Harvard Business Publishing

Dear Rosabeth

I remember one of the quote by Susan M. Heathfield in her book, ‘The Power of Positive Recognition’, that says: Prioritize recognition for people and you can ensure a positive, productive, innovative organizational climate. Recognize people to say ‘thank you’ and to encourage more of the actions and thinking you believe will make your organization successful. People who feel appreciated are more positive about themselves and their ability to contribute. People with positive self-esteem are potentially your best employees.”

I sincerely appreciate what you expressed on the hand written thank you and appreciation notes. To make an impact in our technology-immersed working environment, Venkatesh Roddam, ex-CEO Satyam BPO, sent me a handwritten note about a couple of years ago and it is one of my prized possession now and often show off that to my team and friends. And that note has inculcated the same habit in me. I think in working environments where email and IM-ing, and snatched conversations in transit have become our primary communication methods, a handwritten letter makes a massive impact on the effectiveness of a communication and on the recipient.

Dear Rosabeth,

I feel very connected to what you are writing. Yes it is the personal note that makes a difference, either written or oral.

I once had a striking experience at my former employer, a German car manufacturer, where while on the shop a colleague explained some special processes to me, as I had asked for in order to understand the problems that they caused later in the value chain.

While leaving the office I said one word, "Danke!" (Thank you) and he looked at me perplex asking what I would be thanking him. Answering my question would be part of the contract with the company and it wouldn't be necessary to thank me.

I really wondered how people can get disconnected when these little appreciations are not lived and on a higher level of management not even part of the vocabulary.

Making the difference personally is a first step to change the language and the moral:-))

Best regards

Ralf

I completely agree with the "little things" to make a huge difference.

I do not believe the recognition needs to come from "higher" up to infuse the company with a better attitude. Peer (and even "up") recognition can fuel the desired "attitude adjustment".

I, also, believe that the potential goes beyond handwritten notes. "Common old-time courtesies" are even more important when we tend to feel overwhelmed or overworked. The mere gestures of holding an elevator, know which floor the other riders exit on (and pushing the button), opening a door for a collegue, holding the door open, etc. all create an atmosphere of togetherness and appreciation for each other.

The often overlooked benefit to wait for 30 seconds while someone "catches up" to the open elevator door demonstrates a great deal of respect for the other person that is not soon forgotten. The benefits to common respect amongst a group of people goes a long way to transforming that group into a coherent team.

Just my two Lincolns...

In this day of ever more elusive customer service, it is a refreshing light in the storm to see that there is still an appreciation, or even an acknowledgment, for great service and follow up. Customer service is "entry level" our goal needs to be customer delight. Unfortunately simple or common courtesy is neither simple or common anymore, is this a cultural manifest? Or just a sign of the times? Every organization needs to understand the elements of service. The simple steps to fulfilling a request include the Follow Up and Thank You step. How do we speak to or react to someone on the telephone? What do we do when we call and get a support person half a world away whose culture is completely different that doesn't have the same rules of comportment? Sure they have the process and maybe even the structure but do they have the foundation to truly provide great service? They know the what but do they know the why? In these days of extreme uncertainty, it's even more important to provide a level of service that delights or clients, customers, employees, families and friends. Don't take the ones that are most important for granted.

Happy Holidays to All.

Todd Wheeler
Concierge Resource

This is one of the things people crave - appreciation. Years ago, as a sales manager, after returning from a Zig Ziglar training, I had 3x5 notebooks with the header, "I appreciate you because ..." and lines to fill in. This became a thing to be coveted. It's worth the one to two minutes it might take to write.

On a note of machine printed: things have come so far as you can have your own handwriting and signature appear with technology! Looks totally personalized.

Patricia Weber
Sales Accelerator Coach
For Introverts, Shy and Reluctant
http://www.patricia-weber.com

Dear Rosabeth-

In this day and age of impersonal communication and rushed responses, please let me say how refreshing it was to read your

Dear Rosabeth-

In this day and age of impersonal communication and rushed responses, please let me say how refreshing it was to read your thoughts on handwritten notes. Not only are these cherished by the recipients,they provide the sender with the opportunity to do something very few others would do. In this era, one is hard pressed to even hear the words thank you let alone receive a note containing the sentiment of appreciation. Those who use the art of handwritten notes are sure to make an impact - a positive one!

I learned the value of writing notes from Mike Abrashoff's book, "It's your ship: Management techniques from the best damn ship in the Navy." However, I didn't address the notes to my workers. I sent them to their parents (or grandparents or other important adults in their lives). One of my sailors stopped me in the passageway and, with tears in his eyes, thanked me for the note I sent to his mother. "It meant a lot," he said.

I wrote to their loved ones, telling them how much I appreciated this person's service to their country and highlighted one or two qualities I found notable (and everyone has something wonderful about them, no matter how much I may not personally care for them). But you know what? Writing those notes made me change the way I felt about them, too.

Thank you so much for the tip you gave on improving morale on teams. The article boosted my spirits just reading this. I love to make cards and notes so I cant wait to apply this.

Thanks again,
Sincerely,
Candace Lykken
Guest Services/APSA

Aesop’s tale of The Fox and the Lion, provides us with the adage that Familiarity Breeds Contempt. Such a tale is still relevant in today’s office, as sometimes we forget the little niceties of life which our mothers drilled us in, such as saying “thank you” or helping others without needing to be asked or expecting anything in return.

And especially in today’s internet, computer and e-mail age, people often forget about the intrinsic value of a handwritten note. Personally, I have a supply of custom stationary on excellent paper, and a fountain pen filled with permanent ink to give occasional thank you notes and notes of appreciation that personalized touch, which I have found people value more than a simple e-mail.

Thank you for sharing this with us. I do hope that more people will remember that a return to basics sometimes is even more effective than the most advanced technologies.

We recently created LoveYourPeople™ mini note cards
that we use around the office. In particular, I love handing out
the one with the Margaret Mead quotation. It’s inspirational
and as a manager it’s a simple way to thank my team when
they do great work or go beyond expectations. Recently when
several colleagues stayed late into the evening to finish a
project, I left the cards on their keyboards before they arrived
for work the next morning.
http://www.givemore.com/LYP-Mead-mini-note-cards-P40.aspx

Excellent idea Ms. Kanter -- I was especially taken by your suggestion to tell each person specifically what you value about them as colleagues. In my experience, high performers (the "Stars" in an organization) find little worth in generic praise. They want specifics. They want to know that their superiors are able to precisely identify what makes them unique -- and uniquely valuable. So the more specific you are in your thank-you note, the more effective your action with these high performers.

I fully agree with the idea of written notes of appreciation. Even sending a personally signed birthday card would make one feel important specially in a big organization. Simple words of appreciaion such as thank you or even just a smile to the security guard, janitor,or office clerk would somehow make them more receptive and in time they would remember your name and greet you when they meet you in the morning and on your way home at the end of the day.

There was nothing new in what Rosabeth mentioned. This has been a part of the system, custom, and procedure in Asia since long, especially in India & Japan. Only thing is it comes from the heart here and there is spontaneity in it. It is not used as a substitute for monetary rewards.

Happy holidays & New Year

Shyamsunder Panchavati

Let me offer another fervent agreement to the current list. I very much agree with all that was written by Professor Kanter, but I confess to be one of her greatest fans and students of all that she writes.

Please also let me thank you for this brief, yet powerful article, it is greatly needed in our culture (if not around the globe).

I have written notes for more than thirty years in every position that I've held. I write them to my bosses as well as to co-workers and those who appear lower on a chart. There's no distinction for me, they're all people and I just write words which are sincere and grateful. For the past two years, I've started writing daily thoughts about a paragraph or two long and emailing them. As much positive feedback as I've received for them, I still, however, continue to sign personal "sticky" notes on hearts and stars eavery few days or when the occasion seems appropriate. I'd love to do it daily, but they would then not be as "special."

Again, thank you all for my continuing education reading your welcome words.

Kindest and warmest regards,
Richard M. Nesta

I worked in an organization where the CEO would jot a personal note to each employee on their anniversary. Granted his personal assistant had to have the list of who was having an anniversary that month for him as well as the notecards but he was very good at remembering the hire, little events that had happened in the time since hire etc. Additionally each employee received a small gift certificate to the mall.
He also made sure to go to each employee ( 50 + ) every Monday morning to say "hi" "what's going on?" etc. Keeping in touch that way helped him keep his ear to the ground but also helped him remain as a "real" person as opposed to the mythical "boss."

Rosabeth,

Thank you for reminding all of us how valuable handwritten notes can be for boosting morale and making employees feel special. As a mid-level manager - a department head - I can honestly say that this type of recognition works spectacularly well when it is given to direct reports.

In consideration of the diverse beliefs among members of my team, I opt to send thank you notes at this time of year instead of holiday cards that show a bias toward one belief or another. With each note, I recognize that employee's contributions and particular talents that have helped me and the team through the year.

Many individuals have commented that they have never before received such a genuine sentiment in a greeting card or that my simple note means more to them than the parties or gifts from the company.

Writing personalized notes to a team of 13 isn't a particularly daunting task, and it falls at mid fiscal year, so there are plenty of positive events to use as touchstones. I enjoyed the process of reminiscing, recognizing, and making each card unique. I think it is as positive an experience for the writer as it can be for the receiver.

It´s amazing that simple gestures help not only to boost morale and make people feel better at job, but also will replicate on the day to day actions.

People feeling appreciated will have good rapport, and will be more helpful than others.

You never know what people can do for you, simple gestures help to keep windows open!

Thank you Rosabeth

This is not just a reminder but a wakeup call for supervisors, managers, spouses, children and parents and friends. In a world of turmoil the best way to engage employees is to get an emotional bonding and this is very much appreciated by every one. Emotional and pshchological bonding be it employees or even with our near and dear ones at home adds to the warmth in any relationship. We should never forget the human aspect of interaction as we could be so much used to computers today that we tend to take it for granted that we deal with human beings as computers.

I find even if I don't use a handwritten note, a few minutes with every one to listen to them (rather than I do the talking)makes them feel very much at ease.

In the Company where I was the CEO till 31st October 2008, we built up a very high employement engagement with this kind of engagement actions at different levels. Hopefully one day I am able to share this in an article.

Thank you Rosabeth for reminding us of the power of small gestures. I also appreciate Richard's point about 'simple random acts of kindness and courtesy' like holding open an elevator door for someone.

I learnt this powerful lesson from my father who recently passed away. He smiled with anyone who crossed his path and struck up conversations with random people he met, like shop assistants and taxi drivers. I have tried to follow him by smiling with people I come across although chatting up random strangers is a skill that I am yet to master... I found that, during trying times (like during my father's illness)when smilng was not easy, the people I smiled with every morning on my way to office, like receptionists and security guards continued to smile at me out of habit, reminding me to smile in spite of my worries.

Dear Rosabeth,
Yes, in these days of click & mouse or a SMS, a hand written note would always be welcome.It goes to show that I have time for you.
It is always great to read your notes & articles.

Regards

Air Cmde krishna Shankar

Thank you for writing on this subject. I found it an excellent piece and as you noted we already knew this but it's good to be reminded. I learned of writing notes of thanks and appreciation from my parents, both schoolteachers. I also find that emails work too but I make sure that I do personalize each one.I still carry notes with me from former people I worked with who sent such notes to me. These notes still evoke good memories and do create positive feelings. Thanks again.

And to one of the respondents re this era of "manners," perhaps you want to read Talk to the Hand by Lynne Truss. :)

This is a good reminder to us all that all we need is someone to show us some appreciation and thanks for the little we have done to help. I have worked in an environment where managers and surpevisor don't bother, or look way when saying thanks, and you can tell is not from the heart. All they have is their position in the firm.

I am now putting this to practice (showing my appreciation) for the past years and has become part of me, it does not cost me anything but give me a lot of joy to see the smiles on their faces.

When looking to be understood and to build a relationship at work, it is very important to show kindness, honesty, genuineness, and humility to others. Many times when people get in high executive positions they forget their human side and start treating others as if they were members of another species. Regardless of a person's success, job, or career it is always good to treat others with good manners and respect, especially people who work for you.

I agree that a personal note might show compassion as well as a sense of caring towards another person. It could be the start to relationship building, good communication, and better job performance. I am a strong believer that CEOs should do their best to have a good relationship with their employees from the top to the bottom of the organizational chart. One the other hand, notes, whether they are hand written or not, should be given to employees at least once every two months. Furthermore, notes should not only be given during difficult times but also when times are good. It will show a genuine interest to the employee and YES boost thier morale.

Another way to show your staff a sign of appreciation is by giving them a special treat during the staff meetings, such as, buying a special desert, a small souvenir, or a free movie ticket, depending on the size of the staff. Sometimes companies get free tickets to baseball games, theater shows, concerts, boat rides, among other things. If possible, those tickets could be given the employees as a sign of appreciation as well as motivation. The organization for which I am currently working gives their employees tickets for various events. For instance, they have given out tickets to the Yankees games, NYC boat ride, concerts among.

Small gestures are indispensable to showing appreciation. All managers and supervisors should adapt ways of showing to show their appreciation to their employees in order to l make the staff feel better about themselves and their performance at work. Research has shown that people who are happy at their job will perform better.

I wonder how many of you had a supervisor who gave you a hand-written note, as a form of appreciation for your job. If so, how did you feel about it? Did your relationship with this person changed?

Yes, you right, absolutely right, personal expressions of appreciation are incredibly important in all areas of life but ...

... when employee satisfaction is such a neglected area of management couldn't we (especially the business schools) think a little (maybe a lot) more imaginatively about the many simple ways of expressing care for others.

Noting how small "Employee Retention" is in the blogs tag cloud demonstrates my point about a neglected issue. At least I think it does!

I agree with this. To this day I remember a one sentence note on a salary increase letter I received from one of the senior staff managers “thanking me for my effort and service.” I was actually shocked to see that in the letter. It meant a lot to me. I was so impressed by his effort, that I adopted the practice when I became a manager and included a short personal note with every salary increase letter I sent out.