Creating a high-performance Environment 155 performance management; the culture of your firm. An employee survey in a software company on recognition methods fed back the following priority: `First, say thank you more often.' Employees need to feel their contribution is valued, yet many service departments feel they are in a backwater in their companies. A US survey found that the most significant motivator that employees receive is a personal thank you or a handwritten note from their manager. Key learning points Be warned against complacency when it comes to engaging team members. It is too easy to be satisfied with answers that suggest that high attrition is the norm in customer service. By getting the balance right between the support you give team members and