We all love to be recognised. It’s fact of life, it makes us feel proud, stand tall and harbour feelings that transport us back into our school days. Recognition manifests itself in three main forms. Workplace, academic based and customer based. Too often these days we are victims of arduous work deadlines that force fake recognition which is used to show up our colleagues who have not delivered. This naming and shaming really gets me down but this culture is becoming far too much the norm.
Genuine recognition is lacking as Austerity is prevalent, cutthroat tactics bed in, people are trampling over one another to be heard, kept in work, get ahead and be be promoted.
It’s a crying shame that we don’t always support, build up and champion one another. In the long term this behaviour has a detrimental impact on business. I am a firm believer in employees needing to be in love with its organisation for clients to fall in love with it too. We need to dedicate more time to being human and kind in the workplace. This in turn will have positive impact in the long run and flourish the business.
Happy workforce promotes genuine and excellent service. An example being good old Marks and spencer. A company rigid and unwavering in its core values. This company for me will not dilute its brand and for me this is hugely admirable. I used to run restaurants and operated by the same ethos, despite hitting a recession and battling cut throat competitors that could deliver cheaper offers with cheaper paid staff. I stayed however true to myself till the bitter end, and bitter it was….
Since then, my values have remained the same. I operate with high amounts of intergrity and honesty. I adore my staff and build them up and develop them. I am a fighter of inclusion, diversity and have a thriving and tolerant team. It goes unnoticed as higher managers are more concerned with bottom line profit and retaining business. I of course get all of this, but vehemently persist that people are the core.
Going back to Marks and Spencer, in my local store, there is a woman named Jenny who works on the same till both Saturday and Sunday. Shopping in M&S is always a pleasant experience. Quality goods and service. Jenny is service excellence in a nutshell. I am sure she serves hundreds of customers but she still remembers me, who I am, and asks after the family she’s not met.
I regularly regard the empty self- scanners and Jenny’s knee deep queue and for me this says it all.
As good old Richard Branson says, “Respect is how you treat everyone, not just those you want to impress.”