At 5.00 pm one day, the Collection Executive of a courier company entered our office to pick up a package containing samples to be sent to an overseas manufacturer. As per standard procedure, the package had been kept open.

After he inspected the contents of the package, he sealed it and inserted it into the courier company’s self-sealing (peel-and-seal) plastic envelope, inserted the Way Bill in the pocket of the plastic envelope and gave us a copy of the Way Bill.

Then, he kept the peel-off strip inside his bag. In the past, I had seen Collection Executives from all courier companies leave peel-off strips on the table or drop them on the floor. I walked up to the young man and said, “I’m extremely impressed that you kept the peel-off strip inside your bag. Is this part of your company’s SOP (Standard Operating Procedure) for all Collection Executives?” He blushed and replied that it wasn’t part of the SOP, but he did it to avoid littering offices where waste paper baskets may not be easily accessible.

After the Collection Executive left, I sent the courier company’s Customer Service Head an email in which I described the incident and stated that, in my opinion, the Collection Executive was an asset to their organization and should be rewarded suitably. The next morning, I received the Customer Service Head’s email reply, thanking me for my email and assuring me that my feedback would be taken into consideration during the Annual Appraisal which would take place the next month.

A few months later, the Collection Executive was promoted as the In-Charge of the courier company’s new Collection Centre that was opened near our office. I cannot be sure, but I’m quite certain that my email had contributed in some way to his promotion.

Many of us complain vocally when we receive poor service.

It is equally, if not more, important that we appreciate extraordinarily good service and put in the effort to ensure that our appreciation reaches the organization’s senior management.

Let us be equally, if not more, generous with appreciation as we are with criticism.


46 thoughts on “Appreciation

  1. I loved that he had the civic sense to not litter! Appreciation sure does go a long way and we should be more genuine and generous with it!

  2. There are some acts like this one that ought to be incorporated into all SOPs.
    In addition to promoting the guy, this action needs to be perpetuated too.
    It was indeed nice of you to email the appreciation and the co. to take note of it.
    Such actions however small have long term benefits and they cost us nothing whatsoever!

  3. So important to acknowledge good service when you see it, Pro. I always make it a point to get names when I’m dealing with staff of service providers – so that I can give more personal feedback either way.

    • If it’s appreciation, I name the person. If it’s negative feedback, I normally do not name the person (except when the person has ‘acted funny’) because many organisations do not tackle the root of the problem, but make some junior person the scapegoat just to show they’re taking action.

  4. We are often very quick to identify poor service and complain about it. I like the idea of looking for the ‘value added’ component and giving the appropriate thanks.

    • Correct, Shilpa. I’ve seen this in the service industry. Service providers get demotivated when customers complain bitterly about a small lapse, but fail to appreciate a huge effort. On the other hand, a word or gesture of appreciation works wonders.

  5. An excellent post on a very important thought. Appreciation does not ‘cost’ anything. Major acts are always noticed and commended but its the simple or so called ‘small’ deeds that must be appreciated.

  6. An insightful deed indeed. Generally we are good at expressing negative emotions and fail to appreciate. A quote I have read “Three billion people on the face of the earth go to bed hungry every night, but four billion people go to bed every night hungry for a simple word of encouragement and recognition”.
    Appreciation sure has a positive impact.

    These days many relations fail due to lack of appreciation. Recently a sincere & hard working employee resigned from a well known organisation, the reason he told was management doesn’t consider the contributions done and all are treated equally during the appraisal.

  7. Let us be equally, if not more, generous with appreciation as we are with criticism.

    This should be tacked to boards in all homes and offices, schools and organizations.

  8. It was nice of you to acknowledge him and inform his superiors about it. It is always a nice feeling if something good happens because of our effort, whether it is big or small.

  9. I like your theme and the positivity surrounding the small everyday activites that we could easily do. It makes good read and i am waiting to read the rest of the posts through the course of this month.

  10. That was a great gesture…..I guess a small token of appreciation will keep alive the desire to do better :)….I am quite impressed with the kind of posts I find at your blog, everything with a dash of reality,thought provoking….. I am sure you are making small-big influences on the readers 🙂

  11. What a great thing for you to do! You really made a difference in that man’s life. It’s true that we are so quick to complain about bad service yet never appreciate a good one. Good job for not being like the rest of us.

    A Deecoded Life

  12. Appreciation where deserved always welcome. Some are just born with civic sense others just don’t care.

  13. So often we forget that it’s the ones at the bottom of the ladder who require the most help. And that the smallest good gesture is like a major lift. Nice work, PI.

    (Here via the A-Z challenge)

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