was familiar. The gentleman came in the next day with a well worn letter and handed it to my client and asked, “do you remember this?” In his hands was a letter that had been written over fifteen years ago by my client to this gentleman acknowledging his work and thanking him for a job well done! The client was overwhelmed; he never imagined that this brief letter would have been so important that it was kept for over fifteen years.
This story epitomizes the point that people need and respond to recognition that isn’t monetary. Long after the money has been spent, the roses have faded, and the gift card has been used up, a hand-written note will still be there. Think about it yourself, do you have a letter or note that someone has written to you that is over five years old? Think about why people keep such letters and can immediately go get them when needed. It is the intrinsic value that the letters give to people. They are motivators and as Dick Nettell, VP of Bank of America said, “Recognition gives people a high better than drugs.” Great leaders know how to make people feel good about themselves and never miss an opportunity to recognize and acknowledge excellent work. Some people concern themselves about too much recognition, which isn’t the problem. The problem is too much recognition that is shallow, i.e., saying “good job” with no explanation doesn’t do anything to really motivate.
Kouzes and Posner authors of Encouraging the Heart- A Leaders’ Guide to Rewarding and Recognizing Others has defined these steps for meaningful recognition:
1.Set Clear Standards – people should know the expectations, goals and measures of success
2. Expect the Best - believe in your people and their ability to do great things.
2. Pay Attention – watch for people doing things worthy of recognition
3. Personalize recognition – recognition is more meaningful when it is personalized. Find out what people like, their hobbies,etc. and be sure the recognition is explicit about why they are being recognized.
4. Tell the story – share the successes so that others know
5. Celebrate together- recognition should be public where possible
7. Set the Example – as the leader, personally live out the value of celebration and encouragement. Be fully present at celebration events.
The caption in the Wall Street Journal read, “ Been here 25 Years and all I Got was This Lousy T-Shirt.” Don’t let that become what your associates say. Find moments to personally acknowledge them in a meaningful way. Although a hand-written letter is the preferred method, an email is better than not doing anything at all! Imagine being able to boost morale, productivity and esprit de corps by just authentically rewarding and recognizing excellence, living out the values and work that is above and beyond. The key to recognition is to not trivialize it, but that it is always linked to a specific action or behavior that you would like to see repeated.
There are many ways to recognize associates who deserve it. While many leaders think that recognition has to be a big expensive hoop la that just isn’t so. Certainly there are times when a full scale production is called for, but small acknowledgements along the way reap big dividends. Gift cards, books, a day off, spa time, pins, spot rewards are just a few. The best way to find out what to give is to ask people for their ideas.
Sadly, most people – 61%, claim they haven’t received any meaningful “Atta boys’ in the past year, according to a study done by the Gallup Organization. Gallup furthers surmises that this attributes to disengagement in the organization. Go out and buy some thank you cards, get a nice pen, schedule fifteen minutes on your calendar once a week to write an acknowledge and see what it does for the people who work for you. Encourage others in your organization to do the same, and don’t forget that peer to peer recognition is equally as powerful.
Valarie D. Willis
Principal – Valarie Willis Consulting
April 13, 2007
©copyrighted 2007 Valarie Willis