Collector - August 2017 - 25
"Every month we do something to let employees
know how much we appreciate them and that we
understand the pressure of the work they do. We
want them to continue doing good work."
Small tokens can add up too. Managers
might start by giving employees cards
on their birthdays and annual work
anniversaries, and sending flowers when
someone on staff welcomes a new child or
has to go to the hospital. When a collector
receives a compliment from a consumer,
recognize them for it. From there, you can
build up to more creative efforts.
For example, North American Credit
Services celebrates Mother's Day on its
corporate campus by inviting all the
mothers on staff to meet up for muffins and
coffee, and gives them roses to boot.
"Every month we do something to let
employees know how much we appreciate
them and that we understand the pressure of
the work they do," said NACS CEO Dallas S.
Bunton Sr. "We want them to continue doing
Conklin said she's also noticed that
the younger generation today appreciates
"flair" for their cubicles, such as
certificates of appreciation, trophies and
laminated "employee of the month" cards.
These small, simple things go a long way
toward helping employees feel recognized
THIS TIME, IT'S PERSONAL
There are lots of ways to measure employee
engagement levels, including performance
reviews, call audits and satisfaction
surveys, but probably the very best way is
to have regular, face-to-face conversations
with employees and ask simply, "How's it
going?" Employees who feel that their work
is truly valued and their voices are heard
are happier than those who feel like just
another cog in the wheel.
"The very first step is for managers to get
to know each person on their team," Conklin
said. "If employees are becoming disengaged,
there are tools you can use to reengage them.
But first it's about getting to know them to
identify and figure out the issue, and then
working to solve it."
Anne Rosso May is editor of Collector
MANAGERS, LEVEL UP!
GIVE YOURSELF A TRAINING BOOST
ACA International offers several management training
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in working with different personalities to maximize
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may not be paying
attention to what they are
saying to consumers or how
they process paperwork,
exposing your company to
serious compliance risks.
Employees value leaders
who are transparent and
demonstrate respect for
staff. Open communication
is key to earning trust.
corporate goals and tying
them to specific actions
employees at all levels
take every day.