Let Your Call Center Employees Know You Appreciate Their Work
By Peter Lyle DeHaan, Ph.D.
We just celebrated Thanksgiving in the United States, which is a time where we typically reflect on what we’re thankful for—when we’re not scarfing down a holiday feast.
Do you let your staff know you appreciate them? I’m sure you’ll say yes, but what will they say? I’m not being critical, but I am seeking to prompt some deep consideration into how you thank your staff.
I suspect you’re already making a list:
- You provide employment, a paycheck, and a decent compensation package
- You send a Thanksgiving card, note, or even a small bonus
- You give them a frozen turkey or gift card
- You serve a Thanksgiving meal for those who work on Thanksgiving
- You pay a bonus for those who work over the holiday weekend
These things are great, but your staff has grown to expect them. These efforts at indicating gratitude, while appreciated, don’t convey that you’re truly thankful for your staff and the work they do throughout the year. If they are to realize that you appreciate them, you need to find a better way to say thank you.
I once had a boss who personally gave me my paycheck every week. Though a man of few words, he would hand me my check, look me in the eye, and say “thank you.” He did this for all twenty to thirty people in his department, without fail, every pay period.
That was thirty years ago, but I still remember it as if it just happened. Though he was a hard man to figure out and often frustrating to work for, I had no doubt that he appreciated my efforts. His periodic, heartfelt thank you kept me motivated, even though his management style sometimes grated on my soul.
If your efforts to thank your staff fail to communicate your appreciation, it’s time for a different approach. Why not try handing each employee their paycheck, looking them in the eye, and saying “thank you.” And if your operation is too big or your staff schedule is too varied for you to do this, do it for your direct reports and encourage them to do it for theirs.
Though thanking your staff on Thanksgiving is a great start, personally thanking them every pay period will make an impression that lasts.
Read more in Peter Lyle DeHaan’s Healthcare Call Center Essentials, available in hardcover, paperback, and e-book.
Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of AnswerStat and Medical Call Center News covering the healthcare call center industry. Read his latest book, Sticky Customer Service.