How a few minutes with a CEO could save you $5,000

our customer, VersaCold's logo

I would like to share with you a challenge that comes up often in my industry, and a solution that companies, like our customer VersaCold already benefits from, saving them time and money.

The typical challenge: You have a recognition event or program—a need to retain, inspire your team, and thank your customers—and are asked to find solutions. So, you call all your vendors, me included, and say, “I need ideas and I need them tomorrow or even today.” Then, you gather your ideas, several in tow, and head to another department where the list is shortened. Then, off to another department where the list is perhaps shortened again, or the meeting is postponed, then, perhaps a week later, the ideas are shown to a team. Perhaps the CEO is present, perhaps not. A decision is made, or not. The event is coming up quickly and still nothing is chosen, or because of the time factor, you settle on a choice that seems like it will be all right. The event happens, recognition happens, ROI is questioned, recipients are appreciated, inspired, motivated, not sure? Hmmm. Best use of your budget and time?

I calculated my time, as well as the time my clients have spent in the past on this method, and a typical cost I come up with is $5,000 and anywhere up to 4 weeks of our time.

Our solution: Invite me, your recognition expert, in to meet with you and your CEO. A few minutes in person, or on the phone, literally, is all we need to provide guaranteed results. Proven results-driven questions are asked and answered. After that the details are left up to you and me. It is the concept, the feel, the vision, the clear objectives I can get only from the CEO that will guarantee my promise- to redefine and maximize your recognition experience.

I understand the CEO has asked you to lead this, I understand the CEO is busy, and yes, the recognition is important but it is one of many to dos on her (and your) list. The CEOs I work with understand the power their employees and customers play in the success of the company, as you can read about below, and this is the only way I can guarantee my promise.

Results of meeting with the CEO: CEOs, like Brent Sudgen of VersaCold, understand the power of appreciation, champion their employees and it shows: from employees like Susan who willingly and passionately works on events during her maternity leave (with twins, even), to Tina and Sandra who care about their job, the impact they make providing an environment and a preferred workplace, and how they are building a culture of excellence, to the employee (I am sure one of many) who, although has never met Brent, “knows him” because of his welcome to the company letter, communication to employees and customers through their company newsletter, and hands-on training videos.

“We show our employees they matter, we earn money for our investors, and we service our customers better!” This quote from their website is genuine and a fact. Is yours?

Are you ready to have your recognition experiences maximized?! I am ready to roll up my sleeves with you and promise to enrich peoples’ lives through soulful recognition.

Janet

Mahatma Gandhi, Customer Service Expert

Photo courtesy of gruntzooki on Flickr

A few weeks ago, I came across this image of the famous quote by Mahatma Gandhi and kept it for a couple of reasons. One, I read it every day as the image is a constant reminder to me that a company, CEO, or consultant, felt so strongly about the quote, that they created a sign to be the first image the people attending their event would see, which sets a fabulous tone on the importance of customer service. It also reminds me that when my genuine intention is about how I can help my customers, vs. how I can make the sale, the business flows to me effortlessly and genuinely.

“Worth It.”

As you can imagine, my sons hear about the power of appreciation quite a bit from me.
I guess it has rubbed off, as my youngest son, who just turned 6, was talking about how great his Blundstone boots are and wanted to know whom he could thank.

(Both my sons wore the boots to Kindergarten and grade 1, and teachers have commented on the joy of having them be able to put on their own shoes. I thought, hey, I could say thank you as well.)

I googled Blundstone, (gosh what did I do before Google?), and up came their website for Canada. This company, started in Australia, is famous for their quality and the brand has a great following, so I was not surprised to see a “your boots” section with a contest to win a trip to Australia. I uploaded a pic of my son with his boots - you may enjoy.

http://blundstone.ca/yourboots/
Yes, they are certainly “Worth It.”
Janet

The Power of Appreciation

Provide, 529 Beatty Street, Vancouver, BC http://www.providehome.com/

With more interest in my newest keynote, "The Power of Appreciation– How to Win Business By Being Nice", I decided to hit the streets to see what kind of appreciation I would experience in retail, especially with the Olympics coming to Vancouver in a few short months.
I stopped into 3 places in downtown Vancouver to experience their retail brands: Provide on Beatty Street (across the street from my studio), Cookworks on Howe Street, and Urban Fare at Cordova Street.

What I liked about all three are the magic words, customer service.

First, I walk into Provide and the owner Robert genuinely greets me as a neighbor first, not as a possible sale. He is always gracious in offering me a coffee from the Nespresso machines he and partner David sell. We chat about the artisans and hand-selected pieces they choose for their store, as well as the Olympics coming to our city in February 2010 and the impact it will have on retail. Then Robert surprised me with a goody bag from a recent event, an open house I had missed, where designer, Shereen DeRousseau’s jewelry was showcased. Leaving the store with the bag, complete with one of the designer’s necklaces, a fashion magazine and other goodies, I remember feeling appreciated as a customer and I hadn't bought anything! But here I am blogging about the store, the experience, and sharing him with my clients, family and friends. Good news travels fast.

Then I visited Cookworks. Most of my friends know I don’t cook. Though, after the experience I had in Cookworks, I just may start to be able to use the lovely, well-designed, shiny pots and pans, the pretty dish towels, sharp knives, and "oooh la la" stainless steel toasters to die for. Again, the store clerks graciously say hello, dressed in their Cookworks-logoed chartreuse aprons- love that touch. They are all passionate about cooking, baking and customer service, sharing with me information with excitement and care. I purchased Chilewich placemats– I have seen them many places and they were on my to-buy list, so it was perfect timing to say thank you to the store for appreciating me.

Next up was Urban Fare. Okay, now I really want to learn how to cook, I thought, as I eyed the olive oil selection, from organic to international, and everything in between. Fresh fruit creatively displayed, fabulous products neatly stacked, people everywhere to help and answer any question you might have. A real community buzz was going on as well, chatter, laughter, and keen interest in the products. I bought a hand-crafted s’more by Butter, local interior designer Rosie Dayken and mom Pixie’s baked goods, because the logo is so gosh darn lovely and I do like her design and her brand. And she works with her mom- how wonderful is that? I feel like their treats are made with love. Tastes like it too.

What worked about these stores was that from the moment I entered, to the moment I left, I was enjoying myself and the experience they offered. They showed me they appreciated me- they were givin’ me love. And you all know how much I believe in the power of appreciation!

Because of their service, I will tell my friends and family about these places and, even blog about them. Customer service- nothing beats it.

Show your customers you appreciate them from the moment you say hello, whether on the phone, in person, or email. Be genuine, caring, smile. Show the love!

Truly extraordinary service must come from the heart- not from business to person connections, but from person to person connections.

Janet

Happy Father's Day

At a recent visit to my mom and dad's home, I found a small treasure sitting on the kitchen table. It was a vintage postcard of Vancouver, the kind that flipped open to reveal different landmarks of the city. I have seen them before, and have always liked them for their vintage hand-painted look, and it’s fun comparing the images to today's sites. The images show how truly young Vancouver was, from Georgia Street, Stanley Park and City Hall.

I smiled at the postmark, which read, “Postage: One Cent, Without Message.” As I read the familiar handwriting, “Mrs. N. Helm, from your son Elmer”, I realized with amazement (and a few tears) that this card from my dad to my nana must be from the late 1940s!

Wow, how lovely, I thought, as I read how he arrived in Vancouver (from Nanaimo), all is "swell" and that he went to a dance the first night. Knowing my dad and his love for jiving to this day, this made me smile through the tears and did not surprise me at all.

I shared with my dad how much I enjoyed reading the postcard and seeing the images, as well as the kind words to his mom. Knowing how much joy it brought me, he gave me the postcard and I now have it displayed in my kitchen for all to see and read.

With Father's Day just last week, I am grateful and am appreciative for the love and support that I, my husband, and our children continue to receive from my dad and my mom.

Thank you, Dad.
Love your daughter,
Janet

Plant from Maxem Eyewear Employee Plant Growing contest

Can you imagine being recognized with a gift for cleaning out your office’s fridge or changing the light bulbs in the warehouse? One of the forward thinking companies we work with, Maxem Eyewear, does just that.

You may not recognize the name of this 30-year old family company, so named for the family’s first two grandchildren, but you probably own a pair of their sunglasses- many brands are under the Maxem Eyewear umbrella.

Maxem's commitment to creating a vital and rewarding work environment was evident when we visited them recently for an art direction meeting. The meeting, in CEO Melanie Martin’s office, was a great success as we learn more about the company’s values, vision and how they build their corporate culture. The office overlooks the rooftop gathering place for employee events and an amazing view of the waterfront in North Vancouver. Their graphic designer, Mike, shared with us that he and some colleagues play a rather competitive game of croquet on a plot of grass outside the office. (Note to self – park on the west side of the building!) We also heard that on occasion they have cleared out the warehouse to make way for a hockey game.

After the meeting, heading down the stairs, we walked past a large south-facing window, lined with terracotta pots. Inside the pots, each marked with employee names, were small seedlings growing to various heights.

Melanie explained that an HR colleague started the very popular plant growing contest. Each year, the employees are given seeds, a pot, and instructions. Hearing about the care the employees take in their strategic placement of the planters-as the plants cannot leave the building-had me noticing terra cotta seedlings everywhere!

From the stories we heard about the contest and how each winner is chosen, it is clear this is an easy and cost effective way companies can have fun, build camaraderie, and a little healthy competition.

Another thing that struck me while walking through their open office space was what looked like a contest/draw of some sort set up on the second floor. Sure enough, it was a draw -to celebrate employees who go above and beyond their regular duties. On a partition board in a central location was a bulletin board decorated with an image of a pineapple with sunglasses and the cut-out letters “EYE SEE YOU”. The small sheets of paper posted to the board were each a personal thank you, written by a peer, recognizing a coworker. Each month a name is drawn from the posted notes and the recipient receives a gift card, say to a local coffee shop. Wow, I thought, being recognized for cleaning out the office fridge, changing light bulbs. I love it, and how easy and cost effective to implement is that!

As Melanie walked us to my car (talk about service), and said good bye, I glanced back at the building to see yet another plant strategically placed way up high (a ladder must have been used), on a different window sill!

I smiled and thought, “Kudos Melanie and everyone at Maxem Eyewear for creating a fun and rewarding place to work.”

Listed below is all you need to implement these fun and easy ideas from Maxem Eyewear that cost just pennies to start.

Do you have a successful employee recognition idea you would like to share? I would love to hear from you. Feel free to email me or leave your comments below.

Call me today if you need your own signature contests designed just for your company, reflecting your vision, goals and values.
Janet


TO GET STARTED WITH THE PEER-TO-PEER DRAW
What you will need:

• Title - something catchy, fitting for your industry, company and culture- “EYE SEE YOU” is perfect for an eyewear company!


• Paper - Small pieces of paper printed with a space for name, date, what they did and/or why, and submitted by.


• Draw box from a craft store or dollar store


• Bulletin board to post the winner, specially decorated, of course, as well as all the entries. It's extra an reward and incentive for everyone to be able to celebrate all the fabulous acheivements.


• A central location to set up the bulletin board and draw box


• 12 gift certificates on hand, one for each month's draw, so no one is running out last minute to get the prize.

TO GET STARTED WITH THE PLANT GROWING CONTEST
What you will need:

• Terracotta pots 4” from a dollar store, plant store, or hardware store


• Soil, from a plant store or hardware store


• Seeds- pick something easy that chances are will grow: beans grow well and are an excellent symbol for a financial company


• Sunny spot to put the planters


• Prizes for Tallest, shortest, no show (didn’t germinate), or... be creative and have fun!


• Prizes again can be simply ribbons, or coffee cards. The camaraderie and experience for everyone is the reward.

Out of the mouths of babes: a lesson in true appreciation

In my continued commitment to stay fit, I decided to try Karate with my children. My two sons love it, and I wanted to try something new to shake up my running routine.

I have to say I am pleasantly surprised with the classes.

As well as the fitness bonus–yes, I was sore for the first couple of days–there is an unexpected learning lesson for me. Every month, Sensei Ron introduces a new word to the class. The kids learn the explanation, share examples in class and are required to go out and practice that word for the month, bringing in and sharing more examples each class.

For the month of April the word is: appreciation, “thankful for the little and big things in my life”

Last class, Sensei Ron asked us how we have been recognized lately. “Not, ’hey, how ya doin’’ recognized, but how have you been appreciated?”

Out of the mouths of babes came:

• “a friend laughed at my joke and I felt happy”


• “a teacher said my work was good, and I was proud”


• “my mom thanked me for helping her with the dishes, and I felt helpful”

They beamed as they spoke! Wow, I thought to myself, here it is right in front of me–the truth that is basic human nature: to be recognized and valued allows us all to shine to the best we can be.

Sharing this with companies is my passion, and it couldn’t be more perfect than to hear this truth from children- this group is around 7-14 years old, with 2 of us adults, a little older.

Any company can change the world by changing the way they do business by simply recognizing their employees using compassion. When I look at our clients, the most successful companies in North America, it is no coincidence that their success is due to the fact that their CEOs recognize their employees.

Join the Recognition Revolution, one thank you at a time.

Recognize someone today with a ‘thank you’, a ‘nice job’, a ‘well done’, and just watch what shows up!

Making it easy for you to say thank you, click here for a free PDF download of our Thank You cards to print, and have ready at your fingertips. Anytime, anywhere, you can say thank you.

Thanks, Sensei Ron.
Janet