Op-Ed: Saying 'Thank You' Can Open More Doors Than You Think

by Pat Cataldo, Associate Dean for Executive Education

With the holiday season fully upon us, now is a great time to reflect on the power of 'thanks.' It is a magical word with enormous potential for good in all facets of business as well as life in general.

Today's media headlines never let us forget that civility appears to be waning in American society. With the decline of civility, of course, comes a corresponding lowering of our expressions of appreciation. These days, in local, national, and international relationships, there are far too few "thanks" being expressed. Increase your statements of appreciation and you are likely to encounter many positive reactions.

This is more than a matter of my opinion. Several workplace surveys conducted within the past year reveal the impact that an honestly expressed "thanks" can have on colleagues, co-workers, and clients. In its sixth annual Etiquette Survey, Lenox Inc., the New Jersey-based producer of quality gifts and tableware, found that Americans continue to think that public manners are worse than the previous year.

Imagine, only 15 percent of American adults gave a high ranking to American manners. On the other side, almost 40 percent surveyed assigned low ratings to our public behaviors and civility.

"It appears that the fast-paced, high-tech existence may have taken a toll on the civility in today's society," said Denise Dinyon, Lenox's etiquette expert. "There is often little time to impart the basics of politeness."

Maritz Inc. is the world's largest source of integrated performance improvement for business and industry. The company assists 30 of the Fortune 50 in expanding the knowledge and realizing the potential of employees.

The results of a Maritz workplace survey released last month indicated that a third of workers say they are never thanked for their contributions at work. That's up significantly from a survey taken two years ago. The results also showed that hearing "thank you" has a positive effect on the morale of 90 percent of those surveyed.

Do these results mean that each of us can improve our lives and our bottom lines simply by being nicer and showing more appreciation? The answer is a resounding "Yes, they do."

Here are a few things to incorporate as daily routines:

•  Say "thank you" personally. There's nothing like a face-to-face expression of gratitude to bolster the spirit. Compliment what has been done, give a reason for it, and do it immediately.

•  Electronic "thank yous" have become more acceptable to younger, tech-savvy generations. A handwritten "thanks" is likely to be more appreciated by baby boomers and veterans. When writing, it is important that you take the time avoid mistakes, which diminish its impact. Brevity is also recommended.

•  In some instances, it may be appropriate to offer a business gift to clients, vendors, customers and others. Keep it reasonably priced, yet something of quality. It is typically a good idea to consult any policies in place, especially with customers, related to gift-giving to avoid an embarrassing situation.

•  Letters sent to company leaders for a service provided by an employee can offer high-level recognition that may be warranted. A letter to the editor of a newspaper is also a powerful public option. Consider the example of a letter years ago to the Irish Times about the quality of service on an Aer Lingus flight during a potentially life-threatening incident. That letter was posted on airline bulletin boards for all Aer Lingus employees to read as a great motivator of putting passenger safety first.

How about you? Has a "thank you" or other demonstration of kindness and civility ever made your day or week? Have you ever made the day of a co-worker or colleague with a simple gesture of thanks? Please share your personal reflections on my blog, "Thinking Ahead in Business."

The holiday season may put good business behavior and courtesy on the front burner, but it appears to be something we all yearn for year round. And while we're at it, for your readership and commentary, I offer my sincere thanks. From "muchas gracias" to "domo arigato," it's globally a simple word that can move the world.

This article originally appeared in the Centre Daily Times.