Five Keys to Staff Recognition that Support the Fan Experience

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Donald Powers
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1 Five Keys to Staff Recognition that Support the Fan Experience

2 Happy Employees = Happy Customers Baudville Fan Experience PAGE 1 If you re a business, you rely on the patronage of your customers to keep the doors open, and customers flock to businesses where they have a positive experience. Businesses spend millions of dollars annually on their décor, marketing, product, and packaging to earn a returning customer. However, one of the best business practices to earn a loyal customer has nothing to do with how a storefront appears or what a company sells. It s how well a customer is treated, and your employees job satisfaction has a direct impact on it. If your employees are happy, your customers will be happy, and happy customers do more business! When customers are really happy with your company, they become more than customers: they become fans! By recognizing your employees and making them happy at work, you re going to give customers the royal treatment, and they will come back for it time and again. We call that the fan experience. In this ebook, you will learn our five keys to staff recognition that support the fan experience: Key #1 Reinforce Your Values Key #2 Recognize Ongoing Efforts Key #3 Celebrate Departments Key #4 Create Recognition Campaigns Key #5 Involve the Entire Team Read on for more information and to create a fan experience at your company! ABOUT BAUDVILLE Baudville, the place for daily recognition, continues to be the leading innovator in day-to-day recognition solutions. Baudville s day-to-day recognition tools appeal to today s increasingly diverse workforce with contemporary designs and relevant messaging, motivating and engaging workplaces world-wide. Baudville has been declared one of the best companies to work for in its area and strives to create the ultimate work experience for its employees. About hi5 Recognition hi5 Recognition provides the next generation in service awards and performance recognition. Utilizing our proprietary software, we create centralized total rewards programs that are intuitive, contemporary, and engaging. Firmly established in driving employee engagement and motivation, we have earned a position as the preferred method for recognizing today s multi-generational workforce.

Key #1 Reinforce Your Values Baudville Fan Experience PAGE 2 Your organization s values were created with a reason: to drive the behaviors that will achieve your goals.

The best way to reinforce your values is to give recognition on-thespot.

3 Key #1 Reinforce Your Values Baudville Fan Experience PAGE 2 Your organization s values were created with a reason: to drive the behaviors that will achieve your goals. When you provide positive reinforcement of your values, you ll see more staff living them every day. And as a result, you ll turn more guests into fans and more fans mean more business! The best way to reinforce your values is to give recognition on-thespot. Instant recognition is the most effective means to achieve repeat behaviors because the recipient clearly understands how they earned the praise. Recognition can happen either virtually with an online points-based program or with a tangible item. For an effective on-the-spot recognition program, equip managers, supervisors, and leaders with a collection of recognition items, like lapel pins, note cards, or tokens. When they witness a team member exhibiting a value, they should immediately present the recognition item. It s even better if the presentation takes place in public that way other team members see how to earn recognition! What It Looks Like At Taco Bell franchise locations owned by Desert de Oro Foods, Inc. in Arizona, recognition is regularly given to team members by management. Each district manager, director, and owner has selected a lapel pin of their choice. Managers and directors carry a small number of pins with them at all times and present them to team members who go above and beyond. The program is extremely popular! Team members strive to collect a lapel pin from each manager. Likewise, the Tampa Bay Lightning equipped its executives with a set of commemorative coins. Executive who witness memories in the making can present their coin to a team member. At the end of the season, team members can use their coins to earn additional recognition and rewards.

Key #2 Recognize Ongoing Efforts Baudville Fan Experience PAGE 3 When it comes to giving recognition, it s easy to spot the big achievements, such as a team member going above and beyond for a fan.

4 Key #2 Recognize Ongoing Efforts Baudville Fan Experience PAGE 3 When it comes to giving recognition, it s easy to spot the big achievements, such as a team member going above and beyond for a fan. However, we often forget about team members who deliver exceptional performances day-in and day-out. You can always count on these individuals for executing your mission flawlessly, and their role on the team keeps fans coming back again and again. Make sure they know it! Managers can keep a journal or digital document where they jot down notes about employee performances. Write down everything you notice even those that seem small! Recognize that consistent behaviors help the entire organization run more smoothly and provide a better fan experience. Provide managers with tools they can use to express their appreciation. When managers have a set of recognition tools on hand, they re able to write a note of thanks for an employee without delay. Your consistent performers deserve consistent praise, so it s essential that managers have the tool they need to give it! One of America s more popular convention centers hosts guests from all over the country every week as it hosts conferences and events. The team provides a positive experience for each group by consistently doing a great job. That s why the administration office keeps a Cheers Kit and Caboodle fully stocked with more than 100 recognition notes, ready for any recognition moment! Managers can quickly walk into the office, write a note, and deliver it to team members. The recognition is easy, memorable, and recognizes those ongoing efforts that make the convention center such a popular choice for meeting planners!

Baudville Fan Experience PAGE 4 Key #3 Celebrate Departments Your facility relies on the performance of multiple teams and departments to make events run smoothly and delight fans.

5 Baudville Fan Experience PAGE 4 Key #3 Celebrate Departments Your facility relies on the performance of multiple teams and departments to make events run smoothly and delight fans. Without each group doing its part, things would fall apart! By giving special recognition to each department, you promote teamwork within your organization and increase awareness of each group s unique contributions. Plus, it s a great way to build relationships and camaraderie between departments who normally don t work together! Hold your own recognition weeks for each department throughout the year. For instance, International Housekeeping Week is celebrated the second full week of September, and the first week of October is Customer Service Week. If a holiday doesn t exist for a department, create one! Create a theme for each holiday and plan activities each day of the week. If you want to celebrate each team in one week, dedicate a day to the different areas of service. For instance, Monday would be Customer Service Day, Tuesday Sales Day, and so on until every team has had their day in the spotlight! Hilton Worldwide often gets an entire facility involved in its International Housekeeping Week celebration. Other departments have coordinated potluck lunches and become secret admirers of the housekeeping staff. At one facility, the engineering department conducted tune-ups on all the housekeeping vacuums and carts so they worked as good as new. What a great way to show appreciation!

Key #4 Create Recognition Campaigns Baudville Fan Experience PAGE 5 Changing your recognition program from time-to-time keeps employees excited and engaged.

6 Key #4 Create Recognition Campaigns Baudville Fan Experience PAGE 5 Changing your recognition program from time-to-time keeps employees excited and engaged. We recommend introducing campaigns regularly throughout the year to maintain a high level of interest in your program. A campaign includes communicating something new to your team in a way that grabs their attention and makes them excited. Incorporate a call to action that invites them to participate and provide information on how they can get involved. With a little bit of planning, your team will be looking forward to the next recognition campaign you roll out! When you introduce a campaign, you should be communicating a new feature or change in your program. For instance, you may be recognizing a different value or behavior, offering a new prize, or introducing a new award. You can also use different themes to increase the visibility of your program. A theme provides a new look and feel to your program, and the change in artwork and messaging is an instant attention grabber. Safety is an important part of any workplace, so it was no surprise that a sports arena decided to focus on safety program as part of its summer recognition campaign. Since June is National Safety Month, the summer was a natural fit for the new initiative. The arena promoted the campaign by giving each staff member a t-shirt, putting posters in employee break rooms and entrances, discussing it in team meetings, and adding an announcement sticker to paystub envelopes. Throughout the summer they hosted safety seminars and rewarded employee who submitted safety improvement ideas. Using a campaign, the arena was able to educate and train staff on the importance of safety in an engaging way!

Baudville Fan Experience PAGE 6 Key #5 Involve the Entire Team Why It s Important When your employee recognition program includes all staff, not just management, it earns your program greater support.

By increasing the number of individuals who can give recognition, you ensure more of your team will receive recognition. More recognition is always a good thing in our book!

7 Baudville Fan Experience PAGE 6 Key #5 Involve the Entire Team Why It s Important When your employee recognition program includes all staff, not just management, it earns your program greater support. Commitment from management is key to a successful program, and managers have an important job setting the tone for the program, but giving employees the ability to recognize one another is invaluable! By increasing the number of individuals who can give recognition, you ensure more of your team will receive recognition. More recognition is always a good thing in our book! The most popular way to involve your entire team in your recognition program is with peer-to-peer recognition. In a peer-to-peer program, employees can recognize one another for an outstanding behavior or accomplishment with a handwritten note or a small token of appreciation. Team members in the fan experience industry often value recognition from their fans above all. Try to include the fans in your recognition program to truly highlight your team s awesome performances. The team at Oklahoma City Thunder has made their fans a critical part of their employee recognition program! Fans can nominate frontline team members for a Fan Favorite Award for providing fantastic acts of service. The more nominations an employee receives during a month, the better opportunity they have of receiving Fan Favorite recognition. Monthly winners receive a $100 gift card to the team s merchandise store, and they re honored in an award presentation during a timeout at a regular season game. The employee is featured on the arena scoreboard with the in-game announcer congratulating the employee. The awards ceremony is captured on film, and a framed photograph is presented to the team member by his supervisor.

THE MOST FAN-CENTRIC ORGANIZATION IN PROFESSIONAL SPORTS

THE MOST FAN-CENTRIC ORGANIZATION IN PROFESSIONAL SPORTS BY NIVI NAGIEL, NCSA When you step into Chesapeake Energy Arena to watch the Oklahoma City Thunder host an NBA game, you are not a customer, you