Make sure to show appreciation to customer-facing employees.


How often do you recognize your customer-facing employees? Do you employ servers, cashiers, delivery people, or customer service representatives? Because of their position, these employees are often overlooked and not as supported as higher-ranking staff. Yet transactions between customers and these employees make or break the image of a business. Their happiness and job satisfaction can affect your future relationships with customers and deserve to be shown appreciation. It’s simple — yet very important!

Customer-Facing Employees Deserve Recognition and Support

The way company leaders treat customer-facing employees has a huge impact on how these employees feel about their jobs. It can be as simple as saying hello when walking by workstations, and taking time to ask how things are going or thanking them for their hard work. Employees who feel valued communicate that in their interactions to customers, and it’s easy to tell when people love what they do!

Studies show a correlation between employee engagement and customer satisfaction. This means happier employees tend to provide better customer service. In addition to showing them gratitude, we also recommend:

  • Provide resources and training: Equip customer-facing employees with the tools and training they need to excel. This could include product knowledge courses, de-escalation training for handling difficult customers, and access to technical support when needed.
  • Autonomy and decision-making: Give employees some control over their work. Studies show autonomy boosts employee engagement. This could involve allowing them to personalize their approach to customer service or solve problems independently within certain parameters.

Recognizing Employees Can Be Easy!

People don’t forget kindness. It’s that simple. When you recognize others’ contributions, you reinforce behaviors that support company goals. Empower your employees by encouraging them! When thanking frontline employees, be prompt and spontaneous when you see behaviors you want to reinforce and be specific about what you’re complimenting.

Who doesn’t like to be surprised with an unexpected treat or gesture of kindness and a sincere “thank you”? Being recognized for great work is empowering.

Here’s a summary of tips for thanking customer-facing employees in eight words or less, whether in-person or in a thank you note:

  • Excellent Communicators: “I am grateful for how you show your enthusiasm,” or “Thanks for keeping the customer informed; it means a lot!”
  • Problem solvers: “I value your well-considered solutions.”
  • Assertive Staffers: “Thank you for keeping the momentum going!” or “I appreciate your decisive action.”
  • Those Who Adapt to Change: “I appreciate your flexibility even when things are challenging,” or “Thanks for how you handled that difficult situation.”
  • Analytical Thinkers: “I appreciate your thought-out questions,” or “I respect the depth of your knowledge.”
  • Detail-Oriented Staffers: “Thank you for transferring all that data so perfectly,” or ‘”You always meet your deadlines—impressive!”
  • People-Pleasers: “I’m so grateful for your team-building skills,” or, “I couldn’t have done it without you.”

Promote a Positive Workplace Culture

  • Focus on teamwork and collaboration: A strong sense of community can make a big difference. Encourage collaboration and teamwork among customer-facing employees. This can help reduce stress and create a more supportive work environment.
  • Open communication: Foster open communication channels. Regularly solicit feedback from customer-facing employees and address their concerns promptly.

Publicize staff achievements in the company newsletter or announce them in a staff meeting. Either way, it’s important to remember delivery when encouraging employees — sincere messages really stick!

Frontline employees are far more likely to stay with your company if they know you value their efforts and contributions. What are you waiting for? Start today.



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Top Photo by Clay Banks on Unsplash

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