Using the “3-R’s” to encourage your techs and other staff! (Part II)
Boost team morale and retention! Discover how effective service technician recognition drives motivation and creates a winning culture.
KickStart: First “RECOGNIZE”and then creatively “REWARD” your people for going “above and beyond”!
NOTE: This is the second part in my 4-part series on 1) Recognizing your people’s accomplishments, 2) Rewarding specific actions, and 3) Relaxing With your employees in a family atmosphere!
In Part 1 of this 4-part series on the “3-R’s” (I’ve fallen in love with the number “3” lately!) 🤣 we did a deep dive on when and how to identify (recognize) when an employee excels in their assigned role(s).
However, it is interesting how our good old #1- “Recognition” has eleven different definitions including, “To show appreciation of an achievement by some reward, public honor, or the like.”
🗝️ Key Concept: One of the quickest, most effective and certainly least expensive ways to “reward” someone? I return yet once again to (I just can’t leave you yet, my dear!) 💖 our key word from last week… RECOGNITION!
Many of my older (Yes, I'm looking at you, Baby Boomers!) cleaning and restoration clients are uneasy with the emotional components involved in “recognizing” their employees.
For example, one of my hard-bitten restoration contractors recently growled at me, “Steve, my techs already get a paycheck! I’m giving them a job and it’s a good one! Why do I need to kiss up to them on top of everything else I do for them?”😡
Sigh. I get it. I felt the pain of this veteran of decades down in the restoration trenches. I too spent far too long struggling with all the baggage that “marginal employees” (especially techs) brought with them!
These constant staffing issues, and the stress they brought with them, were damaging my health and undermining my marriage. (Or was it the other way around?) 😥 Either way…
All of the above forced me to develop my 3-R’s to motivate, train and develop good employees. (The alternative? Shut down my cleaning and restoration business!)
NOTE: Possibly the best part of my 3’R’s? This word “Recognition” ! After all, you will get double duty from it! Here's how: By 1) “recognizing” when a given employee deserves (or needs) the motivation and then giving 2) Appreciative Recognition!
Exactly. Let’s revisit the above definition of “recognition” which included…
1. RECOGNITION: “appreciation of an achievement by some… honor…” Interesting. Of course, you have many “recognition options”…
A. Private Recognition- Absolutely. When I personally saw (or learned about) an employee action that deserved commendation… why wait?
Instead, I walked up to the employee, shook their hand and sincerely told them, “Frank, I saw what you did just then. Excellent way to set the example for our newer techs when you…”
ProTIP: Be specific when you praise someone. Sure, the good, old “attaboy” clap on the back is fine. But you’ll get much more traction when you include a specific action or event in your commendation. Now if you want to supercharge your recognition efforts…
B. Use Public Recognition with their fellow employees- For example, if there were other workers near Frank I’d call out, “Guys, I was just reviewing yesterday’s Production Report and I saw that Frank worked a double shift just to get the Lawson project finished. Then Mrs. Lawson called in and went on for 10 minutes about what a great person Frank is! So… job well done, Frank!” Then I’d lead the spontaneous applause!
NOTE: How do you think Frank feels after this group outpouring of affection, appreciation and respect? (Including from me, the boss!) 💖 But wait! We’re not done with Public Recognition yet…
Remember that a cleaning or restoration company likely has many techs scattered out working in far-flung places! However, every Wednesday morning at 7:00 AM we had our staff meeting. Attendance mandatory (and paid) plus I always hosted coffee and donuts. (And occasionally cooked breakfast for everyone!) 🧑🍳🍳🍽️🥯🍩☕🍵
C. “Recognize” them company-wide- In the much-anticipated last segment of our weekly staff meeting the chairperson would say, “Let’s read what our clients have to say about you folks…” And they would call out the tech and client’s name first, then read the customer’s 5-star review out loud. Much applause! 👏👏 (And even MORE Public Recognition!)
However, I’d then stand up and ask Frank to join me. “Folks, let me tell you what Frank did for all of us last Thursday….”
I’d share the details and then say, “Frank, due to your relationship building efforts with Mrs. Lawson you deserve a “Triple E” Award! CONGRATULATIONS!” Even MORE applause! 👏👏👏👏
???- Come on, admit it. You’re all dying to know what our “Triple E” Award was.🤔 Right? Simple. The “EEE” acronym stood for “Employee Extra Effort” Award and it included a small framed dated certificate that was mounted on our Employee “Wall of Honor”!
The result? Even MORE Public Recognition! You really can’t give employees too much sincere (and earned) recognition. 💖
Then I continued, “And hey everybody, I want to thank Frank personally, so this is coming out of my pocket!” And I’d open my wallet to hand Frank a crisp $100.00 bill! The house went nuts! 🍺🍺🍺 🎈🎊🎉 How did Frank (and my other employees) feel about their employer now? 😉
See what I did there? I segued from rewarding a deserving tech with a powerful Public Recognition 👏👏👏 (which was incredibly motivating to all our other employees) into the second step in my 3-R's- Rewarding a specific action!
And that is exactly what we'll focus on next week- the many options you have in rewarding your employees! 😁
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