By Peter Lyle DeHaan, PhD
We will celebrate Thanksgiving Day next week in the United States. And our friends to the north celebrated it last month. Aside from having a day off from work—not that anyone in the answering service industry ever gets a day off, especially holidays—Thanksgiving is a time for us to think about things we’re thankful for.
Top on most people’s list is family and friends. Other items might include our business or job. For most of us who work in the answering service industry, this implies we’re thankful for our clients who provide revenue and our staff who serve our clients.
Where would we be without our staff? This fall let’s take time to thank our employees for all the work they do to handle our clients’ communication needs and keep our business open.
We start with the realization that without our answering service staff, we would have no business to run and no clients to serve. Without our staff, we’re nothing. Even though we deal with staffing issues and employee problems from time to time, the reality is that our staff is essential to all that we do. Instead of complaining about errors, attendance, and attitudes, we should develop a perspective of thankfulness. Let’s focus on the positive elements of our employees because they give us much to be positive about.
Once we have adjusted our outlook to be thankful for our staff, we need to let them know what our mind is thinking. We must take the time to thank them for their work. While some managers feel there’s no need to thank employees for merely showing up and doing the job they were hired to do, that’s an old-school perspective. We need to take the time to tell our staff we appreciate them. Thank them for coming to work. Thank them for trying to always do their best. Thank them for trying extra hard on a difficult phone call we’d have surely hung upon. Thank them for smiling most all the time. A simple word of thanks can go a long way in helping our employees feel appreciated.
Having the right attitude and saying the right words is a great start. But let’s build upon our thankful words with thankful actions. What actions can we do to show our thanks?
While there’s no single right answer, there are many possible ideas. For some people, a handwritten note or thoughtful card means a lot. For other people, a bonus in their paycheck or even an envelope with cash speaks volumes.
How about having a party just because? (Of course, we’d never have a party on Thanksgiving. Let’s save it for when the call traffic returns to normal.) Being publicly recognized goes a long way with others. What about a small gift, even a trinket, that reminds them—every time they look at it—of how thankful we are for them and their work?
We can use the celebration of Thanksgiving as a reminder to be thankful for our staff. Yet what we do in this season, we should carry over throughout the whole year. We need to be thankful for our staff and the work they do 365 days a year, 24/7.
When was the last time you thanked your employees?
Learn more in Peter Lyle DeHaan’s book, How to Start a Telephone Answering Service.
Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of TAS Trader, covering the telephone answering service industry. Check out his books How to Start a Telephone Answering Service and Sticky Customer Service.