Increasing Employee Unity

I recently caught a client doing a great job.

Prior to each monthly, one-hour staff meeting, he has been asking employees to read & reflect on a short article that he sends along in advance, typically on customer service.

That is good, but his next step was exceptional:

He sent out a survey with this statement: “Name two individuals that have excelled in customer service or teamwork over the last month. They will be included in summary notes.”

Wow! Did he get results!

A few comments came back that were good:

(Name): You are fitting in great.

(Name): Always very friendly to clients & coworkers.

But he received a few comments that were terrific:

(Name): I have noticed that (Name) is excellent with her phone skills. She is great with clients that are upset, etc. She is one of the best in dealing with our difficult clients!

(Name): Great with client checkout at closing. Made the client feel welcome even after closing time.

This type of feedback is fantastic. When highlighted at a staff meeting, it provides direction re: important themes within the organization, & provides specific positive reinforcement in a group setting.

This sort of material can also be used as a teaching tool with individual employees in a private feedback or review session.

Nice work, Jeff!