Recognition of Good Works with Marc Haine

15 Apr 2024 · 1 min

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In this segment, Marc Haine stresses the critical role of promptly recognizing and rewarding good behavior in the workplace, especially in customer service. He argues that failing to call out bad behavior allows it to persist, while timely, specific verbal praise—rather than monetary incentives—reinforces desired actions. Haine illustrates the approach with a concrete example: publicly acknowledging an employee named Donna for her kindness to a customer, highlighting the exact behavior to be repeated. The key takeaway is that recognition must be immediate, behavior‑focused, and specific to effectively encourage repeat excellence.

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If you don't call out and recognize bad behavior when it happens, it'll just keep on happening. So, I think it's essential that when you have somebody who does something good that you recognize and reward them. And the reward, we're not talking start handing out $50 bills. I'm talking about simply pulling, Donna, I just saw how you served that gentleman. Man, what a great job! I really love how kind you are with your customers. What do you think Donna's going to do the next time? So, it's important that the recognition part of it, recognize excellence, recognize when people do things well. It's really important that you do it in a timely fashion and you make it— it's not, hey, good job, is not good enough. Make sure that it's really specific to the behavior that you want them to repeat.