This little piece of advice, taken from Kenneth Blanchard and Spencer Johnson's book The One Minute Manager, is probably one of the easiest to implement and most effective pieces of advice I've ever heard.
The idea is that behaviour that is recognised and rewarded, regardless of whether it is positive or negative, is the behaviour that gets repeated.
Making an effort to commend your staff on well-handled complaints or excellent service - preferably loudly enough for your other staff to hear - can be all that's needed to ensure that that behaviour gets repeated again and again.
Do you make an effort to "catch your employees doing something right"? Tell us your story!
Staff Training presents Developing Your Management Potential I and II both inhouse and open hosted, email info@StaffTraining.co.za for more info and bookings.