Gratitude: Business Complacency or High Return? #peopleskills
by Kate Nasser |
Gratitude in Business – Is It Mainstream?
I recently delivered a keynote to the International Association of Administrative Professionals (IAAP) on appreciation in the workplace. One admin noted that the company she works for abolished the celebration of Administrative Professionals Day.
I could see the hurt in her eyes. It was more than just a slight. To her, it meant, “you don’t matter”.
To me, it raised the question — why do leaders still shy aware from showing gratitude?
There are signs that gratitude is infiltrating the mainstream of business. We read more and more about brands using heart marketing to connect with customers. Frequent customer programs are designed to show gratitude for customer loyalty.
I caught up with inspirational speaker and sales coach, Dave Moore, to get his take on gratitude. The crux of his view …
“One of the biggest secrets in selling is to show gratitude for the deal. It builds a connection between you and your customer. Customer loyalty is built on gratitude for them being your customer. Loyalty is more important than customer satisfaction. Loyalty only grows through the connection. When a customer feels connected or included, that comes from you being grateful to them for putting their trust in you and your product.”
He offers one strong piece of advice: “Gratitude is an activity not just a response! Actively show gratitude.”
As Dave and I spoke, I saw many parallels between gratitude for customers and gratitude to all involved in the business. Gratitude does not demotivate or make people complacent. It draws people in with greater interest for greater commitment.
Gratitude: The Investment That Pays
Gratitude and appreciation in business — for employees and customers — is a modest humble investment that yields infinite return. So what stops leaders from showing gratitude?
- Fear of seeming weak. If they thank others, will that say they need others? Well leaders, it’s time to accept the truth. You cannot and don’ t do it alone. So let others know that they matter! It shows your confidence not your weakness.
- Fear it will make others weak. Some leaders are stuck in the old Theory X — believing that employees are naturally complacent and lazy. Well leaders, the research on gratitude is against you. Showing appreciation to employees doesn’t reduce commitment; it strengthens it.
- Fear is time wasted. These leaders assume employees are committed since they are being paid a salary. On that basis they believe time spent to show appreciation and gratitude is wasted effort. Well leaders, assuming employees are committed for salary earned, overlooks one important detail. Those employees can also earn a salary someplace else. The result is a talent drain to the highest bidder. Quite a foolish mistake given that gratitude is a no cost way to build commitment and loyalty.
Leaders, here are 6 more reasons why leaders don’t show gratitude. Have you fallen into any of these needless traps?
Even if your leadership doesn’t show gratitude to you, you can break the power of indifference with the infinite power of appreciation. Make gratitude mainstream in business. Make gratitude a daily attitude.
From my professional experience to your success,
Kate Nasser, The People Skills Coach™
The Simplest Reason to Show Gratitude to Employees
Be Grateful More Often on Harvard Business Review
Leaders, 12 Worthy Kudos to Spark Employee Engagement
©2013 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email firstname.lastname@example.org for permission and guidelines. Thank you for respecting intellectual capital.
Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results. Kate also invites you to connect with her on Google+, LinkedIn, and Twitter. She welcomes your interaction!