Early in my career, a regional sales manager took the time to pen a glowing letter of praise, not only to my boss, but to me as well, commending the work I had done with a key account. His expressions of gratitude and prediction of a bright future within the company were echoed by the sentiments of my boss. In a heartfelt thank-you letter of his own, my boss emphasized how fortunate he and the company were to have me on the team. The joy I felt during those days made me realize the profound impact of recognition on both individuals and workplace culture. This experience laid the foundation for my unwavering commitment to recognizing excellence in others, a pursuit that has become integral to my professional journey.
To my surprise, superior performance often goes unacknowledged by bosses, company owners, or CEOs, even when brought to their attention. Having crafted hundreds of letters and emails as well as direct phone calls, I discovered in personal follow-up conversations and communications with many of the deserving individuals I bragged about that my accolades were the lone ones received. And that’s a darn shame!
Unveiling the Silent Heroes: A Call for Acknowledgement
Why am I so adamant about the importance of this recognition?
First, I want employees to feel good about themselves and to understand the importance of the work they do and the positive impact they have on others. This may be the first time they’ve ever received encouraging feedback. In fact, judging from many of the reactions I receive when insisting on speaking with a company principal, employees typically appear petrified, fearing that they’ve done something wrong. If our goal is to inspire repeat, exemplary performances, we must continually be on the lookout for it and quickly acknowledge when it occurs.
Second, I want business owners and executives to know about the well-deserving individuals in their companies who warrant special recognition for their contributions and the positive, lasting impression they have on customers.
Third, as a marketer, customer experience is often the lone means by which to separate ourselves from look-a-like products, services, and competitors. Recognition for superlative performance isn’t just the right thing to do, if we wish to encourage such behavior, then we have a moral responsibility to not allow it to go unnoticed. If that means waiting to speak with a boss or owner, whether in person or over the phone, providing we can spare the time, we should absolutely do so. If not, then we should share our experience and relay our accolades in a written communication.
At a time when over two-thirds of today’s employees are unengaged or actively disengaged, recognition for a job well done is more critical than ever. Imagine the difference and impact individuals and companies could make if these disturbing engagement figures were reversed and two-thirds of the workforce was represented by engaged and highly engaged employees. What would the impact be on productivity, profitability, and employee and customer retention? As anthropologist Margaret Meade once said, “Never doubt that a small group of thoughtful committed individuals can change the world. In fact, it is the only thing that ever has”.