Defining "Recognition"

Ever notice that when good intensions are executed incorrectly, the end result often is quite negative? Here's a REAL life story; names have been changed to protection the guilty.

I have a friend, let's call him Tom. He is employed by a large firm with somewhere around 500-700 employees...in his department alone! There was a major project that encountered serious detours, budget overruns and implementation time extentions. These issues were rather sophisticated, but the root of it was the large firm had contracted with an outside vendor who was in over their head and made non-deliverable assurances. Now, it was up to Tom and his colleagues to "fix" things...and with the time extensions, budget overruns...the heat was on management to "get 'r done" ASAP.


So therefore, Tom was literally on call 24/7...tethered by his blackberry and laptop. Including Sundays, Tom managed to have 2 days off for a stretch of 45+ days. He'd go in early, work late, get home and was allowed to eat but then needed to log on and frequently work remote until midnight, 1AM. Tom was salaried, the additional time was not compensated. His personal life was non-existent...and his pleasant, typical happy-go-lucky demeanor was fading rapidly toward disgust and burn-out. FYI: Tom was a team player and good at what he did.


That's the true backdrop...then one day, his manager and their supervisor finally come over to visit Tom's work area. "Tom, you've been doing a great job on helping bail out this project. We just want you to know we see everything you're doing and recognize you for your efforts". At this moment, they handed him a paper certificate (unframed) that they both signed "recognizing" him for the outstanding efforts. Tom glanced at it, (did a little mental processing) and politely said "thank you" while folding it in half and laying it on his desk. "What are you doing? You're suppossed to frame that!" was managements astonished rebuttal. "Well, it's just a piece of paper" said a realistic Tom. And drum roll please, the perplexed manager adds "Well, the recognition is not just the paper; we also brought you this bag of M&M's." (note: they were regular, not peanut or almond variety)

"Thank you, thank you very much"; likely with a hint of sarcasm, "I've got a lot of work to do".

To compound things, colleagues were notified of managements "recognition" and people stopped over to congratulate Tom during the day.

Do you see a problem here? Tom literally worked overtime well worth several thousands of dollars and was "recognized" with paper and M&M's. In hearing the tale, the recognition was more about management showboating their bloated self perception as humanitarians than actually recognizing the actions of an employee. I happen to know Tom was quite insulted by the whole thing...as would anyone.

Beyond shock, my immediate query to Tom was what if they said "Tom, you've been burning the clock on both ends and invested alot of personal time in getting this project turned around. We'd like to give some time back so here's a Swiss Army watch to remind you that you are appreciated by the department" Tom: "Duh, of course THAT would have been nice"

Why do firms recognize people? To placate the ego's of those already performing at a high level, to establish a success benchmark and to create a role model whereby peers will rally toward greater achievement. To create a bond and relationship between employer and employee. We win; you win--teamwork and appreciation; high fives to all deserving.

Tom's employer probably fell a bit short on all those inherent objectives. Because they obviously put zero thought into what they were doing, they insulted Tom and demonstrated a total disregard for performance--which was quickly picked up by peers. Who wants to volunteer as he next project leader...we've got more M&M's?

Like all things, recognition is about developing a meaningful relationship...and guiding people toward attainable actions that you want to occur. Important stuff for the future; so before "doing what's always been done" perhaps a little thought and professional guidance are a fabulous idea.

Just like distribution of a "cheap" promotional item has negative brand implications; the same pitfall applies to recognition. M&M's might be affordable, but under the circumstances totally inappropriate and created a permanent scar on the relationship---doing nothing would have been better. "Recognition" is also a long term, sustainable reflection of your brand and corporate identity....it deserves to be properly or expect the risk of losing (either in motivational mind or literally leaving) good people that add value to your company.