The Two Words Your Staff Needs to Hear from You Again and Again

I once worked in an office where morale was low and turnover was high. Recently hired to manage the staff, I suggested to the boss that we expend some time and energy on teambuilding and staff appreciation to help combat this. As a first step, I recommended using part of our weekly meeting time to thank staff for their contributions. She rejected the idea because, as she explained it, staff members got jealous when some people were recognized over others. Her solution was not to recognize anyone at all. As I quickly learned, she kept her word. In all the years I worked there, she never once said thank you to me.

Unfortunately, my experience is hardly unique. According to Gallup, 65% of employees claim they did not receive any positive recognition in the previous year. The entire year. It seems almost unbelievable and I wish that it were. 

WHY MANAGERS STRUGGLE WITH ‘THANK YOU’

Unfortunately, managers come up with all kinds of reasons not to adequately recognize and praise their teams- that there’s not enough time, that the employees’ pay is their reward, that the staff does not deserve it, or that “that’s what the employee picnic is for.” Despite overwhelming research to the contrary, many managers hold tightly to the belief that staff appreciation is not important and that employees do not need to be thanked. The result of this thinking does not just hurt the employees but the entire organization as well.

WHY ‘THANK YOU’ IS SO IMPORTANT

The truth is, staff appreciation is not just a nice thing to do- it is essential to retaining and maximizing your team. The numbers reinforce what should be common sense- employees who feel appreciated and recognized are more likely to be engaged, be more productive and stick around. In fact, a McKinsey report found that praise from managers is the number one motivator for 67% of employees. Furthermore, organizations with effective employee recognition programs have a 31% lower turnover rate than organizations with ineffective programs. If you think you’re too busy to give your staff praise, imagine how much time it will take you to hire and train new staff, over and over again.

WHY YOU SHOULD MAKE YOUR ‘THANK YOU’ SPECIFIC

A simple ‘thank you’ is a start, but just a start. Employees need to know why you are thanking them, so be specific. For example, listen to the difference between the following: “Thanks for doing that presentation yesterday” and “Thank you for putting together such a thorough and engaging presentation yesterday. I especially appreciated the data you included to back up what you were saying. The client has already commented on how impressed he was.” The first example expresses gratitude while the second example expresses gratitude AND three other things- it lets the employee know what she did well so she can continue to do it, it shows her how her efforts have helped the organization reach its goals and it shows her that her manager is paying attention. All that at the simple cost of a 90 second email or conversation.

HOW TO MAKE YOUR ‘THANK YOU’ EFFECTIVE

• PRAISE QUICKLY- To be effective, praise needs to come as quickly to the action you are praising as possible. Ideally, the same day or the day after, but never more than a week. Waiting too long sends the message that the praise is not a priority for you. Plus, after a week, most employees are onto the next task and their focus has already shifted.
• KNOW YOUR TEAM- As always, it is important to know your team as a group and as individuals. Some staff will prefer public recognition while others will be mortified by it. Some will value a tangible reward like a gift card or a lunch out while others will find no value in these. Find out what each team member appreciates and provide it.
• MIX IT UP- A strong staff appreciation recognition program lets staff know what they need to do to receive bonuses, incentives, etc. The best employee recognition programs allow for creativity and spontaneity as well. “Surprising” staff by letting them go home a few hours early the Friday before a holiday is nice but expected if it happens every year. How about letting them go early on a random Friday after a huge win? The annual holiday party is something many staff look forward to each year, but how about springing for pizza every now and again? The key is to mix it up and keep it fresh.
• MAKE IT GENUINE- When every staff member receives the same type of thank you for different levels of effort and outcome, the value of the appreciation diminishes and in many cases, becomes harmful. It should be easy to find things to praise your staff on, so be genuine. If you are having trouble finding something to praise your staff on, it is time to take a serious look at what is going on with that staff member as well as with your own expectations and beliefs around staff appreciation.
• GET INPUT FROM YOUR STAFF- No one knows better how to make staff feel appreciated than the staff members themselves. Ask them how they would like to be appreciated. Involve them in planning and leading some of the appreciation efforts. Listen to your team. Really listen to them. This will make your job much easier.

DIFFERENT WAYS TO SAY ‘THANK YOU’

• SAY ’THANK YOU’- When you run into your staff member in the hallway or when you walk by his office, pop your head in and thank him for something he did that day or that week. This can go a long way. Employees want to know that their work is valued and that you are paying attention. This is an easy way to get the message across.
• SEND AN EMAIL-Again, be timely and specific. If appropriate, copy other people on the email, like your boss, or, if the staff person is not your direct report, the staff person’s supervisor. This will not only make her feel appreciated but will also help keep her motivated and loyal. A big payoff for a small gesture on your part.
• CELEBRATE ACHIEVEMENTS- When you reach a goal, complete a big project or launch a new initiative, mark the occasion and celebrate. This can be done in any number of ways, inside or outside of the office, with or without cake. The important thing is to celebrate. Too often we get so busy that we let an accomplishment come and go without taking a moment to honor it. Take the time. It will pay off in the long run.
• DO SOMETHING FUN- Teambuilding is essential to effective team dynamics and collaboration. One of the best ways for team members to get to know one another is to spend time doing something that has nothing to do with work. Organize a kickball game, or a karaoke Friday or an afternoon of bowling. Through these types of activities, staff members build relationships naturally and authentically. In addition to a fun day, the team will come out stronger. Just make sure you do it during work hours and at no expense to the staff you are appreciating. 
• PRAISE YOUR STAFF IN FRONT OF OTHERS­– Share your staff’s achievements with the rest of the organization. This can be done through email or in a staff meeting or however your organization does it. If you get recognized for something, always share the credit with your team. Help create a team identity and culture of support and interconnectedness. Recognize that your team is your greatest asset and treat them as such.
• BE CREATIVE- Do you have a team of coffee drinkers? Or tennis players? Or quilters? How can you incorporate their interests and hobbies into a way to say thank you? Through gift cards or a team activity? How can you effectively bring together the professional and personal sides of your team members?
• GIVE THE GIFT OF TIME­– Who doesn’t like some extra time off? If you can manage it and make sure the work is getting done, are you able to let staff go home early one day or take the day off altogether? This is one of the most appreciated ways to say thank you.
• PROVIDE RAISES AND BONUSES- If your budget allows, reward good work with money. This doesn’t necessarily drive every employee, but I can’t think of one who would turn it down.
• WRITE NOTES/CARDS- Make a commitment to write personalized notes/cards to each of your team members at least once per year. This provides an opportunity to thank them in a way that is thoughtful and individualized. Some of these cards will go in the trash and others will go on the fridge. Either is fine. The important thing is that each team member knows you appreciate him and this is just one of many ways to do that.

As a manager, your primary role is to build and lead an effective and successful team. Staff appreciation is a major component of that. Take the time to think about and develop an appreciation system that truly demonstrates to your team that you value them. Not only will this create a more enjoyable work environment, but it will inevitably create a more productive one as well. Start today with those magical two words your staff needs to hear from you (again and again and again…)- THANK YOU. And thank YOU for all that you do!