Inside the Magic Kingdom – Lesson 6

Several years ago I read the book “Inside the Magic Kingdom” by Tom Connellan for a project I was working on for a client. Recently I picked up the book again and had a hard time putting it down!  There is so much wisdom in this book on how to provide extraordinary customer experiences every time.  For the next seven weeks I am going to share with you the seven lessons outlined in this book.  At the back of the book Tom has provided questions for each lesson that each reader can apply to their own situation and I will include them as well. The book gives the readers permission to use the information provided proper credit is given to the author. 

Continued from previous week…

LESSON 6

Reward, Recognize and Celebrate

One of the deepest human yearnings is to be appreciated.  The books highlights that a lot of organizations go through the motions of recognizing people but only a few make it part of a system.  Often companies spend more time pointing out mistakes than achievements.  This can greatly affect morale.  Recognition is about appreciating and acknowledging that someone has done something special.  Years ago when I worked in a manufacturing plant we implemented a system where employees would give each other a pin (shaped like a star) when they did something special for another employee.  At first people were a little reluctant to participate and once they started to see the visual chart we created, things changed.  It was the incentive to help get everyone on board.  Some of the things people did for each other is drive someone to the subway on a cold evening, offer to babysit when someone had a doctor’s appointment, bring someone a coffee who was having a bad day…. it worked to build a stronger team.  We had created a structure with guidelines that encouraged recognition.

Questions for discussion with your team:

1. How often does good performance go unrecognized?
2. In general, what’s the positive-to-negative feedback ratio in our company/plant/department etc?
3. How could we improve that ratio?
4. What is your individual ratio of positive-to-negative feedback?

For the summer months I thought I would like to share with you some of the great articles written by my Alliance Members.  Please enjoy the following article submitted by Sharone Bar-David:

Successful Delegation

Sharon works with managers to become more effective leaders.  She realizes how difficult it is even for seasoned and capable people to delegate, and how, when they do so, the process often goes awry.

Below are some tools for delegation that maintains the sanity of all involved, avoids micromanaging, and definitely curtails the habitual “it’s easier to do it myself” approach.

Oddly, the principles of successful delegation apply equally well at work and at home with your partner and children.

There are two stages to any good delegation: the Set-Up phase (where you set up the assignment), and the Execution phase. In the Set-Up phase, ensure that you free up time for the conversation. Make it a focused discussion, not an on-the-fly process. Attention at this stage will pay off in spades later. Consider doing the following:

1. Contextualize. Relay why this job is important and how it fits in the larger scheme of things.
2. Define the Results. What’s to be done & when. Focus on WHAT, not HOW.
3. Specify Resources. The resources (technical, human, financial, training) that the person can access while executing the job.
4. Parameters. Convey limitations and potential hazards that may impede success.
5. Set Standards. The standards that will be used to measure success.
6. Define support. When and how you will be available to support the person and when are the expected check-in points.
7. Negotiate. Adjust the above based on person’s feedback.
8. Get commitment. Ensure understanding, confirm expectations.

In the Execution phase:

1. Follow up. See how things are going, at the times defined in the plan. If you over-do it, you’re micromanaging.
2. Evaluate and correct. Make necessary modifications and offer suggestions as needed.
3. Cheerlead. Express satisfaction and demonstrate appreciation for a job well done, even when not yet complete.
4. Reward. And do so both publicly and privately.