Category Archives: Thank You Power

An HR Manager’s Primer on Praise

Posted on September 13, 2009 by | Leave a comment

It’s a fact: simple measures work best these days, particularly when it comes to giving genuine thanks to employees. Gone are the days where employees expect a lot of extras and companies use less complicated and creative ways to engage employees.

Drawing on examples from my own career as well as stories from others where bumpers stickers and sticky notes became treasured badges of thanks for a job well done, it’s apparent authentic praise, in whatever form, goes a long way toward creating engagement.

Amazing as it may sound, giving simple thanks can be less than easy in some companies. In a 2007 article. BusinessWeek careers columnist and author Liz Ryan asked: “Is Praising Employees Counterproductive?” Some managers have an irrational fear, Ryan writes, that too much praise can “spoil” a good employee.

After exploring what she sees as the basis for some of this fear, Ryan concludes this: Praise is a key motivator but effectiveness hinges on the praise being credible.

“Of course, you can’t go around praising people all the time, even when they’re doing a great job, and you should never praise people when they don’t deserve it.  If you praise people nonstop your complimentary words will lose their effectiveness as a motivator. If you give praise when it’s not deserved, you’ll lose  your credibility and undermine the whole group’s efforts.”

It’s all a matter of style, of course. But the following examples provide some solid tips to get HR managers and company leaders started on developing a program that gives well-deserved and credible thanks to employees:

  1. Don’t praise the employee, praise their work. Gary Vikesland writes on Employer-employee.com that it’s important to be specific and target abilities or work when handing out compliments. Furthermore, it’s best to be specific and make you’re your praise has a purpose. (http://www.employer-employee.com/praise.html).
  2. Work to build an organization that has a “climate of positive reinforcement”. Bruce L. Katcher, president of The Discovery Group, says a healthy organization makes praise part of the culture. These companies have supervisors frequently overheard saying: Good point!  I’m glad you brought that up!  I really appreciate that!  Good job!  Well done!  (And my favorite :) Thank you!
  3. Praise in public, advises the Center for Management and Organization Effectiveness (CMOE) in its five tips for praise “Acknowledging people in public accomplishes two important things. The employees feel even better as they are recognized in front of their peers. In addition, public praise is one way of reminding other employees of what you want from them.”

Great insights indeed!

One past employer never praised anyone.  Anyone.  He thought praising good work would make other workers envious and feel left out. Ya think?!?!?  Of course it would!  That’s the idea.

  • Praise good work and everyone wants a piece of the action.
  • Praise good work and then employees know what you value.
  • Praise good work and employees want more.
  • Praise good work and everyone gets in on it.
  • Praise good work and employees praise each others’ work.

To paraphrase that great American sage, Forest Gump: “Praise is a praise does.”

Or, to repeat one of “One Minute Manager” guru Ken Blanchard‘s basic tenets: “catch someone doing something right”.

That’s it: catch someone doing something right = praise.

Do it.  It’s free; it’s appreciated; it builds great organizations.

Rick Kiley is President of gThankYou, LLC, based in Madison, WI.  gThankYou® Certificates of Gratitude™ are one way savvy companies demonstrate commitment to employees’ great work. The company is best known for its Turkey Gift Certificates, Ham Gift Certificates, and Grocery Gift Cards.

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Gratitude Squared for HR Leaders

Posted on July 27, 2009 by | 4 Comments

As consumers, we’ve all (I hope) been thankful for a genuine act of generosity. Employees have the same sense of thankfulness, the same sense of gratitude) when they’re recognized for going above and beyond the call of duty in the workplace.

That sense of thankfulness creates employee engagement and builds loyalty.

It’s a big topic for HR pros and in companies today – engagement – and in particular engagement framed by low-cost or no-cost strategic recognition programs, formal and informal.  Studies and examples underscore this point, as Robert Morris, a business commentator from Dallas, wrote recently on the Examiner site. Morris contends, in fact, that reward and recognition programs provide firms with a direct competitive advantage

Here’s an example cited by Morris:

“I once called on a consulting client…and while being escorted from the reception area to the CEO’s office by his administrative assistance, as we walked past one office, I stopped when I saw through the open door a framed ‘something’ on the wall. It was the office of a senior vice president and he was not there. ‘Everyone notices that,’ she said. ‘Here, take a look.’ I examined what was under the glass: more than a dozen multi-colored Post-its, each personally inscribed with brief, congratulatory comments addressed to ‘Warren’ for a winning proposal, an excellent presentation, etc. ‘He’s so proud of those little notes that he went out and got them all framed’”.

Talk about Gratitude²!  Here’s a senior exec who’s proud to display “merit badges” of achievement that cost about 1/10 cent each.  He probably spent more time having them framed than the writers spent writing them.  And what a huge pay-off.  This is clearly an engaged, grateful employee.

A survey released earlier this year by the O.C. Tanner Co. says  companies that “appreciate employees’ get a 20 percent to 30 percent boost in engagement. The global study shows that a simple “thanks” provides results that cross countries and cultures.

Such job appreciation creates measured stickiness. I’ve seen it work in my own career:

An executive  at a company I worked for gave out a bumper sticker (a bumper sticker?!?!) as a monthly award to the employee he thought made a measurable impact. He presented the award in grand fashion at a highly-attended staff meeting each month singing the praises of the awardee. I was not the only one who proudly displayed that bumper sticker at my desk – and was motivated to stick with the company for a long, long time.

It’s an amazing tool!

Simple Rewards = Gratitude Squared (SR = g²).

Share your own examples of how recognition – formal or informal – helped motivate you. We’d love to hear from you.

gThankYou!

gThankYou® Certificates of Gratitude™ are a way  savvy HR Managers say “Thank You” to employees.  gThankYou, LLC is based in Madison, Wisconsin.  The company is best known for its Ham Gift Certificates, Turkey Gift Certificates and Grocery Gift Cards.

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Generosity Inc. = Gratitude Squared

Posted on July 7, 2009 by | 6 Comments

The New York Times Magazine recently ran a very intriguing article that illustrates how a genuine “Thank You” can create loyalty in the consumer marketplace. In his Consumed column Rob Walker tells about a new program at Hyatt Hotels encouraging employees to perform “random acts of generosity” for customers starting this summer; posted at “Hyatt’s Random Acts of Generosity“.

Hyatt CEO Mark Hoplamazian announced the program on a USA Today travel blog “Hotel Check-In” titled Hyatt CEO announces random “surprises” for loyalty members saying: “We will be empowering hotel employees to perform what we’re calling random acts of generosity. So, don’t be surprised if Gold Passport picks up your bar tab, comps your massage or treats your family to breakfast.  It’s part of bringing authentic hospitality to life and making you feel more than welcome.”

It can be tricky, however, to generate such an authentic act of gratitude in the marketplace. It’s a point not lost in the blogosphere.

Posted on the Economist’s Gulliver blog: ”…at the risk of quibbling, it’s not quite down-home ‘authentic hospitality.’ Deducting items from the bills of certain treasured guests is more a sensible commercial decision than a charming gesture.”

And 5 Circles Research’s Mike Pritchard questions in his company’s blog whether Hyatt’s program is a “good idea or off target.”

Research by the University of Washington’s Robert Palmer, an associate professor of marketing, says that “a customer who is made to feel grateful most likely becomes enduringly loyal as a result,” according to Walker’s column. He continues: “Gratitude, as the paper bluntly puts it, can ‘increase purchase intentions, sales growth and share of wallet.’ Psychological studies have shown that people feel good reciprocating genuine acts of gratitude and guilt when they do not. It’s a point that businesses should well note with caution that it’s not all that easy to do.

Walker’s column and the debate it has stirred reminds me of an experience we had several years ago on a stop at the Mall of America. My family dined at the Bubba Gump Shrimp Co. restaurant and were stunned when, after a very messy spill by my then-toddler and meal replacement, the waiter picked up our entire tab! We were genuinely thankful, and gave a tip to match our gratitude. This random act put a new, positive spin on what was winding down to a terrible travel day.

It’s that sort of event, when things could be better (or couldn’t be worse) that the random act of generosity has the most impact.  Two examples, Hampton Inns guarantees 100% satisfaction; no questions asked.  Period.  When the Internet connection didn’t happen a few years back the hotel comped me the entire night.  Gratis!  Wow, was that a delight!  I didn’t request it.  In fact I suggested a discount.  But, the front desk manager insisted.

Finally, for a recent round-number birthday my wife, toddler and I were dining at DisneyWorld‘s Wolfgang Puck restaurant when the server asked our three year old if she wanted to watch her pizza made; regardless, what a relief to have an antsy youngster be ably entertained away from our table for ten minutes.  Again, we tipped generously.  How often would you feel great about a 25% gratuity?  The next night?  Same thing; different Disney restaurant.  Talk about great training; that’s what makes Disney, Disney.  Everyone at Disney does it; no hesitation.

Generosity Inc. = Gratitude Squared (GI = G x G)

We’ll be back. Promise.

gThankYou® Certificates of Gratitude™, when given for employee recognition and rewards, are a way  savvy companies say “Thank You” to employees.  gThankYou, LLC is based in Madison, Wisconsin.  The company is best known for its Ham Gift Certificates, Turkey Gift Certificates and Grocery Gift Cards.
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Just Say Thank You. (Period)

Posted on June 30, 2009 by | Leave a comment

How do cutting out reward and recognition programs undercut your company?  For the answer, just look at this  study from the Incentive Marketing Association.

In its white paper “The Time for Employee Recognition and Reward Programs Is Now,” the group says  rewards and recognition provide the kind of engagement that create success for companies during tough times.

According to the report: “Creating and maintaining a climate of employee appreciation can make the difference – and it doesn’t always need a large budget. In fact, it can be one of the most effective moves an employer can take. Companies of all sizes need to make a conscious commitment to keep their recognition if they want to keep their employees engaged and productive.”

Some key findings from the report:

  • Companies with recognition and reward programs outperform competitors.
  • Recognition and reward programs are ROI compatible.
  • Customer satisfaction, loyalty and profitability are tied to recognition.

Another interesting survey that’s from a collaboration between the International Association of Administrative Professionals and OfficeTeam, the admin staffing division of global giant Robert Half International, shows the power of a pat on the back. While supervisors surveyed rated job promotions and cash as the two most valued forms of recognition to administrative professionals, support staff favored a simple thank-you and having their accomplishments passed on to senior management.  That’s “Thank You Power” in action.  It’s free or inexpensive, it’s meaningful and it’s powerful.

Also, two out of three (66%) administrative employees said they would probably leave their jobs if they did not feel appreciated by their manager, while seven out of 10 (70%) admitted the company’s recognition program would factor into their decision to accept a job with a potential employer.

“While financial rewards should not be overlooked, the research shows there are other ways to effectively recognize someone’s commitment and dedication,” says Robert Hosking, executive director of OfficeTeam. “Administrative professionals are working harder than ever, but their accomplishments usually occur behind the scenes. Therefore, praise from supervisors or a colleague that is specific, immediate and genuine can go a long way toward keeping these employees motivated and loyal.”

gThankYou® Certificates of Gratitude™, when given for employee recognition and rewards, are a way  savvy companies say “Thank You” to employees.  gThankYou, LLC is based in Madison, Wisconsin.  The company is best known for its Ham Gift Certificates, Turkey Gift Certificates and Grocery Gift Cards.

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How do you measure “Thank You”?

Posted on June 10, 2009 by | Leave a comment

How do you go about measuring the impact of your company’s Thank You program? Finding that 42 percent of companies that spend millions on these programs don’t know how well they work, the folks at  Globoforce have put some thought behind it.

In its recently released white paper, “Measuring Recognition: (How to Build the Business Case for Strategic Recognition in a Recession,” Globoforce advises businesses take these  steps to measure the success of “strategic recognition” programs”:

  1. Decide how you’ll measure success before the program launches. Effective metrics should be based on factors including costs versus outcomes, gains in productivity and performance, and company values and strategic objectives. Stay away from simply counting the number of rewards given, which measures just that.
  2. Next, set up a performance baseline for recognition. This gauges how the program impacts employee morale, productivity and performance against former and future Thank You programs.
  3. Use employee surveys and the program itself to measure results regularly and consistently. This ensures that the program remains on target.
  4. Look for trends in analyzing results. This analysis can uncover valuable information about who is using the program best, and who isn’t.
  5. Share meaningful results with employees, managers and executives. Tailor the message to each audience, reporting relevant information to each group.

Engagement today is critical. Measuring the success of Thank You programs aimed at engagement just makes sense. Explains Globoforce’s Head of Global Strategy Derek Irvine, “When executed properly, strategic recognition holds the power to increase motivation, enhance engagement levels and drive bottom line results through improved productivity levels. With critical outcomes like this on the line, it serves all companies well to make a thorough assessment of how their programs are functioning and make necessary adjustments to maximize the return they get on this investment. In the end, it will benefit employees and management, and impact company performance.”

That’s powerful stuff, when done well.

gThankYou® Certificates of Gratitude™, when given as employee gifts, are a way  savvy Human Resource Executives help their company’s say “Thank You” to colleagues.  gThankYou, LLC is based in Madison, Wisconsin.  The company is best known for its Ham Gift Certificates, Turkey Gift Certificates and Grocery Gift Cards.
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Savvy HR Manager – Thank You, Now More Than Ever

Posted on May 26, 2009 by | 2 Comments

HR managers are often the keepers of corporate culture.  They’re the ones who encourage senior leaders by saying, “Maybe it’s time we…”

Now, more than ever, it’s time to say “thank you” to employees, particularly high performers and high potentials.

Robert Half recently published a survey by Robert Half International with some very telling news about how critical it is to express Thank You in corporate environments today.Thank-You Note

The poll of 150 senior executives from the nation’s 1,000 largest companies reveals the two leading reasons top performers leave their jobs.  First,  they’re, unhappy with management; second, the see  limited advancement opportunities. Retaining top talent is a major concern, particularly in today’s challenging economic climate.  Savvy human resources managers can must ensure senior leaders are generously leveraging value of Thank You.

Explains Max Messmer, chairman and CEO of Robert Half International and author of Human Resources Kit for Dummies, “Employees want to see their efforts rewarded and acknowledged. If offering a promotion isn’t an option right now, managers can reward employees consider providing employees with professional development opportunities and the flexibility to pursue projects that will help them expand their skill sets.”

Knowing how to say thank you to employees is now the most important tool in the HR managers’ tool kit. Elaine Varelas, managing partner of Boston career management firm Keystone Partners, writes that giving thanks to employees need not wait for a special occasion or an annual performance review, “HR managers can help make employee recognition a part of the culture.” Start, Varelas suggests, by having a conversation with the company’s leadership team and obtaining buy-in for the gratitude concept. Then, establish formal recognition policies while stressing the importance of providing positive feedback in the context of a specific “Thanks” for a job well done.

Don’t take employees for granted during a recession, urge management consultants Don Lowman and Julie Gebauer of global professional services firm Towers Perrin and authors of Closing the Engagement Gap, reminding that employees now expect companies and leaders to make decisions that are “thoughtful, balanced and fair.”

Says Lowman, “Your best people are always going to be in demand. Make sure they know that they are in demand where they are now!” “My strong advice to you is to pay attention to them now, let them know how much you appreciate them and reinforce how committed you are to their careers. Your smart competitors will see the current environment as an opportunity to build their talent bench and/or upgrade their staff at a lower price than might have been the case a few months ago.”

Well said; gThankyou.

gThankYou® Ham Gift Certificates, Turkey Gift Certificates, and Grocery Gift Certificates are its best known products.

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