"When you're asking people in the business to go above and beyond all year round, I don't think one big thank you at the end of the year is enough. They need to feel recognised and rewarded more often," Tatana says.
Bka shows its thanks to all staff each week and each month, and in different ways to keep things interesting; one day everyone got a 15-minute massage, for example, while on another a coffee van pulled up to make the whole team coffees. Other regular 'thankyous' include weekly drinks on a Friday afternoon, a lunch shout on Wednesdays and a monthly social night.
The company shows its thanks to clients at this time of year with a gift and a catchup over an informal lunch or drinks, says Tatana. And each time a client launches a new app or website throughout the year, bka will send a cake to the customer's office to mark the occasion.
Jonny McKenzie is CEO of PosBoss, which produces point of sale software for the hospitality industry. The Wellington-based firm was started last year, but this is the first year the company has had staff (it now has a team of seven), and McKenzie has used this time of year to connect staff and clients.
"I wanted to do something that would bring the team together outside of the normal day-to-day routine, so I've been taking the team on visits to our local customers," he says. "That way they get to sample what our customers produce and see who our software is supporting. I think it's also important to remind our clients that there are 'real' people behind our software, and I think taking the time to visit is a great way to do this."
McKenzie is also an advocate of the regular thankyou, which he does with staff over a weekly drink outside of the office, and in person with clients, often taking them out of their own businesses for a coffee.
"It gives them a chance to escape their 'office' and gives us an opportunity to get feedback on the product. It also means we're out in the market everyday, so that allows us to pick up on, and talk about the trends that are happening out there."
How to give thanks to clients at this time of year is an evolving area at Wellington-based creative agency Stun.
Owner and creative director Adam Blackwell says for many years the company gave clients "the unbelievably good" Ruth Pretty Christmas cakes, but last year chose to make a donation to Age Concern instead of giving gifts.
"This year, we'll go a step further. I really believe that, for me, when I give, it should be quiet and personal. It doesn't need be a public showing," says Blackwell. "For me, a business gift feels a little bit contrived right now. So we'll make an anonymous donation to a charity this year, and I'll call each of our clients and speak to them with a personal message of thanks."
Pippa Lekner is co-owner, with Sally Frewin, of PR agency The PR Shop and reiterates the importance of expressing thanks year round, particularly to staff. On the client front, Lekner says they try to keep Christmas gifts practical "rather than anything too flashy"; this year it's a voucher for a box of cherries, which can be delivered to the recipient's home. And there's value in making the gift-giving process a team effort, she says.
"Even when we do our Christmas card design, the team make the final selection," says Lekner. "Their input is really important to us. Sometimes people forget to ask the people who are working on a face-to-face level with clients, yet it's such an easy thing to do and it makes everyone feel more a part of what's going on."
Dana Tatana, bka interactive
Dane Tatana is the manager of Auckland-based digital agency bka interactive.
What are some of the things you do to say thanks to staff and why?
First up, I think it's important to say thank you to people for their efforts and not just for the business' results. Working in a digital agency means people often have to work late nights and weekends, so I think it's important we recognise that effort and reward that behaviour. That's something we acknowledge in our weekly staff meetings, so we can bring everyone's attention to the commitment and efforts certain people have put into the business at certain times.
We also say thanks to everyone in the whole business each week and each month, and we try to vary the ways we do this to keep things different and interesting. So, for example, we had a massage day, where everyone got a 15 minute massage, and on another day we had a coffee van turn up and make everyone in the business coffees. We've also given out vouchers to Farro Fresh and day spas, and had lots of nights out at the theatre.
Some other regular ways we say thanks to staff is with weekly drinks on a Friday afternoon, and every Wednesday we shout the team a lunch. We also have a social night once a month.
What it's really all about is trying to foster a culture of family and appreciation, because we know that no work goes out the door without everyone's involvement and contribution. I think when employees are engaged and appreciated at work productivity and loyalty goes up.
Do you measure those factors in the business or is this something you notice anecdotally?
We measure staff engagement through surveys. It keeps the dialogue open between management and the business. One of our studio managers' KPIs is the 'thank you' piece, both internally and externally and we review performance on both of these regularly.
And how about customers? What are some of the ways you show them your thanks as a business?
We do the annual Christmas gift and thank you, along with catchups over informal lunches or drinks. This year we're turning 12 years old, so we're giving 12-year-old scotch - with a hint of our new branding- plus wine and cakes for good measure.
Also, every time a client launches a new app or website we send the business a fancy cake from Rocket Kitchen - which makes our favourite cakes - so they can celebrate in their own business. It's our way of marking the day and thanking them for their partnership.
A lot of people give these kinds of thanks during this end-of-year period. What's your take on that?
I think this is a time of year for giving and reflection, so that always makes it easier to remember everyone who has contributed to our success. But we also do things year round to make it part of our culture and not a one-off thing. When you're asking people in the business to go above and beyond all year round, I don't think one big thank you at the end of the year is enough. They need to feel recognised and rewarded more often.
Are there some ways you've tried to give thanks that you think weren't as effective as other methods you've used?
We have learnt some lessons over the years. One is not to try to force a social thankyou with clients that aren't into it. I also don't think you should thank clients too early in the lifecycle of a project or sales cycle; it's cheesy and assumptive. I'd say it's best to thank your clients when you've delivered.
Also, businesses are usually set up to only recognise and reward on financial performance, but I think you have to broaden the scope of what gets recognised to include everyone's contribution.
Are there any thanks that you've been given in your professional life that have particularly resonated with you?
I got given a 'bobble head' of myself - like an action-man doll caricature of me. It was personal, showed they cared and it's something I'll never throw away.
