Yesterday was Customer Appreciation Day at my local bank – advertised with a big spread in their newsletter inviting me to come and enjoy ice cream at my branch. I had business to transact and it was 90+ degrees so it seemed like a good opportunity to partake in the festivities.

It turned out that “Appreciation Day” was an ice cream machine stuck in the corner that you would only find if you were looking for it. No signs. No balloons. No giveaways. And not even any staff to tend to the table which had gotten quite full of crumbs by the time I arrived.

Businesses have the option as to whether or not to provide an “appreciation day” so it boggles my mind as to why someone would choose to do it but do it so poorly. They would have been far better off either a) doing nothing or b) saying nothing and just having it be a happy accident that a few of today’s customers would stumble upon the ice cream machine. But to make something sound like a big deal and deliver far below is not a good strategy.

If you decide to provide recognition – to your customers, employees, volunteers or any group – think deeply about it before you do it halfway. ‘Tis better to do nothing than to underwhelm.

About the Author leadership dots by dr. beth triplett

Dr. beth triplett is the owner of leadership dots, offering coaching, training and consulting for new supervisors. She also shares daily lessons on her leadershipdots blog. Her work is based on the leadership dots philosophy that change happens through the intentional connecting of small steps in the short term to the big picture in the long term.

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