Use formal and informal rewards
A recent article in Success Magazine, in which Magic Johnson was interviewed, touched upon a very interesting concept: Are you listening to your customers? For our discussion, “customers” could be external customers who buy your company’s products and services, or it could be internal customers (your co-workers and colleagues) who need something from you at one time or another.
Magic Johnson said that one of the biggest mistakes he ever made was to open a retail store, stock the shelves with all kinds of items he would want to buy, but not necessarily what his potential customers would be interested in buying. Consequently, much of the merchandise he originally purchased was still hanging on the racks when the store closed just one year later. He realized too late that he had never asked a single customer what they’d be interested in buying.
So, ask yourself: what are you offering to your customers and co-workers? Are you offering items they’d be interested in buying? Is your focus on them, where it should be – or are you assuming you know what they really want and need?
Outside of material things, and especially in relation to our co-workers and employees, what do we all really want and need? The top three things are:
- To be valued: Are you showing others that you value their opinions, advice and feedback by including them in as many major decisions as possible, thereby gaining greater buy-in for the things you want and need to accomplish?
- To be appreciated: Do you regularly show your appreciation for their efforts, either verbally, in writing or in other terms (monetary and otherwise)? This doesn’t mean just once a year on performance reviews or at annual meetings, but all throughout the year in formal and informal ways?
- To be listened to: Do you let them know that you’ve heard what they have to say – and have at least considered it, even if you can’t act on it? Do you let them know if and when their “suggestions” are acted upon, and the reasoning behind action (or non-action) on your part? Or do their suggestions go down a “black hole”, never to resurface, causing them to feel that it’s pointless to even try to help create a WOW?
One great example of using formal and informal reward systems is one I heard years ago at one of my speaking engagements: Whenever someone in this organization did something really great that was observed by another employee, the observer would get a piece of paper, trace his or her hand on it, address it to the other employee, including the date, what they saw that they really appreciated and was a WOW, sign it and then give the other employee the paper, providing them with a “pat on the back.” WOW! What an easy, quick and effective way to let others know they are appreciated and are making a difference!
How do you show others (instantly) that they are noticed, appreciated and valued? I’d love to hear your stories of creating WOW impact on your co-workers, customers, even family members with small acts of appreciation!
