Page 215 - Everything I Know About Business I Learned

Recognition

beginning a phase of major development, and though the popu-
lation was expected to grow by leaps and bounds, it hadn’t yet.
That meant slow sales. So, as a team, we switched our priorities
from growing sales to being the best possible in our operations.
Yet, toward the end of that first year, we received the recog-
nition for which we all worked so hard—the A rating for the
store. It was given by the corporation to those stores within the
region that exemplified the very best in operational excellence
and customer satisfaction. Everyone felt great and was proud of
what we had accomplished.
A beautiful plaque was prominently positioned on the wall near
our front counter, for all to view. Once again, the power of recog-
nition was clearly and indelibly burned into my management tool-
box. As Bob Weissmueller, a retired division vice president,
recalled, recognition that was given out “spurred you on.” He
fondly recalled getting a magnum of champagne delivered to his
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office when he first became an officer. And the staff also received
recognition for growing sales in those early years, as he recalled,
in the form of a dozen roses delivered to the regional office from
Ed Schmitt, then president of the company. As simple as that ges-
ture was, everyone celebrated their achievement for that month.
Recognition for hard work was also rewarded, even if the
efforts did not always translate into improved sales. Ed Rensi
commented on the commitment he made to the entire organi-
zation one time, when sales and morale were at a low point. “I
sent 35,000 tins of popcorn. I sent it to managers, the regional
offices, and all staff. I said in the letter, ‘Sit down with your fam-
ily and watch television and eat some popcorn.’” This was Ed’s
way of showing his appreciation to his team members and their
families, and fostering further loyalty to the company, so that
we continued to push to be the best.
As Peter Drucker, the American management icon, has
repeated often: “What gets rewarded, gets done.” What could
be more simplistic than that?