Chapter 6. Say “Thank You” Frequently



“Thank you” is more important than awards. Awards are one-shot things, but “thank you” can happen over and over again.

 --A worker in a fast-food restaurant

“Why should I say thank you to workers for just doing their jobs?” You’ve heard this question before and maybe even asked it yourself. It is not an uncommon attitude among managers.

Yet these same people automatically say “thanks” when someone passes them the bread at the dinner table. That is just good manners.

What does this attitude say to employees? People who have been brought up to say and hear thank you in response to the smallest act of service never hear the words on the job. If you want to draw conclusions from that, you’d have to say that ...

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