In this final installment of our three Rs series, we’ll examine what may be the most important—Recognition.
Back in September, I got a call from Eric Benge, regional maintenance manager, inviting a representative from ASE to attend a barbeque in Gas City, Ind. to celebrate the first Wal-Mart fleet maintenance facility to achieve ASE Blue Seal of Excellence Recognition (BSRP) status. Wal-Mart management has made the decision to have all of its service facilities achieve BSRP status by having at least 75% of its technicians ASE certified, and the program sparked a friendly competition between the facilities as to who would be the first to get the BSRP sign. Gas City won.
On arrival, I was greeted by the aroma of steaks being grilled and several of the morning shift enjoying a steak-and-egg breakfast. The barbeque lasted through mid-afternoon to ensure that all of the technicians (and a few very happy drivers) had the opportunity to enjoy the achievement. I was also pleasantly surprised to discover that this sort of thing happens on a fairly regular basis as established goals are met and usually exceeded by the Gas City team. While Wal-Mart is certainly not alone in having ongoing recognition programs, my experience was a great example of how important and effective it is to recognize and celebrate excellence.
Another great example of an effective recognition program is the Technology & Maintenance Council’s SuperTech Competition. I had the honor of being one of the judges this year, along with two other ASE reps, Kurt Hornicek and Chuck Roberts. To say the SuperTech represents the best of the best is almost an understatement. The 2009 SuperTech Grand Champion, Chris Tate, has won numerous New York State competitions and has been a SuperTech finalist multiple times. It is simply the most prestigious award in the heavy-duty industry and if your company has not encouraged and supported participation, you’re missing one of the best recognition opportunities out there.
While the BSRP and SuperTech Competitions are great ways to provide recognition for top performance, even modest efforts can have a huge impact on morale, productivity and team building. A pat on the back is a wonderful thing. Take the time to spotlight excellence during a routine shop meeting. Celebrate your achievements every chance you get. Offering things like gift cards, movie tickets or dinner coupons for superior performance are just a few of the small ways to recognize dedication and professionalism that will pay big dividends down the road. I think you’ll find just how much something like an occasional barbeque can motivate your technicians to become a high-performance team.
I hope I’ve provided insights into ways to show appreciation and respect for the crucial role your service team fills in achieving a successful operation. It comes down to your people, and finding ways to say “Thanks for the great job” may just be the most important tool in the box. FE