Devoted to Managers and those that seek to improve their management skills

Have you ever noticed when many businesses get their feedback from customers, and the executives communicate it to their workers, the great majority of time it talks about the failures of employees in relationship to the customer.

This is really a poor exercise, as I've really never seen it accomplish what its purpose was meant to be: to improve customer service. Rather it gets the crew ready to point fingers, make excuses and assign blame. Overall it is very demoralizing for the workers.

Rather than do that, why don't we start to use these to find out what the employees are doing right, and praise and reinforce that behavior. It is much more efficient and valuable to hold up those that are performing great customer service, so that what is being done can be held up as an example and encouragement to others.

There are some that feel this is too wimpy and supports poor behavior and decisions. I couldn't disagree more. What it does is create a culture of serving the customer with the attitude that the worker is on a winning team that kicks butt.

I've seen companies that point out their store reviews are coming up, and every time there is a huge tension and discouragement in the workplace as employees dread the news that is always portrayed as bad.

Don't you think that positive reinforcement is much better than always telling everybody how poorly they are doing? Watch it when you see families that give encouragement to their children all the time versus those that always tell them how bad they are doing. That same principle works in the workplace with employees. I hope that you accentuate the positive with your workers.