These are 2 of the most powerful words in the English language — they are equally powerful in any language. They express our gratefulness for the benefits we have received, either in personal or business relationships.

This past weekend was Thanksgiving here in Canada so I wanted to share a thanksgiving story about one of my clients — PRO-TAX, headquartered in Charlottesville Virginia.

I have had the privilege to work with this organization since 2008 and they have consistently demonstrated their values and commitment to delivering an exceptional customer experience. And they are working every day to improve and make it better.

This story occurred after a recent trip to their corporate offices to conduct customer research. We spent time talking with customers to better understand their emotional and business needs.

When I returned home I received a hand written Thank You note from the President.

How often do you receive a Thank You note from your clients?

I often speak about the power of a Thank You, but usually when referring to thanking our customer/clients for their business or employees for their efforts.

What a remarkable example of truly living your values.

Thanks to the great group of folks at PRO-TAX for reminding us that we should be thanking all the people in our lives who enrich and add value — not just the ones who pay us money.

My Perspective: Who has contributed to your business or personal life that you haven’t thanked recently. Make a point to do so this week.

Plus, I want to offer my thanks to everyone who has contributed to making this past year so great. Whether as clients, colleagues, readers, contributors or the many bright and engaged people I have had the privilege to meet — thank you for making my life richer.

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Bill is recognized as the Performance Excelerator™ because of his uncanny ability to create profound change and deliver extraordinary results with the most demanding organizations.

For additional information please visit www.billhogg.ca or email: bill [at] billhogg [dot] ca

Another successful technique for providing recognition doesn’t require talking—that’s right, you can provide positive feedback to anyone without saying a word. The only requirement is you have to see them demonstrating the desired behaviour.

If you have followed some of my previous advice and make recognition an ongoing part of your team culture, this technique will fit in extremely well. You begin by deciding as a team on a symbol to use as a positive cue — a sign you can make to anyone that says, “Well Done!”

We are all familiar with “thumbs up” or “OK” circle; universal signals for positive communication.
I once heard about a team that decided that when they saw positive behaviours demonstrated they would give each other the finger — a raised index finger for “We’re #1″.

A hand signal does not take the place of verbal or written feedback, but it is a useful addition to one’s toolkit for identifying and acknowledging value added activities.

An obvious benefit is that you can do this across a room and no one else even knows what you are doing — something unique to your team or organization. Your own secret sauce!

I know that these tactics seems too simple — but it is inexpensive, personal, relevant, factual, repeatable — and it works.

Employees want to be acknowledged, to know that the company is aware of their contribution or even more important — their efforts to overcome the limitations of their equipment, unforeseen problems, outdated systems and processes are noticed and appreciated.

People don’t leave companies — they leave Managers. Two of the biggest reasons are; Managers who doesn’t know how to recognize people effectively, and having to work around poor performing co-workers, bad systems and other problems and not being appreciated and acknowledged.

When your feedback describes what they did and what they had to overcome, you defeat the negative and create a positive, supportive, high performance culture where everyone is working to improve, and where adding value gets noticed.

Try this technique and I guarantee employee engagement will go up and surveys will have positive responses about management and supervision. In addition, turn-over and absenteeism will go down and performance and productivity will go up.

Sign-up for my Monthly Newsletter to have 1 article with tools & techniques for excelerating high-performance cultures delivered to your inbox each month.

Bill is recognized as the Performance Excelerator™ because of his uncanny ability to create profound change and deliver extraordinary results with the most demanding organizations.

For additional information please visit www.billhogg.ca or email: bill [at] billhogg [dot] ca

I must admit, I am uncomfortable when someone compliments me about my work. Of course I want people to be happy about my behaviour (performance) and I want positive feedback versus the alternative, but for me, I am uncomfortable responding to praise, or compliments. I’d like to hear something specific about my work rather than some generic comment about me.

For example I prefer: “That was a great idea you proposed for ……” versus “Your idea was brilliant. You’re very creative.”  (Okay, I like that too, but I prefer the former).

You’re probably thinking I am over analyzing and I should take all the positives I can get and shut up. Probably good advice, but I can’t change my emotional response to flattery, praise, or compliments — they make me a bit uncomfortable.

I prefer a positive comment about the specific behaviour and its effect. Nobody has to add anything personal or gushy to make me feel good. The behaviour speaks for itself.

For instance: “That comparison you used in the first paragraph really helps the reader understand your point.”  Instead of: “You’re a great writer—so eloquent.”

Describing the behaviour and the effect is a particularly good approach if you are just starting to provide positive recognition for behaviours.

It also works with someone you may not have a good relationship with. Anything you say to that individual is going to be hesitantly received — they are sensitized to every phrase, gesture, tone, and inflection. If you have a real good relationship with someone, then you have larger margin for error.

Some other examples of positive feedback include:

• When you apologized for the inconvenience to the customer who had to wait in line and thanked them for their patience, which really demonstrated our principle of empathy.
• That recommendation you made really demonstrated your knowledge about that aspect of the business. It will really save us time.
• Your PowerPoint created a buzz after the meeting. The senior team said your presentation made it easy for them to understand the issue and take action.
• I noticed that your email was sent late last night. I appreciate your commitment and know I can count on the project to be delivered on schedule.

Stay away from describing the person and focus on describing the valued-added behaviour and its effect
After you have laid the groundwork based on what they did and what effect it had, then you can add personal appreciation.

You can then start you comments with “I appreciated you taking the time to….” You have now added a personal touch based on creating a positive relationship of recognition.

Employees want to be acknowledged, to know that the company is aware of their contribution or even more important — their efforts to overcome the limitations of their equipment, unforeseen problems, outdated systems and processes are noticed and appreciated.

People don’t leave companies — they leave Managers. Two of the biggest reasons are; Managers who doesn’t know how to recognize people effectively, and having to work around poor performing co-workers, bad systems and other problems and not being appreciated and acknowledged.

When your feedback describes what they did and what they had to overcome, you defuse any pent up frustration and create a positive, supportive, high performance culture where everyone is working to improve, and where adding value gets noticed.

Try this technique and I guarantee employee engagement will go up and surveys will have positive responses about management and supervision. In addition, turn-over and absenteeism will go down and performance and productivity will go up.

Sign-up for my Monthly Newsletter to have 1 article with tools & techniques for excelerating high-performance cultures delivered to your inbox each month.

Bill is recognized as the Performance Excelerator™ because of his uncanny ability to create profound change and deliver extraordinary results with the most demanding organizations.

For additional information please visit www.billhogg.ca or email: bill [at] billhogg [dot] ca