The Art of Saying Thank You!
Today, I had an appointment to have my blood drawn in preparation for my semi-annual physical examination scheduled for the following week. After waiting with about six other patients for my turn to “get stuck,” my opportunity finally arrived. The rather “stand-offish” technician called my name and pointed to the chair in which I was to sit. No smile, no introduction, no welcome, just taking care of business. When she asked me which arm I preferred she stick, I suggested whichever arm she felt would be the easier one for her. She selected my right arm and methodically penetrated my vein on the first attempt, and quickly filled the four empty vials with my blood. After she bandaged the miniscule wound, I looked up at her, made eye contact, paused, and said, “very nice job!” My comment took her completely by surprise, and the big smile that came across her face and the enthusiastic, “why, thank you” showed me that she greatly appreciated the compliment. She was obviously not accustomed to receiving compliments for doing her job. Her complete change of attitude toward me following my praise was very evident.
Like many dentists, I would have to work at complimenting my team members enough, and showing appreciation for jobs well done. My greatest satisfaction came when I would schedule a meeting with a well-performing employee, and then say the following: “Sally, I just wanted to take a minute to let you know what a great job I think you’re doing keeping me on schedule in the operatories. I know things have gotten very busy, but you always keep your cool.” I would frequently conclude with the presentation of a bonus check or a gift, in recognition of her excellent performance. The positive feedback is much more important than the check, but combining the two makes for a wonderful “thank you.” I’ve read numerous articles on the logistics of giving negative criticism to employees. I don’t remember ever reading suggestions for giving positive feedback or criticism. So here goes:
1. Set a schedule to regularly recognize team members deserving of special praise
2. Set up a time (just 5-10 minutes is enough) to chat without interruption
3. Consider accompanying the praise with a gift or a bonus check
4. Be specific about the behavior you are complimenting
5. Be sincere
6. Be brief
Once you’ve experienced the positive vibes following a session like the one I described here, you will seek future opportunities to do it again. Repeat often…
Dr. Mike Goldstein
Goldstein Management