Tag: recognition & appreciation

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Engagement

Engaging in Work and Life: How to “Live Fully”

For World Suicide Prevention Day on September 10th, employee engagement thought leader David Zinger advocates helping “all employees live fully at work – with a full life and a life full of meaning and mattering. We need to recognize when employees are struggling and what we can do to help.” His message is timely given recent public attention on mental health issues and suicidal behavior, and it has important meaning for everyone inside and outside the workplace.

David describes “living fully” as the opposite of suicide:

To live fully is to have a full life in years while putting fullness into each day. It embraces and acknowledges life’s joys and suffering, both our own and others, letting in compassion and support. Living fully is about living for both us and for others. Living fully at work is more about work/life integration than trying to find an ideal state of balance. Living fully at work is the new meaningful employee recognition when we are attuned to others in our work community and we recognize and connect with them during progress, celebration, setback, struggle, and loss.

He also suggests how to apply “living fully” at work:

  1. Accept each day as an invitation to live fully.
  2. Be mindful of moments and in touch with all your fluctuating emotions.
  3. Engage with both your work and the people you work with.
  4. Acknowledge impermanence – know that even negative experiences will change over time.
  5. Move beyond isolation from others by making connection and contribution.
  6. Flourish at work with positive emotions, engagement, relationships, meaning, accomplishment, and strengths.
  7. Open your head, heart, and hands to your coworkers.
  8. Transform the ritual question of “how are you today?” into an authentic curiosity and really listen and respond to what the other person says.
  9. Face fears and create safety at work by caring for others and caring about what they are trying to achieve in their life.
  10. Know that small is big, by taking small steps day after day you will make a huge difference in your life or the life of someone else.

I love David’s suggestion to “entertain a playful serenity with this modified serenity prayer”:

“God grant me the laughter to see the past with perspective, face the future with hope, and celebrate today without taking myself too seriously.”

[Note: the above content is excerpted with permission from David Zinger’s post: How to Live Fully at Work: The New Employee Recognition.]

Thank you, David!

 

Categories
Engagement

Celebrate Service – It’s National Volunteer Week!

While engaging and caring for volunteers is an ongoing activity, National Volunteer Week (April 6-12, 2014) is an important reminder to celebrate volunteers and their impact. This week provides an opportunity to honor “the enduring importance of recognizing our country’s volunteers for their vital contributions” and “their collective power to make a difference.”

It’s also an opportunity for me to share a glimpse into what Lehigh University’s Alumni Association (LUAA) does for volunteer recognition. Lehigh is my alma mater, and I served on the Alumni Association Board many years ago. I asked Lori Kennedy, former director of alumni volunteer engagement and current director of Lehigh’s career services, about the Alumni Association’s volunteer recognition. She explained that National Volunteer Week is “part of our five point recognition plan [to] recognize our volunteers very thoughtfully throughout the year.” LUAA’s calendar of volunteer recognition efforts include:

  • August – volunteers receive a copy of the Alumni Association’s annual impact report
  • November – volunteers receive a thanksgiving “thank you” card
  • December – volunteers receive a holiday card
  • April – recognition e-mail for national volunteer week
  • Throughout the year – each volunteer receives a personal birthday card signed by Bob Wolfenden, head of Lehigh Alumni Relations.

Volunteer recognition isn’t limited to these activities, as alumni volunteers receive additional recognition from the Association’s program managers throughout the year. From my own and others’ experience, I know that Alumni Association staff members (current and retired) build great relationships with alumni volunteers and leaders. Here’s one example that Lori shared with me.

“Monica Timar, LUAA associate director, worked with a volunteer who moved to Florida. The volunteer shared with Monica how much she enjoyed fall and the leaves on campus. One fall, Monica went outside and filled a box with leaves and sent the box to the volunteer in Florida!  A great example of a personal and meaningful way to recognize a volunteer.”

Way to go, Monica! She understands that volunteer engagement is all about creating and maintaining meaningful relationships. Without that relationship, any volunteer recognition is token at best.

 

Categories
Engagement

What’s So Special About March 1st?

Besides that we’re inching closer to spring, March 1st is World Compliment Day!

Here’s why I advocate this little known holiday:

“The initiative, in contrast to Valentine’s Day, Secretaries’ Day, and Mother and Father’s Days, is not commercially oriented, so everyone can afford to participate. ‘World Compliment Day’ simply addresses the basic human need for recognition and appreciation. Nobody wins commercially, but everybody gains emotionally. And therein lies its power.”

It’s also easy to participate. The World Compliment Day website features a “Create Award” link to a simple award form template. In just a few minutes you can complete and email or print & deliver the award form to the people you want to recognize.

Regarding employees, colleagues, customers, suppliers, volunteers, donors, friends, family members: acknowledging and affirming people’s value is critical to their engagement.

Who is deserving of your recognition this week?

 

Categories
Customer service Engagement Featured Post

How to Engage Employees in Customer Care

When it comes to getting employees involved with customer satisfaction and retention, it’s not as difficult as some managers believe. Smart employees, including those who don’t have direct customer contact, have a vested interested in customer care. They get the reality that no customers = no business, and no business = no jobs.

Here are four critical keys to effectively engage employees in improving customer care.

Key #1. Solicit customer feedback from your employees. In staff meetings or in anonymous written form, ask employees to share what they hear from customers. You can use fill-in-the-blank type questions such as:

  • When asked what they like best about our company, our customers typically tell me …
  • When asked for ideas on how we can improve our products/service, customers tell me …
  • Recently, I heard about a customer’s (positive or negative) experience with our company. This is what the customer told me …
  • When people hear I work for this company, their typical response is …

Employees, especially those on the front line, have their ears to the market and need a safe outlet to communicate what they hear upward in the company. Their qualitative feedback is also valuable in alerting you to any changes in public perceptions about your brand.

Key #2. Solicit employee ideas on how to better serve your customers.  I once worked for a bank that received low customer satisfaction scores. Management responded by calling a meeting to share the results and then proceeded to berate the branch managers for the poor scores. And the bank wondered why their quarterly numbers didn’t improve while employee morale also declined! Yes, there were operational issues, but management didn’t want to hear about them. How much better it would have been for everyone if bank management had taken the time to ask branch team members some basic questions:

  • What gets in the way of your being able to provide quality service to our customers?
  • What can we reasonably do, given our resources, to overcome these obstacles?
  • In what ways can we better serve our customers?

Key #3.  Seek to strengthen workplace engagement from the inside out. Internal customer service drives external customer service. That’s why it’s important to engage the behind-the-scenes support staff who serve their fellow employees (i.e., “internal customers”). Encourage employees to work together to improve internal service and systems.

Key #4. Recognize your employees’ efforts in improving customer care. Acknowledge and reinforce employee engagement in improving customer satisfaction and retention in whatever way works best  in your organization.  And don’t forget to celebrate your success. (Not sure what to do here? Ask your employees.)

CAUTION: Employees feel respected when management asks for their input and listens to them. Nothing will shut down communication and trust faster than when employees see managers as just going through the motions to engage them. That’s why I advise you to proceed ONLY if you are serious about responding to your employees’ input and ideas. You’re not expected to implement every single employee idea you receive, but you are expected to explain which are feasible and which are not. Otherwise, you can forget about passing go and forget about collecting $200, as they say in Monopoly. Most definitely, you can forget about employee and customer engagement!

 

Categories
Customer service Engagement

Close Encounters of the Thanksgiving Kind

It’s common practice for people to take time this holiday to give thanks for all they have … and for all that they don’t have (such as challenging circumstances in health and well-being). I’m all for expressing sincere gratitude, even if it’s just done once a year. I just wish gratitude was given more frequently – especially when it comes to thanking other people.

A friend of mine shared her recent experience with a Salvation Army volunteer, a man she recognized as the volunteer bell-ringer at the same store the year before. As she put money into the red kettle and received his thanks, she smiled and thanked him for his commitment to helping the Salvation Army. He also recognized her and told her she was one of the few who took the time to make eye contact and speak with him.

Another friend, who’s slightly disabled, described how she always thanks people who help her: “They are lovely in all the stores I go to and always help with opening doors for me or reaching an item on a high shelf or asking how I am if I haven’t been in for awhile. Some of them I know for years. There were a few in the market who weren’t polite, but I kept saying hello and now they are lovely! It goes beyond what they have to do so I am writing thank-you notes for a few of the stores to let them know I appreciate the service and their help.”

Gratitude is a powerful form of acknowledgment.

It’s also more important than ever, according to author and entrepreneur  Bill Taylor in a recent HBR blog post:

“At a time of vast and troubling uncertainty, in a world that is being reshaped by technology, small acts of connection take on outsized importance. It’s strange to think that a winning smile from a cashier or a flight attendant, or a nod of recognition from an employee who has seen you three times that week, might matter to the person receiving it — or to the person doing it. But I believe it does matter, both in terms of creating better human experiences and building more valuable organizations.”

Thank you, Bill, for articulating and sharing this vital message. And special thanks to YOU for taking the time to read this post.

 

Categories
Customer service Engagement Marketing

Celebrate National Customer Service Week: “United Through Service”

Customers. Every business needs them. Every business loves them … or tries to love them. Let’s be honest, from the customer’s perspective, some companies aren’t as customer-focused as they purport to be.

In recognition of all employees who strive to provide positive customer experiences, we honor National Customer Service Week. And I see it applying to ALL employees involved in customer service  – those engaged in workplace cultures where customers are truly valued plus those who manage to successfully serve customers despite a culture where customer-focus is just lip service.

This special week-long observance was initiated by the Institute of Customer Service Association (ICSA) nearly 30 years ago to raise awareness of the importance of customer service and acknowledge those who provide it. “United through Service.” is this year’s theme that reflects the special bonding between customers and companies. It provides a wonderful opportunity to engage employees with appreciation, team-building, morale-boosting and fun activities.

And it’s not too late to observe National Customer Service Week:

  • Employers – acknowledge everyone in your organization who does a great job taking care of customers.
  • Employees – acknowledge co-workers who do a great job taking care of you and fellow employees as internal customers.
  • Customers – acknowledge those employees who take do a great job of taking care of you; i.e, in addition to continuing to do business with them, let them know you appreciate their efforts.

Regardless of your status with an organization, you can be creative with your acknowledgment, but you don’t need to be extravagant about it. A simple and sincere “thank you for all you do” is a great way to show your appreciation … this week and all year long.

 

Categories
Customer service Engagement

Professional Associations: Where is Your Focus on Member Recognition and Engagement?

In a recent presentation I gave on “Marketing Tools of Engagement for Associations,” the topic of CRM (customer relationship management) came up. It’s not unusual for associations to experience problems with CRM systems based on limited resources or access to updated software. Another complication stems from organizational silos where different departments work with different data bases that they protect with a strong sense of proprietary ownership. Whatever the situation with CRM software, understand that it affects member engagement.

PASAE photo
PASAE photo

So the real issue is whether the association is member-focused or systems-focused. Here’s an example of the latter type. I recently spoke with several business owners and executives who are long-term members of a professional association. They were quite proud of their history of membership involvement and lamented how member recognition has fallen through the cracks. One 25+ year member shared finding a special 15th anniversary certificate in the office files, the last such recognition sent by the association. Another member actually called her association to ask how it missed acknowledging her 30th year anniversary and was sent a certificate in response to her call. With member engagement a hot topic these days, you’d think an association would want to recognize such members as part of its membership retention efforts.

Sadly, I learned the association is unable to effectively recognize long-term members due to its membership data base. It relies on the member’s inception date, and the association’s problem with the system is that a person could have joined 15 years ago, but might technically have only been a member for 12 years because the person dropped out for a few years and then rejoined. As a result, long-term members are not routinely recognized; however, the association will send an anniversary certificate if a member asks.

This organization has decided to forgo the opportunity to acknowledge and reinforce long-term members, because it might recognize some folks who don’t deserve it. It’s clearly a “systems-focused” rather than a “member-focused” association, and any declines in membership are blamed on the economy.

Member retention by inertia is NOT an effective member engagement strategy!

Here are several short- and long-term suggestions for becoming more member-focused:

  • “Silent gratitude isn’t much use to anyone.” – G.B. Stern. Don’t make members “request” recognition – this really isn’t recognition at all, just “proof.” It’s also irritating to members if they have to prompt their association to recognize it. If the system is bad, fix the system or find ways to work around it. For example, randomly pick a date and recognize everyone who is a member on that date – even if that person hasn’t consistently been a member for five, ten or 20+ years, it’s likely s/he will appreciate the recognition.
  • Take a critical look at your membership retention numbers. Most turnover occurs in the first few years of membership – is this the situation in your association? Can you segment turnover by length of membership to see where any other drop-off occurs?
  • Seriously discuss how important members are to your association. In addition to being able to answer what “member value” you provide, also consider the value that members bring you in terms of brand strength and revenue.
  • Make member engagement – all activities encompassing the member life cycle from recruitment to retention – a strategic and intentional focus of your association. It should be an ongoing agenda item in your staff meetings, board meetings, and strategic planning sessions.
Categories
Engagement Marketing

Favorite Quotes on the Employee Engagement and Brand Connection

It’s a fairly simple equation – as hotelier Bill Marriott once said, “Take care of your employees and they’ll take care of your customers.”

Here are more of my favorite quotes about the employee engagement and brand connection:

“More than any other communications medium, employees can breathe life, vitality, and personality into the brand.”  Leonard L. Berry and A. Parasuraman, Marketing Services

“Brands are built from within … [they] have very little to do with promises made through advertising. They’re all about promises met by employees.”  Ian Buckingham

“The only reason your business is successful is because every interaction between employees and customers is positive. This only happens when employees are treated super well.”  Ann Rhoades

“Happiness in the workplace is a strategic advantage. Service comes from the heart, and people who feel cared for will care more.”  Hal G. Rosenbluth, The Customer Comes Second

“Over time, as we focused more and more on our culture, we ultimately came to the realization that a company’s culture and a company’s brand are really just two sides of the same coin. The brand is just a lagging indicator of a company’s culture.”  Tony Hsieh, Delivering Happiness: A Path to Profits, Passion, and Purpose

“If you begin your branding process by declaring an ‘aspirational brand’ without aligning it with the reality of employees’ daily work experience, you are in danger of writing a check your culture can’t cash.”  Leigh Branham and Mark Hirschfeld, Re-Engage

Whose words of inspiration on employee engagement and the brand do you like?
I welcome your favorite quotes on this topic.

Categories
Engagement

Caring for Volunteers

In honor of National Volunteer Week, this post is dedicated to all volunteers who dedicate themselves to the nonprofit causes they care about.

How do nonprofits demonstrate care for the people who voluntarily serve them? Smart leaders know that effectively managing volunteers takes more than a “recruit ‘em & recognize ‘em” approach. Their organizations are intentional and proactive in engaging, developing and retaining volunteer talent.

For nonprofit professionals and volunteers new to volunteer engagement and management, here are some guidelines to help you create a strong volunteer experience.

1. Learn about your volunteers: who they are, their interest in serving your organization, and their expectations as volunteers. Ask them:

  • What about this organization appealed to you to get you involved?
  • What do you expect to give and get from your volunteer involvement?
  • Would you recommend this organization to other volunteers?

Also consider exit interviews with volunteers who leave your organization – whether through rotating volunteer service, term limits, burn-out, or other reason – to learn more about the volunteer experience.

2. Clarify and clearly communicate what your organization expects from its volunteers and what they can expect from you. Be honest about the time commitment and effort involved.

3. Provide the necessary tools and information volunteers need to best serve your nonprofit. This includes orientation and training, your mission-focused strategy and plans, program overviews and updates, etc. Also consider how operational or policy changes may impact volunteer efforts, and communicate any changes and the rationale behind them in a timely manner.

4. Recognize and acknowledge your volunteers’ value. While National Volunteer Week provides an opportunity to celebrate volunteers, it’s important to let volunteers know they’re appreciated throughout the year.

5. Proactively listen to your volunteers – ask for their feedback and ideas – and respond appropriately.

Volunteers are precious resources. Treat them carefully and with the respect they deserve.

 

Categories
Engagement Marketing Training & Development

“Share of Mind, Share of Heart” Award News

[Update: I’m proud to report that my book is the winner of the Small Business Book Award in the Marketing category!]

I just learned that my new book, Share of Mind, Share of Heart: Marketing Tools of Engagement for Nonprofits, is nominated for a 2013 Small Business Book Award, and I’m truly honored. This special recognition means greater awareness of the book and its reach among nonprofit leaders, staff members, and volunteers.

Now in its fifth year, the Small Business Book Awards celebrate the best business books that entrepreneurs, small business owners, CEOs, managers and their staffs should read. The Awards are produced by Small Business Trends, an online publication, which along with its sister sites, serves over 5,000,000 small business owners, stakeholders and entrepreneurs annually. Small Business Trends has published reviews of small business books, including Share of Mind, Share of Heart. 

“Today’s business owners are hungry for information and insights to help them run a successful business. Also, they use books as a way to grow and develop their employees and management teams. The Small Business Book Awards are a way to acknowledge the books that small business owners and entrepreneurs appreciated over the past year,” said Ivana Taylor, Book Editor at Small Business Trends.

Please share and vote …

These awards offer a unique online opportunity for people to show their support for and vote on their favorite business books. Please vote for Share of Mind, Share of Heart for the Small Business Book Award and encourage your colleagues, co-workers, friends, and family to do the same. You can vote once a day now through March 26th. Together we can help more nonprofits achieve success with this book. Thank you!