Praise Effectively

A good friend opened a cafe and wine bar in 2020. The business navigated lockdowns, but it’s been a bumpy ride. In 2023, he decided to press “reset” and invest in renovations. But under financial and deadline pressure, my friend struggled with decisions and that caused delays. Finally, the big moment arrived and just before the shop closed for the make-over, I stopped in. Looking at my anxious friend I said, “Hey, congratulations on getting to this point.” And he paused and I could see tension leaving his face. Beaming at me, he said, “Wow! Thank you. No other person has said that. They just say, ‘Good luck.’” 

At ServiceQ one of the skills we teach is how to praise effectively, because quality praise is tricky! I don’t know about you but I didn’t grow up in a family that did a lot of praising. So, it doesn’t exactly roll off my tongue. I’ve had to really work at it. 

And at first I made a very common mistake – I always praised people for their achievements. But as thought leader Adam Grant discusses in his bestseller Hidden Potential, if you want the people in your business to take risks and grow, you have to “scaffold” them effectively along the way. One part of scaffolding great customer service is praising your team when you notice a change. As Grant puts it, “The true measure of your potential is not the height of the peak you’ve reached, but how far you’ve climbed to get there. Especially if they are building a new habit, it’s essential to praise their process and acknowledge moments of progress.” 

When you tune in, praiseworthy moments are more common than you think! You might notice an employee who generally rushes through conversations ask a customer a few extra questions. You might see someone who is often distracted by their phone consciously put it away before speaking with a colleague. You might witness a team member who is easily flustered in pressure situations take a deep breath and reset before a big presentation. 

If you’re a leader who seeks to build a stronger service culture, start by asking yourself, “When do I feel most positive about my own actions?” If you only give yourself a pat on the back for big pay-offs, make an effort to notice little things you’re doing better. For example, I was proud of myself for effectively praising my friend because I know where I started my praise journey and it was WAY down at the bottom of praise mountain! If you only praise yourself or your team when there’s a big win to celebrate, challenge yourself to “praise process.”   

Like great customer service, effective praise and the confidence it inspires has a ripple effect. 

By Jennifer Crescenzo – Jan 29, 2024