Like negativity breeds negativity, positivity breeds positivity. 
Positive reinforcement for a job well done works so much better than berating someone for the parts that aren’t so good. It makes them more likely to strive for excellence across all levels.
Good managers know this, and they use these basic techniques to get the best out of their staff.
Parents know this too, and most parents understand that praising the good is much more effective as a behaviour management tool than berating the negative.
Isn’t it true then that this should extend to other areas of our lives?
If we spent more time praising those around us for the good things they do and less time chewing them out for the bad things, wouldn’t that make everything a more positive experience?
It stands to reason that it would. But don’t just take my word for it.
Read on for a guest post from customer service blogger Jane from Lady Janey who tells us more about why we should be quicker to praise good service.
Let Us Praise: Time To Celebrate Excellent Customer Service by Lady Janey
On first reading, you may have thought that I was about to burst into song and start handing out hymn books. You may also have considered the possibility that I was slowly losing a few Lady Janey marbles or that I have been having a few too many Proseccos on an evening.
In fact, none of the above is the reason behind this post. I just wanted to chat to you about why I think it’s important to celebrate and champion what people do well because it’s something that, as customers, we don’t do very well.
It’s a fact that we are much more likely to tell other people if we have a bad customer service experience than if we have a good one. But why do we do that? Is it just human nature? Why do we pay more attention to negative news?
The rise in social media has meant that we are easily able to share our views in an instant but we often share our successes, our joys and our happiness much more than we do our misgivings and we feel happy and loved as a result. So why don’t we apply this to other aspects of our lives?
I have to be honest, I often walk around stores looking like I am chewing a wasp and I’m the first to comment if I don’t think something is up to scratch. However, recently, I’ve been thinking a lot more about why I’m not as quick to praise staff for good work.
As a result, although I still write about customer service issues and disappointments, I now also make a point of always tweeting or checking in at places where service has been excellent. I also take a note of the names of members of staff and make sure I mention them.
As a result, I have become a much happier Lady Janey, as I go about my mission to raise standards of customer service.
In my day job as a teacher, I know that if you constantly criticize people then it can be more demoralizing than character building. Even a simple thank you, smile or hello in a store can be welcomed by those behind the counter.
Complaining is all very well if your experience has not been a good one, as unhappy customers are often the best source of learning and this means that a negative experience can still be turned into a positive one.
However if we want people to be better at what they do, we have to make them feel valued and inspire them to be better. So let’s get out there and praise a little instead!
Thank you so much for the insights Jane!
To read more about customer service and how it impacts us, visit Jane’s blog, Lady Janey, and follow her on Twitter and Facebook.
Sounds like a plan!!!!!
Great post. I so agree and try to connect with customer service personnel on a positive level. My children have all worked in retail at one time or another and have told me stories about rude customers. I know how I raised my children and I know they are not rude. They always tried very hard to be polite to everyone but sometimes they had really tough times. I know that a smile goes a long way when dealing with people and yes, good service should be applauded. Thanks for sharing this.
I worked as a barmaid for years and the amount of rude people is unbelievable! Luckily, the place I worked in had the treat people as they treat you mentality so I didn’t have to take their abuse!
I’m glad to say that I’m one who often reports good customer service reps to their upper management, due to my own years working in customer service and various retail positions.
That’s great – most people don’t think to do it 🙂
I love to tell managers when their employees go above and beyond. Last time I did it the manager told the employee (in front of me) that he would be getting a $50 bonus in his paycheck. #BloggerClubUK
That’s amazing!
Yes this is so true. We always focus on the negative too much. Great customer service makes such a huge difference to your experience somewhere. It can be more important than what you’re eating, drinking, buying. We should definitely celebrate it more and make a point of praising excellent service. Great post x #bloggerclubuk
So true!
I’ve actually done this recently at Target. I had been shopping all day and running around to different stores. I was in Walmart first and the environment in almost every Walmart is negative and draining. Its because the employees aren’t happy. Most of them hate their jobs but they have a job so they do it but they do it with angry faces. I don’t blame them. I worked for Walmart years ago for a short while and its no picnic. It’s a well known fact that Walmart employees aren’t treated well by the corporation. Anyway, going into Target the air is significantly lighter and the employees all have smiles on their faces. Actual smiles. The cashier was very friendly and I just had to stop and talk to one of the managers and praise how they treat their employees. It made her feel really good and I believe that it will encourage her to keep doing a good job. Positive reinforcement is more effective than negative berating. #bloggerclubuk
I’ve heard some pretty awful things about Walmart – you can see why the staff aren’t happy to be fair. You would think the management would look at other stores and see that if they treat the staff better, they might actually be happy in their jobs! It’s great that you made the effort to tell the manager something positive 🙂
We always praise good customer service and tend to take to twitter to do it so it’s recognised by the public and a corporate HQ level, hopefully it gets back to the member of staff! #BloggerClubUK
That’s a fab idea!
This is a great rule and changes someone’s experience of life. #BloggersClubUK
Absolutely and I’ve found this even easier since becoming a parent, as people are often asking questions about the children or wanting to see my baby 🙂
Sorry, I forgot to tag #BloggerClubUK
Such an important thing to be positive. I’m a teacher too and a simple smile and a thank you goes along way. #bloggerclubuk
It really can make a huge difference 🙂
Very true. I’m much more likely to give positive feedback than report on the negative. I suspect that’s because of my teenage years when I worked as a waitress and came across so many people who didn’t even say thank you! #BloggerClubUK
I have to admit I don’t really do either – life is far too short to go running to the manager because someone didn’t kiss ass enough, but I’m definitely guilty of not reporting the good service either (although I do say please and thank you). I’m going to make more of an effort to spread some good thoughts from now on though 🙂
Good idea! Yes, unless it’s outstanding I probably don’t do it enough. I’m sure I could make a more conscious effort to do it more regularly too 🙂
So true. By giving positive feedback. Can possibly put that worker in an uplifting mindset. You just never know what someone might be going through. Your kind words could really make the difference.
I completely agree – you can make a big difference to someone just by being nice to them!
I think it’s always nice to praise where praise is due! A lot of retail companies have a staff reward system in place which rewards staff who receive positive customer feedback, so you never know you might add a fiver to someone’s pay packet too! #BloggerClubUK
It’s definitely worth leaving positive feedback for a good experience then if the staff can get bonuses from it 🙂
I completely agree. I worked in retail for a very long time and took pride in my customer service skills. I loved it when people thanked me and appreciated the service they got but it didn’t happen often, even though I rarely had a bad day! #BloggerClubUK
It’s amazing (and not in a good way) how many people are rude to customer service staff!
I visited a lovely pub recently and asked to speak to the landlord at the end: he looked terrified! I then told him what a lovely meal we’d had, how attentive and considerate the staff had been. He was surprised because most people don’t show appreciation 🙁 #bloggerclubuk
It’s quite sad that he automatically assumed you were going to complain. It probably made his day when you complimented the staff instead
I also try to praise my children as much as possible 🙂 even thought they have been driving me mad this holiday! We should show appreciation whenever we can, popping back from #anythinggoes
This is a very good point! If I have had a great experience at work I always email their boss to let them know as its so important that people realise they are making a difference.
It’s fab that you do that Clare 🙂
Popping back for #anythinggoes
part of our raise scale is based on the feedback we get from surveys sent home with every patient. We get about three back for every hundred we do and nobody seems to understand that this is a statistically unreliable to gauge satisfaction, especially since people are more likely to return negative ones. Nobody listens.
That must be so frustrating! I think it’s particularly important with medical stuff!
Love this, you’re so right. More focus on positivity and the bigger picture would help us all. #AnythingGoes
I love this post & I couldn’t agree more! I do this myself, I think it’s worth taking the minute or two to send a letter or give a phone call to praise someone for a job well done!
That’s great Becky – it’s certainly made me see I should be doing this a lot more!
I always try to give positive reviews more than negative ones & I always try to make sure a great employee/associate/waiter,etc gets credit for a job well done! It makes me so happy to see the often surprised looks on managers faces when they figure out you’re there to give a compliment & not complain!!!
That’s great – I think when you ask for a manager, people automatically assume it’s a complaint!
I’ve been making a habit of tweeting companies to say thank you!
People are too quick to complain and not quick enough to give thank yous!
So true!
Popping back from #AnythingGoes
2017- My Year in Review
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