A compliment, a card, a bag of sweets. Employee recognition in retail is often smaller than you think, and it reaches further than you’d expect: from your team all the way to your customers. This is the story of one small gesture on the shop floor, and what it set in motion.
I’m on my way to the shop floor when my manager stops me. “Wait, I’ve got something for you.” Curious, I stop. A moment later she’s back with a card and a little bag of heart-shaped sweets. “For you. I really appreciated your help last week, and it’s almost Valentine’s Day.”
I’m lost for words for a second. “That’s so sweet, but you didn’t have to! I was just doing my job.” I’d almost forgotten about last week. We were covering for a colleague who was off sick, it was manic, and a huge delivery was waiting to be unpacked. My manager smiles. “Hard to take a compliment, isn’t it?” She winks and walks off.
I can’t stop smiling for the rest of the day. It’s such a small thing, yet it stays with me. It even gets me thinking: how can we pass this feeling on?
Over lunch, I suggest putting a jar of heart-shaped lollies by the till, as a little treat for customers when they pay. My manager is on it straight away. “Great idea, I’ll sort it! Oh, and have you seen the new learning module? There’s something fun in there too.”
I’ve never been big on Valentine’s Day, but more and more retailers are making something of it. Our head office too. They’ve created a Valentine’s-themed learning module: a fun quiz on customer experience. It ties in perfectly with my lolly idea.
Then I spot a team challenge: who can come up with the best Valentine’s campaign? We can vote for the best ideas and get inspiration from colleagues in other stores. Suddenly, learning feels a lot more fun and interactive. Tomorrow at lunch, we’re brainstorming together.
As I work through the module, something simple but important clicks: appreciation is contagious. Giving a compliment is easy, to colleagues and customers alike. And receiving one feels just as good as giving one. A little kindness goes a long way.
During my break, my manager comes over, clearly excited. “I’ve got a ‘date’ with another company soon! They’re going to share how they use Valentine’s Day to surprise both customers and staff.” She grins and heads back to work.
Curious, I open my learning environment and ask TinQwise NOW: “How do I really delight a customer?”
Within seconds, I get a clear answer, plus a video of a colleague who absolutely nails a customer conversation. Love it!
By now, I’m actually starting to like Valentine’s Day. Appreciation and learning go hand in hand, on 14 February and every other day of the year.
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