A grouchy client leaves the practice with a smile on her face. A co-worker finishes inventory 10 minutes earlier because you offered a helping hand. They may seem like small gestures, but Nancy Allen, practice manager at Olathe Animal Hospital in Olathe, Kan., says these efforts deserve a thanks. That's why her practice launched a "Catch Me at My Best" program.
Allen keeps postcards in the lobby and the exam room. When clients or co-workers notice a team member's special efforts, they fill out a card that explains how the team member went the extra mile. Then they read the cards at the weekly staff meeting. "It's a great morale booster," Allen says. "It lets team members know they're appreciated by clients and co-workers."