How to Reward Your Staff Without Spending a Chunk of Change

One of the biggest stresses we hear from business owners we work with is “I want to appreciate and reward my employees, but looking at my overhead, I am not sure I can afford to reward them”. They further explain that they sometimes lack motivation to reward staff in part due to the lack of appreciation felt in return. As an example, in talking with a client at the end of the year he explained, in relation to the end of the year bonus, or a Christmas present, “ sure I can give them some money, or a present, but I never hear a word of thanks. It’s like it’s expected!”

One of the biggest issues businesses, and organizations of any type, have to deal with today is the lack of financial resources. We are in a new “world” where profits are slim. This is creating a tremendous amount of stress within organizations . Resources are tight all over. At the same time, their workload and responsibilities have increased. More demands + fewer resources become a perfect recipe for stress. And stress over the long haul leads to burn out and discouragement.

Communicating Meaningful & Impactful Appreciation

Here is what research shows are effective ways to communicate appreciation and encouragement to your team members, without having to spend a lot of money:

1. Make sure your communication is personal and fitted to the individual rather than utilizing general communication across the organization. The key component to effective appreciation and encouragement is the sense by the recipient that you mean what you say and that you took time to think about them personally. Conversely, we have found that a global “Thanks for a good job done” email to a wide range of people across the organization actually generates a negative response from most team members, given its impersonal nature and perceived minimal effort to complete. What about considering a personal acknowledgement to each team member once a week. Catch them doing something right and thank them.
   
   
2. “Speak the language” of the person whom you are trying to encourage. If the action we take to communicate appreciation to our colleagues isn’t what is important to them, we have wasted our time and effort. Communicating encouragement and appreciation which is impactful must “hit the target” for the recipient. We offer or clients the MBA Inventory – to identify each team member’s preferred languages of appreciation and to specify the actions most valued by them. By learning a person’s language of appreciation you can give and receive feedback and appreciation in a way that can be effective.
   
   
3. The languages of appreciation people value the most don’t have to cost a lot of money. Sure almost everyone would like a bonus or a raise – but for most organizations that is not possible. The ways that people experience appreciation in the workplace fall into five categories:
   • Words of Affirmation
   • Quality Time
   • Acts of Service
   • Tangible Gifts
   • Appropriate Physical Touch

   Most of these don’t cost anything financially (even tangible gifts don’t have to cost much). For example, some of the most cited ways employees report feeling valued include:

   • Receiving a note from your supervisor complimenting you on the good job you are doing.
   • A team member stopping by your office, spending a few minutes with you to see how you are doing.
   • Obtaining some help from a colleague who notices you are “buried”.
   • Getting a gift certificate after you have worked long hours to complete a big project (for example, to go to the movies.)
   • Having your co-workers give you a “high five” after you have successfully completed an important presentation.

Each person has their own preferred “language of appreciation”. And within each language, there are specific actions that are most valued by that individual. None of these actions cost much money. But the key is to be able to use the right action with the right person, at the right time, and with a genuine spirit of appreciation. Then your actions will “hit the target” and be effective in encouraging those with whom you work.

Call us today and we can share with you the benefits of learning more about languages of appreciation.

509.750.6603

Having Fun At Work?

What's your fun factor?  An engineering firm in town recently "played" for an hour. Yes, engineers can play!  They had 40 4th graders visit the firm to see what engineering was all about.  Each engineer designed a package containing a raw egg which was dropped from a Genie lift. Lightest packaging to keep the egg from breaking won.  They weren't done yet....Then dropped a tomato, a squash, a cantaloupe, and finally a watermelon. Do the kids love engineering?  Did they retain learning?  Absolutely!  What are you doing to make your staff meetings fun? We can help! Let us design a fun, interacitve and educational meeting for you!

Conflict....Good or Bad? How to Have One Without the Other

Thanks Sesame for inviting us to present the webinar today!  Fantastic turnout and responses!

Great webinar you guys!  One of the best I've attended!

Very well done

Thank you for a great webinar. Loved learning about "soft skills" in relation to conflict.

Unmet expectations?  What a great observation for improving my communication!

Best of all we delighted in sharing our information with the Sesame clients!  You rock!

Learning from Zappos: Creating World-Class Customer Service

 

Doctor, what would you do if a new patient walked through your door and instead of wanting to know right off the bat what your fees were, what insurance you accepted, what your office hours were, or whether you could validate their parking ticket, this person asked you to describe your practice culture? How would you feel? Surprised? Confused? Excited? Bottom line … would you know how to answer the question?

In his book, "Delivering Happiness: A Path to Profits, Passion, and Purpose," Tony Hsieh, CEO of Zappos.com (online sellers of clothing, shoes, accessories, and housewares), talks a lot about culture and how it has played — and continues to play — an integral role in Zappos’ phenomenal growth and success.

Hsieh identifies three common mistakes small business owners often make in their own pursuit of success:

1. Not building engagement and trust with employees before customers. Would you be comfortable printing everything your employees, patients, and colleagues have to say about your culture? If not, what would it take for you to get to that point where you would be? Your business reflects the culture and values that are already in place, whether you have defined them or not. Wouldn’t you rather take charge of defining and shaping those values? 
2. Focusing on networking, rather than creating friendships. Rather than trying to network in the traditional sense, it’s better to build "friendships" where the friendship itself is the reward.
3. Return on Investment vs lifetime value of a customer. Business owners often focus on return on investment (ROI) instead of viewing the lifetime value of a customer as a moving target that can increase if the business owner can create more and more positive emotional associations with the brand, and do it through every interaction a person has with us.

Zappos considers its culture to be its biggest asset, and the firm manages accordingly. Almost 50% of an employee’s performance review is based on how well the employee embodies the company’s 10 cultural core values:

1. Deliver WOW through service. WOW is a short simple word, yet encompasses many things. WOW requires differentiation ... doing something beyond what is expected. Does your service have an emotional impact on the receiver?
2. Learn to not fear change. Embrace it with enthusiasm ... encourage and drive it. Plan for it. Ask, “What is the 1% improvement I can make to change myself/the company for the better”?
3. Create fun and a little weirdness. Laugh at yourself, look for fun and humor in your daily work. This encourages everyone to think outside of the box and be more innovative.
4. Be adventurous, creative, and open-minded. If you are not making mistakes, you are not taking enough risk. Are you pushing yourself outside of your comfort zone?
5. Pursue growth and learning. Are you a better person than you were yesterday? Are you stretching self/others? Do you understand the company vision?
6. Build open and honest relationships with communication. A key ingredient to strong relationships is developing emotional connections. At the end of the day it’s not what you say or do, but how you make people feel that matters the most. In order for someone to feel good about a relationship, they must know the other person truly cares about them, both personally and professionally.
7. Build a positive team and family spirit. The best team members have a positive influence on one another and everyone they encounter, and strive to create harmony with those with whom they interact.
8. Be more with less. Never lose your sense of urgency in making improvements. Don’t settle for “good enough.” Good is the enemy of great. Be innovative, use mistakes as learning opportunities. Ask yourself, “How can we become more efficient?”
9. Be passionate and determined. Passion and determination are contagious. Are you passionate about the company? Are you passionate about your work? Do you love what you do and who you work with? Are you happy/inspired? Is this the place for you?
10. Be humble. Are you humble when talking about your accomplishments? Do you treat large and small with the same amount of respect as they treat you?

Ultimately, Hsieh says, it’s all about being happy, which comes from being part of something bigger than oneself. In fact, studies have shown that “connectedness” plays a large role in both happiness and productivity. For instance:

• The number of good friends an employee has at work is correlated with how engaged the employee is. 
• Engaged or connected employees are more productive.

Happiness doesn’t come primarily from within,” Haidt says, “but rather from between.” 

So what does this all have to do with youand your practice ... or any dental practice, for that matter? To answer that question, consider  the following nine ways Zappos instills a culture of great customer service. (Note: Doctor, if it’s underlined and in italics, it applies to you!)

1. Make customer service a priority for the whole company/dental practice, not just a department/front or back office. A customer service attitude needs to come from the top/doctor down.
2. Make WOW a verb that is part of your company’s/practice’s everyday vocabulary.
3. Empower and trust your suppliers/dental supply reps. Trust that they want to provide great service … because they actually do!
4. Realize that it’s okay to fire customers/patients who are insatiable, or abuse your employees.
5. Don’t measure call times, don’t force employees to upsell, and don’t use scripts. None of which excuses you from properly training your employees!
6. View each call as an investment in building a customer/patient service brand, not as an expense you’re seeking to minimize.
7. Have the entire company/practice celebrate great service. Tell stories of WOW experiences to everyone in the company/at regular staff meetings.
8. Find and hire people who are already passionate about customer/patient service.
9. Give great service to everyone: customers/patients, employees and suppliers.

If you would like help in bringing a culture of world-class customer service to your practice, please contact us today. We can bring our many years of experience in leadership and teamwork to your office, and work with you and your staff in creating and honing your own WOW dental practice!

"Do overs"~ what a great idea!

I had the opportunity to hear Dr. Wayne Anderson  of Take Shape for Life speak this weekend.  He talked about the ability to have each day be a "do over".  We can do something differently today than yesterday if we want a different result.   AH HA..... What different results would you like today?  You have the opportunity to do it differently! Just do it!