I want to share one of the most powerful examples of improved performance that I have ever witnessed. One of my favorite clients, the CEO of a community bank in the Midwest, called to share some exciting news. The conversation went something like this - “Byrd, I wanted to share some great news with you. Since your visit with our team (eighteen months prior), our asset size has nearly doubled!” He had obviously grabbed my attention and I asked him how his team was able to achieve this phenomenal growth.

“During the session with our management team, you shared the #1 want of our employees - the need to feel appreciated - and mentioned that it wasn’t the big things - pay, benefits, etc. - that make the difference, but the little things done on a consistent basis that would improve employee morale and increase performance and profitability. Well, we decided to implement your “R.A.R.E.” technique - Random Acts of Recognition Everyday, and it really worked!

One recent example is that we announced an ambitious plan to increase branch deposits by 1.7 million dollars over a ninety-day period. We exceeded this goal, achieving an average of three million dollars per branch!” My next question was the obvious, “How did you do that?” His response - “Well, we simply implemented the R.A.R.E. recommendation, paying our staff one dollar per letter sent to existing and prospective customers, thanking them for their business and mentioning our portfolio of financial products. An example of our team’s response is that one member of our accounting department sent 900 personal letters and another administrative employee mailed 500 letters! I received great satisfaction in presenting the $1,400 in rewards.

This positive energy permeated our organization and the results speak for themselves, a true-life example that passionate hearts committed to a shared vision can accomplish the impossible. Needless to say, we are enjoying the best year in the history of our bank! We are a living example of what happens when leadership focuses on hearts and souls, not the bottom line.”

This executive focused on the one thing all organizations have in common - people. He understands that when management takes care of employees, they will take care of the bottom line. This simple act of daily discipline produced profound results. Success is truly high-touch, not high-tech! Are you practicing “R.A.R.E.?”

And remember, it’s all about the relationship.