Employee, I praise thee!

So you’ve heard me going on about my amazing experience at Disneyland.  (Yes, I’m going to milk this experience for all it’s worth.  What can I say, lessons in HR are all around us!)  But it wasn’t all about the service at D-land itself, the resort area hotels themselves seem to really help lock in that overall “I heart Disneyland” experience. 

A shout out to the hotel I chose on a coworker’s recommendation, the Sheraton Park Hotel in Anaheim. The staff was super helpful with all my questions, approached me when I looked confused, offered tour suggestions when I was poking through the brochure board, finished my sentence for me when I asked to switch to a room by the pool bar, even came and got me at the hotel lobby bar when the airport shuttle showed  up… I mean c’mon, I had to watch what I could of the Germany vs Argentina World Cup quarter-final game.  All around, impressive service. 

Upon leaving, I ran up to the concierge desk and asked “who could I contact to let them know about my great experience?”.  Perhaps, say, a manager I could speak to?  They then handed me one of those generic comment cards.  While my intentions were good, I still haven’t filled out that puppy. 

At least the staff that I personally thanked know I appreciated their service.  For those that weren’t on shift when I left… tough. 

Can we find simple ways to say “thank you” to someone who has offered good service?  Better yet, can we say thank you so that their higher-ups know about it?  If you spent so much effort making a good service experience and generating a return customer, why not make just a little more effort to ensure that your staff are appreciated for the hard work?

And please, make it easy for folks like me to submit that feedback.  That comment card lay at the bottom of my purse so long it became a tattered mess I had to throw out.

 Helen Luketic is the manager of HR metrics & research at BC Human Resources Management Association.  Besides editing this blog, researching and running the HR Metrics Service, she is busy working on a policy which would allow her to wear her Mini-Mouse ears to work.


3 Responses

  1. Often times, I will find the specific employees that went out of their way to make my experience great and reward them with a small monetary donation.

    • True, tipping is always an important “recognition” tool. But to an extent that has become meaningless as an expression of recognition because tips have pretty much become an expectation.
      If someone has really gone above and beyond, I would like to tell their employer about it so that hopefully their next performance review is a great one, perhaps they’ll qualify for a salary increase or even receive a promotion.

  2. I have to say, when I was in customer service, someone went to my manager and told them that they thought I did a fantastic job and hearing that from my manager was so rewarding. So I get what you are saying, Helen.

    I feel for people in customer service sometimes because even the greats don’t get enough positive reinforcement and no matter how good you are, you definitely get negative reinforcement at every turn. It must be an uphill battle to stay motivated all the time.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )


Connecting to %s

%d bloggers like this: