Toward the end of 2018, the year I left ERC, I was in the process of meeting with business partners and clients to express my appreciation for their support over the 20 years I was honored to have led the organization. The conversations were all bittersweet. I was excited about embarking on the next chapter in my life, but at the same time had a pit in my stomach as I was saying goodbye to so many tremendous people.
There was one meeting that stood out from the rest. It was with the CEO of a rather large privately held and very successful Northeast Ohio company. His organization had been a client of ours and requested project work from us on occasion. They were by no means our largest customer, but when they had a need, they would call us first. Toward the end of our conversation he asked, “Pat, do you have any idea why we kept calling your folks whenever we needed advice or had a project need?” Without waiting for my reply, he stated, “Because you always gave me a call and said thank you for the work. It did not matter whether we gave you a small or large project; I always got a call from you. You need to know how much that meant to me.” His statement floored me, as my calls to clients were just a natural part of how we conducted business. We truly did appreciate our clients’ business and did not hesitate to express our thanks. Maybe that is just another reason why ERC celebrated 100 years in business in 2020.
The pandemic has disrupted normal patterns of how and where we work. It may also be impacting relationships with clients as dependence on technology to communicate has certainly dominated, due to the need to physically distance. One thing that has not changed is the importance of acknowledging, appreciating and praising others. What also hasn’t changed are the many ways a thank you can be expressed, some carrying more value than others.
These days, an email, text, emoji or “like” may not be doing the trick of expressing a genuine thank you. It may be time to get back to some of the following basics to restore the personal approach to show your appreciation and gratitude:
Make a Call – There may be no better time to pick up the phone and make a call. Hearing your voice and the true sentiment of the thank you goes a long way. Go the extra step and do a virtual call, where you can actually see the individual.
Handwritten Notes – If you really want to make a lasting impression, consider a handwritten thank you note. It is significantly more meaningful than an email or text and sends a message that you took time out of your day to say thanks. Sure, it is a lot slower than an electronic communication, but its impact is priceless.
Surprise Them – Catch people off guard with your gestures of appreciation. For instance, providing more time off for employees when it’s not expected is a guaranteed way to express a meaningful thank you.
Say It and Mean It – Verbalize your thank you often and with meaning. Those two words truly resonate with your employees and customers.
Make an Investment – A great way to show appreciation for your employees is to make a continued investment in their career. This can be done through ongoing conversations about their job and career path. In addition, encouraging them to participate in job-related training or seminars reinforces your interest in their short- and long-term success.
Listen – Get to know what is important to your clients and employees. This is accomplished through active listening. Your time and interest will get noticed and interpreted as a positive approach that you genuinely care.
Actions Speak Louder Than Words – How you treat people, whether they are employees, customers, past customers or prospective clients affects your credibility. Treating people well and with respect may be the ultimate way of showcasing your gratitude.
Performance Reviews – The formal performance review process is an excellent opportunity to provide constructive feedback and to say thank you for a job well done.
Timing – The quote “Timing is everything” rings true when it comes to expressing your appreciation. Procrastination on delivering a well deserved thank you dilutes the message and can create a poor impression. Be timely in your feedback, and that expression of appreciation will be well received.
The holidays, just a few months back, were a great time to share thoughts of gratitude with family, friends, co-workers and customers. Committing to extending this spirit beyond the holidays is a great initiative, that if accomplished can actually change lives in a world that so sorely needs a positive lift.
Pat Perry is host of the national Success Wave podcast, business book author, keynote speaker, former ERC president, columnist and NEO Business Hall of Fame member.