Please tell me I didn’t just see that.
Yesterday I was at a local office store, waiting to pick something up from the copy/print center. Behind the counter, two employees, Dustin and Tina, where feverishly working to complete the orders of the people in line in front of me.
I had worked with Tina before, and she is a true rock star. Any business would be happy to employ her. She’s knowledgeable, friendly, efficient, and just a pleasure to work with. Maybe that’s why this recognition fail was so profound to me. Tina deserves SO much better.
Tina had come up to the computer at the front counter. She was working on something for one of the other customers. You could tell by the look on her face that she was deep in thought and concentration.
At that moment, a young man in Manager-type clothes walks up to Tina with a piece of paper. He starts talking to her with little regard for the work she was already doing. I was standing pretty close, so it was pretty easy to hear what was being said.
Manager – “Have you seen this?” (showing the paper to Tina)
Tina – (while still trying to work) “no, what is it?”
Manager – “You were mentioned personally on the President’s list.”
Tina – (1/2 looking at the paper, 1/2 looking at the computer screen) “Oh, uh, okay.”
Manager – (as he walks away) “You can keep that one, I’ve got another one for the break room.”
Do you feel that knot in your stomach? That’s a completely wasted recognition opportunity. Kinda makes me sick even to think about it.
Even more so, as I observed Tina just after that, she looked confused and a little annoyed. Last time I checked, those were NOT the emotions people should feel when they’ve been recognized.
Then again, I cannot really qualify this as recognition. At best, it was a drive-by-manager-doing-his-duty. I don’t know what the “President’s List” is, but I bet the recipient deserves better than a photo copy and an interruption.
Probably the hardest part for me to fathom, was the look on the Manager’s face as he walked away – the look of total managerial satisfaction. Yes, it does feel good to recognize others and to praise their accomplishments, but he did neither.
But he doesn’t know he failed, at least not yet. My guess is that it will be years before he has the managerial maturity to know that what he just did was about as far from effective recognition as you can get. Even if Tina’s performance fades or she leaves, he probably won’t equate that to his actions. And that’s too bad.
So what would you have done differently? If you were this manager, how would you have recognized Tina for appearing on the President’s List? Email me or leave a comment!
Thanks for reading!
About the author: Along with his business partner, Scott Brown, Matt has helped develop and launch Lessons In Fun – an all-new business training seminar where the world’s greatest theme parks become your classroom. Click here for more information. Registration for our session in Feb. 2015 is now open!