This is a real-life application of a previous post titled 6 important management qualities, a practice-what-you-preach kinda post if you will.
A customer dropped an email off the other day to compliment one of my guys (Let’s call him B) on his excellent customer service. The customer didn’t exactly request that B be rewarded for his good work, but I thought a little token wasn’t unreasonable. Complaints are all too common in the service industry, and positive feedback comes pretty much on the infrequent end.
Point #1: Management blindness is such that good work tends to go by unrewarded. The worker feels dissatisfied despite the good effort, and eventually becomes indifferent.
So I lightened the wallet a little and got two movie vouchers; one for B (the commended fellow) and another for W, my engineer who handled daily operations. I thought it was fair that W got something for his consistent work so far, and he sure has worked harder than ever after I took over.
Point #2: People who have been performing well should be rewarded too, not just those who have had positive feedback. It may be a small touch, but I believe this makes them feel appreciated. I know I would : )
Summary: they were happy with the free movies, and I feel good that I made their day a little brighter. At least they know good work = appreciation (and possibly rewards!).
And hopefully, they’ll understand that going the extra bit for customer satisfaction reaps positive results, which is the kind of image a service-oriented company should always strive to cultivate. IMO happy customers make good referrers, and nothing beats word of mouth marketing.
*It sounds incredible, but I am still way behind my photo sorting. Will update the post-dated entries when I’m done.