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.