I recently received an email from an employee that I recognized for his recent promotion. He acknowledged that he appreciated the personal contact from me as CEO and said, “You know, people sometimes forget how impactful the small gestures can be.” It reinforced why I continue to do this.
I’m often asked what it takes to create and maintain a strong culture where people like to work and do business. My answer is it takes a lot of “little things” to build a strong culture, but only one bad thing to destroy it. Too often we forget how important the little things are that can add up to something “very big.”
I intentionally and consistently do the little things to show I genuinely care. Here are a few examples:
- Sending cards – for all the things that matter.
I’m a card sender. I make it a point to send personalized cards to customers and employees recognizing important events in their lives. Now with 900 employees, the card moments have multiplied and I now have a drawer in my desk with stacks of sympathy, thank you and congratulations cards. I know it’s the personal note that I take time to think about and write that really matters the most.
- Creating “Crockpot Row.”
When we designed our new headquarters, we included a space that we fondly refer to as “crockpot row.” I point it out on our tours. While it looks like just a long countertop with many outlets in our administrative area, the significance is much greater. It demonstrates our support for informal luncheons and get-togethers. Our employees even developed a Marco cookbook that includes recipes for some of the treats people share. The cost was minor, but it’s a good example of a small thing that sends a positive message. - Rewarding with small gifts.
When I hear about employees going above and beyond or receive a nice comment from a customer recognizing their efforts, I make it a point to let them know I’ve noticed. I often send a personalized note with a gift card to show my appreciation. You get a lot of mileage out of doing this. - Recognizing awards.
I call each of the employees who have been honored with our quarterly C.A.R.E. (Customers Are Really Everything) Award to personally let them know the significance of what it means. I congratulate them for their specific achievements and thank them for being a positive contributor to our team. - Support their kids.
You’ll often see Marco’s name in youth sport and activity programs – and it’s not just because it’s a good marketing opportunity. I know the ad means more to the parent (usually a Marco employee or customer) than the dollar value of the check we write. We want to support their kids because it matters to them. And, it demonstrates our support for employees to be active in their kids’ lives. - Random acts of appreciation.
I enjoy randomly doing things for employees when it’s not expected. When I see someone from Marco out for lunch or dinner, I always try to pick up the tab for the entire group as my way of saying thanks for being a part of our company.
Not any one of these little things creates an award-winning culture. When done consistently, they are an important part of creating a workplace where people feel valued – and that adds up to something much bigger. I think we all realize it’s the littlest things that mean the most in any relationship. So don’t forget that the little things do mean a lot.
