Just so there is absolutely no doubt in any one's mind, I'm going to start this article by saying: Recognize, recognize, recognize and then recognize MORE!
Recognition is THE single most important behavior, tool, or factor that, differentiates people in their interactions with other people. You'll notice I didn't say "Leaders" or "managers". That's because every single person on the planet should be practicing recognition every day! Don't get me wrong - If you are a leader or manager, then you have a direct obligation to understand recognition and to practice it consistently.
To Recognize: to acknowledge or take notice, to express gratitude or obligation for, to acknowledge with a show of appreciation.
Here's where most people get off track. They believe (wrongly) that recognition or acknowledgment of some one must be tied to something that person did that was unique, special, or better than their usually performance . POPPYCOCK! ... In other words, complete nonsense. I have some other descriptive terms, but by my now, I'm hoping the message is sinking through.
Recognition has everything to do with performance. Most of us are just regular people trying to get through life. We work, we have kids, mortgages, bills, worries, etc. In the workplace, the majority of us go unnoticed and unappreciated. The people beside us have their own problem and the Boss!! ...well he/she is always too busy to see us. Most of us just carry on with our heads bowed until we run into someone who takes an interest. If it's our boss, and they're sincere and consistent, amazing things can happen.
I've already mentioned in previous articles how little "Rewards" actually impacts motivation. On the other hand, recognition has the potential to deliver incredible shifts in people's attitude and performance.
It's not just about the people you work with or those that you manage or lead. Every person in an organization or business needs to understand that recognition is the most important tool they have with their clients and customers. Practice it everywhere, with everyone! Start with your clients and customers, then practice it with your peers and team members. Every interaction with a person is either a recognition event or a missed opportunity in building relationship and loyalty with that person.
Here's how it works. Let's say you work in a grocery store. You sell food, don't you? Nope! .. you'd don't! What you really sell is service and relationship. It starts with quality products, reasonable prices and a clean environment. What differentiates you from your competitors is the relationship of you, your team and your customers.
I can't tell you how many times I've walked through a grocery supermarket and watched team members busily stocking shelves, mopping floors and packing groceries. Dozens of customers walk by these people every hours, and every one of them is a missed opportunity for "recognition", - building loyalty to your business, products and increasing retention of your customer. I've even watched "Senor Managers" gathered around some specific product discussing pros and cons with suppliers, while all the time, "CUSTOMERS" pass by completely unnoticed. Now that's an example team members should never see! What is the real purpose of team member at all levels of your organization? - stocking shelves or building relationship with customers? The answer to this question defines success or failure of your organization or business in the real world.
It doesn't matter whether you're selling bread, milk and eggs, banking services or you want to be largest communications company in Canada. It all starts with recognition.
Of course it begins with leadership. If leaders recognize team members, and set expectations for them to do the same with customers, then powerful things happen. For leaders you need to cultivate the 2 most important words in the world for effective leadership. They are: "thank you". - Thank you for cleaning that spill. Thank you for bringing me that message, thank you for BEING HERE.
It all really simple. All you need to do is start off with a smile, a simple "hello" or "good morning". Eventually you could throw in a "hows the family?" or "Thanks for shopping at our store". Be consistent. Do it ALL the time.
If you're in a larger organization and you support internal departments, consider everyone of those fellow team members to be YOUR customer. In the end, it filters down to the customer who actually pays your organization or business for product or service.
Here's your challenge this week. I want you to set yourself an objective to deliberately say "Hi, how are you?" to 6 different people each day for the next week that you have never talked to before. Put a Post It on your computer, or a reminder in your email software, or write it on the top of your hand. You CAN do it! If you're in a leadership position, get out there and start talking to both your team and your customers.
Let me know how it goes. :)
Ron
Ron Merk
Lead Facilitator, Coach & Writer
ACACIA Solutions
http://www.blazeonline.com/acacia/
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