Celebrate the Carrot or Stash the Stick?
Oct 13, 2023Have you ever encountered a service experience so outstanding that you wanted to immediately write a letter?
This happened to me this week with an amazing banker named Sandy. In the process of selling a vehicle and called the bank that I had my loan with.
I tried three branches earlier and could not have a legitimate conversation with anyone. Sandy however was kind, cheerful, and so helpful. She walked me through the steps and focused on answering all of my questions. She was not rushed, distracted, or too busy to help me. She remembered my name, my details, and my request.
I shared with her a little of my background and my deep appreciation for people who “DO”.
I then asked who I could contact to share and show my appreciation for her service orientation and delivery. She told me that she didn’t need the recognition. She is happy enough when she helps others.
I insisted and was told to go to their company’s website to add a comment on my experience. After scouring the website, I still can’t find the place to celebrate her.
She also shared that her organization asked each banker to keep track and record all negative comments. Although nothing would be done with them, they had to monitor. I asked if they recorded all positive comments, and they did not.
I suggested a new way of thinking.
KEEP TRACK of all the good things that they were doing, and then “DO” them more often.
Have a challenge within the branch to see who could service their customers the BEST.
I hope they now consider this and lead with the “CARROT” and not “THE STICK”.
REWARD those who go above and beyond. RECOGNIZE those who are exceptional. APPRECIATE them in ways that they want to BE CELEBRATED.
Keep writing those letters and commenting when you experience exceptional people. It makes a difference.
Celebrate the “carrot”.
