As
reprinted from
Energy Pulse 5-7-04
Everyone likes
to be appreciated and employees at utility companies are no exception. But do
they know they're valued? Do you know that employees who feel valued are more
likely to provide quality customer service?
Every
employee, in one way or another, impacts your customers. Even employees who
have no direct contact with customers have an impact on them through the
services they provide to staff members who do. Thus, it’s in your utility’s
best interest to make sure that all employees receive recognition for their
efforts. Besides, they deserve to be honored for a job well done.
Here are 15
ideas for demonstrating employee appreciation.
No 1.
Mail a personalized note to each of your employees at their home thanking them
for their hard work and dedication. If possible, acknowledge special
accomplishments, length with the company or anything that personalizes the
message. Create a plaque with their name on it that sits in the lobby for the
world to see. I recommend “1001 Ways to Reward Employees” by Bob Nelson as a
resource for those looking for ideas on employee recognition.
No 2.
If your company has a newsletter, print a thank-you letter from the president,
chief executive officer or department vice president that shows appreciation
for employees’ efforts.
No. 3.
Hold an internal open house. Encourage departments to visit other departments
so everyone can see what it takes to run the company. Every department, job
and employee is valuable.
No. 4.
Surprise your employees with a small gift each day of national Customer
Service Week in October. Small gifts are a great way to let them know you
care. Possible gifts include a donut on everyone’s desk, a gift certificate to
a movie, a small candy bar, a balloon inflated and tied to their chair and a
gift certificate for an ice cream cone.
No. 5.
Have a “trading places” day when senior management spends an hour or two on
the phones while customer service representatives supervise them. This
exchange can have benefits far greater than expected.
No 6.
Focus on exceptional customer service representatives by giving them a special
reward or a mention in the company newsletter or both.
No 7.
Name a “Customer Service Rep of the Day” or an “Employee of the Day” for each
day during a special employee recognition program. Send an e-mail to announce
the daily winner. Ask the winners to present some of their success tips and
techniques at the next staff meeting.
No. 8.
Distribute special awards or certificates of appreciation. Acknowledge
outstanding customer service and special victories. Acknowledge those who took
a risk even if it didn’t bring the expected results. Reward those who try.
No. 9.
Decorate the department with posters, banners and balloons to create a festive
atmosphere.
No. 10.
If appropriate, encourage the staff to decorate their cubicles or
workstations. Make it fun.
No. 11.
Recognition is not just about saluting the top performers; it’s about
recognizing people who improve their skills every day to provide better
customer service and sell more products and services. Your investment in
recognition will have a stronger impact when it touches more people.
No. 12.
Recognition is not just the annual awards banquet or the monthly meeting where
people are acknowledged for their efforts. Recognize a positive attitude or
behavior immediately. Compliment and reward people when they are using those
skills they have learned. Create that special recognition award that you can
put in their hand to reward them on the spot for a job well done.
No. 13.
When you hear a positive remark about an individual, repeat it to that person
as soon as possible.
No. 14.
Ask your employees for their ideas on how they would like to be recognized for
a job well done. You might be amazed by the low-cost suggestions they share
with you. The more personal the recognition is to the employees, the more
impact your efforts will have and the longer they will remember it.
No. 15.
Most companies have a hard time investing money in something that doesn’t give
them measurable results. Establish a process to measure the impact that
recognition has on sales and service. Survey the customers, survey the
employees and track sales or productivity before and after you implement the
recognition program.
Studies
show that most employees place a high value on simply being recognized or
being complemented for a job well done. Many employees are looking for a pat
on the back or a work environment that spurs them on to do outstanding work. I
guarantee there will be a trickle down to your customers and that they will
notice.
Measure-X
888.644.5499
www.measure-x.com
The Customer Service and Sales Experts for the utility
industry!
