leadership

Small, tangible acts of gratitude

As an employee, one of the things that keeps me energized and engaged is positive feedback from my boss. As a Customer Support Manager, I have adopted the leadership philosophy of treating others how I would like to be treated. So, I make providing simple and effective positive feedback a priority. One of the many ways I do this is by leaving little notes for members of my team.

Annie's Note
A real note that I wrote for a member of the Support Team recently

What makes a good note?

  • Be Genuine – People can tell when you’re phoning it in. Don’t do that.
  • Be Specific About the Behavior – Saying, “Thanks for all your help!” is great, but saying, “Thanks for your help getting that ticket completed by the customer’s requested deadline! It really showed them you’re willing to go the extra mile!” is way, way better.
  • Be Specific About the Impact – Even if you are sure they know the impact, it’s so much more valuable to see it spelled out: “…It really showed them you’re willing to go the extra mile!”
  • Timely – Take the time to show your appreciation in the moment or at the end of a challenging day.
  • Write it By Hand – An email showing your appreciation is also a good idea, but mix it up a bit by taking the time to write the note by hand. In our online world, there is something precious about a tangible, handwritten note.
  • Don’t Overdo it – Too many notes can lessen their impact. Choose wisely and keep it infrequent enough that finding a note from you is a pleasant surprise for the recipient.

In future posts, I will describe other ways I show gratitude and positive feedback as a Customer Support Manager. How do you show appreciation to the people on your team? I’m always looking for new ideas!

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