Have You Thanked Your Employees Lately? By Carmen Daecher

Thank you. Two words easily said. Sometimes they are the least used and most forgotten. Why?

As motor carriers we live in a sea of rules. DOT, EPA, FDA - the list goes on and on. And plaintiff attorneys and juries hold us accountable to abide by these rules. The fines are steep if we break these rules.

Because our operations are so rules-dominated, our style of management gravitates to "living by the rules" and disciplining (punishing) those employees who break these rules.

You also have to manage risk everyday. Employees who are involved in accidents, if they are preventable, receive appropriate discipline in line with our rule abiding mentality.

While it is understandable and appropriate to hold people accountable for their behaviors to these standards, there are even greater standards that we should remember. Those are standards of living, or principles of life. Standards by which we assess our lives; how our characters are defined. Standards through which we are perceived by others. Don't these principles of life apply to our companies as well?

I believe they do. Respect, caring and sharing with fellow employees, passengers and the general public are translated into organizational concepts such as recognition, empowerment, and responsibility. In many ways, we have more to be thankful for because of our employees' consistent use of positive principles of life on the job. Day in and day out the application of these principles translates into comradery among employees and excellent service to our customers. From where I am sitting, there is no question that the celebration of these behaviors are as important as the correction of unacceptable ones or discipline for the breaking of rules.

So how do you celebrate behavior? Do you ever tell your employees how much you appreciate them? Do you pat them on the back once in a while? Do you help them when a situation presents itself? Do you know their spouse's name? Their children's names? Do you know the date of their birthday?

Celebrating good behavior is a combination of recognizing a person's presence and their value. It can be done in little ways or big ways for deeds big or small. But the recognition of a person's good work is the recognition of the person. And the recognition of a person and his/her work is a powerful motivator.

Personal direct recognition enhances a person's pride and self esteem. We all want to feel good about ourselves and what we do but only when someone else say "good job" can we validate our own feelings. And it gives us the motivation to do things better and better, or at least as well as we have been.

So discipline those who deserve it for unacceptable behavior but recognize those who perform well. From where I am sitting, you will do more backslapping than any other type. And ultimately that makes what we do worthwhile.

So how do you celebrate behavior?

• At least once a year the owner or the general manger should sit face to face with each employee and thank them for their efforts. They should ask them what the company can do to improve. And they should respond to any suggestions they receive.
• Get out and walk among your employees. Say "Hi" spontaneously. Ask how their families are. Just be a regular guy.
• Send a birthday card to each employee.
• Have employees talk about their experiences regarding a difficult or unusual situation, or their service for which they receive an exceptional commendation at your next safety meeting. Celebrate their good behavior by recognizing it among fellow employees.
• Post laudatory letters in conspicuous places or publish them in your newsletters.
• Have coloring contests or some other type of event to include employees' children in the company. Give McDonalds coupons or some other type of prize for the best entries.
• Have a company-wide picnic or banquet.
• Give pins, patches, or some other small token of appreciation for good performance that can be worn and displayed with pride by employees.
• And (in case you thought I might have forgotten) provide some monetary rewards whether cash or trips or meals with wives. This is last on this list intentionally. Money is not the best reward - personal recognition is. Money only adds depth to direct personal recognition by you.

If you have other ways that you celebrate good behavior and performance, write to Bus Ride and let us know about them.

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