Donald Collins was laid off from his dream job. He then became a porter at a fine hotel. As a porter, he contributed by working hard, by removing the terrible messes quickly and by making the place look attractive. Few noticed. Who knows how many lawsuits he prevented from patrons who never slipped and how many repeat customers he fostered by making his area spotless? He may have even prevented allergies and lowered pest control costs. Such things cannot be measured. Donald eventually worked his way up to the front desk and later became a preacher.
Collins Method I
Donald saw and overheard quite a lot. As chief executive, fairly select one or two employees every month to have lunch with, plus a paid afternoon off. Only the people in the trenches can accurately describe them.
Collins Method II
Make Donald's day. After a measurable achievement and only after such an achievement, fairly give a bonus to one of the many contributors, small enough not to be fought over but big enough to make Donald's day. Despite the overhead costs, this method can improve performance in measurable businesses with a large customer base. The little unseen things do count.
Collins Method III
Donald could have been moved up to the front desk sooner if his work had been noticed. Regularly select a different section for a trusted management trainee to investigate and evaluate. Existing problems and undiscovered efficiencies can be revealed.
Collins Method IV
Outside of work, Donald purchased items and services. Instead of advertising to everyone, selectively advertise to a percentage of people and give them royal attention. You will start paying memorable attention to customers like Donald rather than flooding them with too much information. They will remain your customers for life and tell others about you, maybe even at lunch with their boss.
To make a fair choice using any or all of these four methods, you must take action. http://arrivesoftware.com/fair