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rewarding staff knowledge
becomes an expectation, whereas “If someone takes a big decision at work
a verbal ‘thank you’, or someone and they feel anxious, but then they get
taking time out to show apprecia- positive feedback, it also helps solidify
tion for good work, really goes a learning. It can be used as a tool to help
long way.” people develop and it lifts the feel and mood
Thanking someone strengthens of the workplace,” says Turnbull.
relationships and helps confirm that Hoda Lacey, owner of Hoda Lacey
what someone has done is right. While Consulting, believes it is important not to
emails, clapping at team meetings and single out one individual over another, but
other forms of gratitude can be employed, rather focus on the whole team. “Praise
they cannot be substituted for face-to-face needs to be used as carefully as criticism.
interaction, says Dominic Turnbull, “Nothing is more powerful than two You’ve got to make sure that it comes across
managing director of executive coaching human beings having direct personal as sincere. Also, be careful that it’s not seen
company The McLane Group. contact. You can’t replace one person looking to be used for favouritism. Praise everyone
He believes staff are more engaged through into another person’s eye and saying ‘I for something,” she advises.
positive feedback, rather than pay structures appreciate what you have just done,’ or However, saying “thank you” isn’t the
or performance management systems. ‘thank you for being in my team’. only free way to appreciate an employee.
Showing you care can include involving staff
Case studies How three agencies deal with their staff
in decisions. Research shows that one of
the things that turns off staff is not being
Chris Bailey, It’s the little things that help – remembering allowed to influence things.
managing director someone’s birthday or the occasional bunch of “Staff should be given a bit of leeway to
of Bailey’s Travel flowers. It’s saying “we’ve done a good book- get involved in decision making,” confirms
(Worldchoice member) ing, so let’s all go out for a pizza”. It’s also Steve Preston.
We don’t operate the idea about just saying “thank you” when somebody He suggests coaching and mentoring as
of targets and incentives. does something and it doesn’t have to be ex- another option. Without spending money
I take the view that staff turn up at the door travagant. on specific training, a few hours each
because they want to do the job, so I create an Similarly, make sure you don’t operate a month can be spent mentoring a member
environment where people feel appreciated all blame culture either. I also never consider that of staff. This makes the employee feel
the time and not just on special occasions. anyone works for me – we all work together. valued and will encourage them to strive
harder, he says.
Gemma Antrobus, they work, and the more they pull together as
managing director a team, the more they earn.
TIPS: HOW TO REWARD
of Haslemere Travel I make sure I chat with everyone on an
(Advantage member) informal manner. I always say “well done”
■ Be timely. Make sure you show appreciation as soon as
possible for the action you are praising. It’s important
The whole issue of staff or “fantastic”, whether it’s a £100 or £1,000
that praise for a specific achievement is at or near the
incentives and bonuses is booking.
event
quite contentious in the industry. It was thrown Team morale is important. If they are
out to my staff – asking them how they wanted confident, that comes across to our clients. It’s
■ Be public. Giving appreciation works best when done in
to work – but they rejected it. I don’t want important for them to enjoy their job. Saying
a public way in meetings, in front of team members
and especially in front of management.
people to poach business from each other. We “well done” to someone in front of their peers
have an annual profit share and the harder or “thank you” face-to-face is encouraging.
■ Be genuine. It’s important your actions are seen to be
honest, rather than just going through the motions.
Andy Rowdon, speaking to staff and encouraging them.
■ Be strong and direct. Make sure you are articulate
in what you want to acknowledge, and take care to
director of Kitts Travel We also hold staff meetings every other
repeat the comment in a different way if the employee
(Aito member) month and if there is a particular incident that
deflects the acknowledgement.
A “thank you” and maybe warrants a member of staff being congratu-
a small token is a fantastic lated, we do that in front of everyone.
■ Be specific. To see similar behaviour again, you need to
way to show you care. Every now and then, if staff do well, we buy
let the employee know exactly what you are appreciating
and describe the impact they had on you.
You don’t need to give staff huge bonuses. them a bottle of wine or flowers. That goes
In general, we are all quick to criticise when down well. It’s not money in their pockets but
■ Be alert. Encourage staff to go the extra mile by
things don’t go right, but it’s necessary to it is showing acknowledgement. The fact that I
catching them doing things right. It doesn’t have to
praise staff when they have done a great have a member of staff that has worked with
be something earth-shattering, you could just be
booking, for example. It’s a good way of me for more than 11 years says it all.
spotting good customer service.
24.04.2009 33
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