Score 2017 Issue 2 | Page 31

All of our strategies, visions and
corporate goals are only as good as
the execution of those plans, and execu-
tion ultimately comes down to frontline
people doing things.
truly grateful. Remember how sincere and heartfelt your appre-
ciation was toward that person? Can you remember the last time
you showed that level of appreciation to an employee or group of
employees in your organization?
The need to be appreciated is one of the strongest needs of
all. When employees work hard all day, doing the real work of
the company, being treated with honor isn’t too much to ask.
Asking me to clock in and clock out says something about how
you feel about my honor. Giving keys for the supply cabinet
only to managers and above says something about how you feel
about my honor. Having a lavish holiday party for the executive
team while giving me a $2 tree ornament says something about
how you feel about my contributions. Walking by the reception
desk, the loading dock or the stockroom without acknowledging
employees, taking a moment to see how things are going or just
saying thanks, are all behaviors that tell employees what manage-
ment really thinks. Is it any wonder that turnover in frontline
positions is so ridiculously high?
When my wife and I were both working, we had a house-
keeper, Val, who cleaned our house once a week. She was truly
an excellent housekeeper and would clean even the hardest to
reach areas. Debbie (my wife) sincerely appreciated the extra
effort and would always show her appreciation. My wife and Val
became good friends. One time Val mentioned that, although she
cleaned a lot of houses, Debbie was the only one who appreciated
those extra touches and actually showed appreciation. What is
important to note is that Debbie didn’t say thank you to get
Val to do the extras. Debbie thanked Val because she did the
extras. Val, however, said that she wanted to do more because of
the appreciation. It was simply a sincere cycle of performance
and appreciation. Saying thank you to people who work hard is
simply the right thing to do. And usually when we do the right
thing, we get the right thing in return. Not always, but usually.
You know who the frontline employees are in your own
organization. I challenge you to take a hard look at the level of
appreciation that you show to those frontline employees. Do they
know that you appreciate them? How do they know that you
appreciate them? S
DENNIS SNOW is the president of Snow & Associates Inc.
Dennis worked with the Walt Disney World Co. for 20 years
and now consults with organizations around the world, helping
them achieve their customer service goals. He is the author of
“Unleashing Excellence: The Complete Guide to Ultimate Customer
Service” and “Lessons From the Mouse: A Guide for Applying
Disney World’s Secrets of Success to Your Organization, Your
Career, and Your Life.” You can reach Dennis at 407-294-1855 or
visit his website at www.snowassociates.com.
Service, solutions and expertise.
The main ingredients in food safety.
29
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