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It was a business trip like so many others.
I was a regional operations manager at that time, making a routine visit to a big city operation in the Midwest to do an engineering audit. I was scheduled to meet with the local ops manager.
I knew Jeff, and I knew his work. He was good, and he cared. I didn’t expect to find anything problematic, except perhaps a variance or two from standard operating procedure, which was not all that uncommon in good performing operations.
So, in working through the audit with him, I did not expect to be surprised.
Until he surprised me.
It was the last day of my visit. As we were wrapping things up, he told me he wanted to show me something. He opened one of the drawers in his desk, and pulled out a small, folded piece of stationary paper.
I knew immediately what it was.
Years before, I had handwritten a note of encouragement …
He said that note made a real difference for him. He had saved it; he told me he still reads it from time to time…
He just wanted to thank me before I left for the airport.
* * * * *
Fast forward, several years.
I am now at a different company, in a different Midwestern city. I am delivering a seminar to mostly front line managers, and we’re in the middle of a discussion when the office receptionist interrupts and tells me I have a phone call. When I asked her to take a message she quite uncharacteristically firmly said that I needed to take the call, now. A bit flustered by this point, I called a break and followed her out.
It was the Senior Vice President. He was calling to let me know that I was just named as one of the recipients of a rather prestigious company award. He wanted to simply call and congratulate me on my achievement.
When the session regrouped after the break, one of the managers asked me what the important and urgent call was all about…
* * * * *
I’ll never forget the reaction of the managers in the conference room.
Jeff had saved, for years, that small, handwritten message of encouragement.
It was just a note.
It was just a phone call.
johnponders 
John,
For years, I kept a refrigerator magnet in my car, stuck to the center console so I would see it all the time, that read:
“No one notices what I do until I don’t do it.”
You’ve likely heard this before. I’ve seen it on coffee mugs, bumper stickers, even one of those mock motivational posters. The fact that someone took the time to produce and sell a refrigerator magnet tells me LOTS of people identify with this!
From this observation, I concluded two things:
1. Many managers don’t have or take the time to notice what their staff are doing and thank them for doing it.
2. Getting paid for doing one’s job isn’t thanks enough for many employees.
Not rocket science, of course, but important nonetheless.
From this, I also resolved two things:
1. If I ever have people who report to me, and they identify with the above quote, then I will consider myself a failure as their manager.
2. If I ever feel this way myself, I can either keep my manager informed of what I’m doing, or stop desiring that recognition. Drinking from a sympathetic coffee mug will only make me bitter.
Those little notes, the little phone calls, asking people what they’re currently working on or if there’s anything they’ve done recently that they’re really proud of, or had particular difficulty with…these interactions can make all the difference between a fruitful and a frustrated employee. They can also completely change the culture of your office or your team. And I’d be willing to bet they can also improve the quality of your product or service.
What I haven’t figured out is why those notes, phone calls, and conversations are still so rare.
Stephen, I’ve not heard that line before! It’s a good one! Although depressing … You are spot on when you say those interactions can make all the difference…
Everybody likes to be recognized, yes?
I love this posting! It is the simple things that really make all the difference.
Seems so, Kim … everyone can relate!
Nice story.
I have a few that I have kept for many years. Taking time to provide that type of personal feedback goes a long way.
David Scurlock http://www.linkedin.com/in/davidpscurlock
Nice Story! Taking a few minutes to provide personal feedback goes a long way.
Yes yes David! And I want to see those few that you’ve kept for many years! How cool is that!
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