Beyond the paycheck: Gratitude as a retention solution

What if something as simple as saying “thank you” could make an impact on veterinary medicine’s retention crisis?

Research indicates that gratitude and positive psychology are effective strategies for attracting and retaining top talent. A study by Workhuman found that a simple “thank you” contributed to employees being twice as likely to be highly engaged (60% vs. 32%) and significantly happier at work (47% vs. 11%).

“I have heard phrases like, ‘All this happiness stuff is great, but I pay people to do a job. Shouldn’t they do that job?’” says Josh Vaisman, MAPPCP (PgD), speaker, author, co-founder of Flourish Veterinary Consulting, and self-described “positive change ninja. “That’s a transactional approach to a human system. Gratitude taps into human needs.”

How strong is the need for recognition?

According to Gallup data, only one in three U.S. workers feel they receive adequate recognition from organization leaders. Without it, people report being twice as likely to quit their jobs.

“All of us have lived in a practice where the ecosystem isn’t great,” says Colleen Best, DVM, PhD, BScH, founder and principal of BestVet Coaching. “So, I think we often underestimate the value of making a concerted effort to do things that contribute to a positive culture, like recognition and gratitude practices.”

Phil Richmond DVM, CAPP, CPHSA, CCFP, founder and CEO of Flourishing Phoenix Veterinary Consultants, LLC, adds, “We know there are physical things that happen in the workplace that are deleterious to our physical bodies. When we take X-rays, the first thing we do is put on a lead apron. There are psychological things that happen in the workplace that are damaging to our psychological health.”

The International Organization for Standardization’s ISO 45003 standard, which provides guidelines for managing psychosocial risks, recognizes inadequate reward and recognition as one of these psychological hazards. “When recognition isn’t there, it’s damaging,” he explains. “But when it is there, it’s a positive factor for culture.”

Recognition and feedback to team members are imperative for a healthy culture. Everyone appreciates feedback in different ways, so adapting to individuals can make a huge difference in how employees feel.

“In a profession that can be stressful, sad, and overwhelming, recognition helps ensure people feel seen and appreciated,” says Cara Wright, DVM, MS, IVCA, senior equine professional services veterinarian at Merck Animal Health USA.

Recognition is a top reason to stay or leave

While fair compensation and job flexibility remain important, appreciation for work consistently ranks among the top factors that make veterinary professionals want to stay. A lack of appreciation was the second highest attrition driver, according to AAHA’s retention study, Stay, Please.

Often, recognition is tied to financial incentives, such as pay raises, bonuses, and gift cards. And it’s important to understand that, according to Phase 2 of Stay, Please, most roles in a practice define appreciation as fair compensation—so getting the pay rate right is an essential first step. If you are not paying these roles appropriately (which often means at least a living wage), it’s unlikely that other forms of appreciation will have the desired impact.

However, relying solely on monetary rewards is not the answer. When workplaces treat employment as purely transactional, “we get transactional behaviors in response,” says Vaisman, “People feel they’re replaceable, so they act replaceable.”

Recognition that taps into fundamental human needs is different. “When people feel that their sense of identity and their place within the world and their capacity to contribute in meaningful ways is central within the organization, they show up that way,” he explains. “They show up as human beings who matter, who have power and influence, who can make a difference.”

External rewards aren’t problematic as long as they’re part of a recognition ecosystem. The challenge arises when extrinsic rewards are the only recognition tool used. Studies in human medicine have shown that intrinsic rewards—those that encourage a sense of accomplishment—are highly motivating and beneficial for retaining staff.

Start simple

Verbal recognition is the most straightforward strategy for expressing appreciation. It can have a significant impact on an individual’s job satisfaction, and it’s free to implement. The catch is that there is an art to using it.

“Recognition is not just saying, ‘You’re awesome,’” Richmond says. “In fact, it can be damaging if you just go around and tell me, I’m awesome. If I do anything less than awesome, I’m not meeting what you’ve said to me.”

Instead, acknowledging specific actions, such as calling attention to placing a tricky suture correctly or noting improvement in a skill an employee is working on, shows individuals they are valuable to the practice, according to Richmond.

Saying, “Thank you” is equally impactful when delivered artfully. Repeating, “Thank you,” multiple times a day quickly becomes meaningless, Vaisman cautions. Instead, add to the thank you.

“Changing the way we say thank you by adding a ‘because’ or [explaining] how it had an impact is powerful,” Best says. “For example, ‘Thank you for X because that allowed me to get out of work on time to attend my kids’ concert.’ Or, ‘Thank you for X because it changed the client’s day and helps us live our values.’”

5 recognition strategies to try at your practice

There are numerous ways to show appreciation, and the fast-paced nature of veterinary medicine can make it challenging to take on something new. That’s why Richmond suggests starting small. “Pick one thing that feels right to you,” Richmond says. You can always expand from there.

To achieve this, consider these five strategies:

1. Prioritize appreciation: Vaisman had one client who, despite good hires, frequently turned over practice managers. Systemic issues, including an isolated office location and to-do lists, were the problem. Originally, the office was on the second floor and the physical separation didn’t allow the practice manager easy access for interacting with staff, seeing their work, and then offering appreciation for a job well done. Similarly, the assigned tasks consumed the practice manager’s day impeding their ability to spend time with staff. They client created an office on the hospital floor and instituted rounds; the CEO became intentional about setting expectations.
   
2. Use strengths-based recognition: Use assessments like Gallup CliftonStrengths to identify individual strengths and then recognize when team members effectively utilize those strengths, Richmond says.
3. Cross-train employees: “Cross training supports effective perspective taking, which is a critical part of empathy,” Best says. “Providing the opportunity to experience [other roles] increases the ability to be to be patient, tolerant or understanding of what’s going on.”
4. Use peer-to-peer recognition: Instead of management distributing gift cards, Vaisman recommends providing gift cards to all team members quarterly and asking team members to give the cards to their peers in recognition of a job well done.
5. Provide professional development: “People who feel stagnant in their jobs are more likely to leave,” says Wright. “Do you provide wet labs to practice new skills? Do people see a path to advancement in their careers? These are big questions but [are] worth taking the time to implement.”

Gratitude is a game-changer

The research is clear: Gratitude is good for you, according to the Harvard Business Review. It increases resilience, lowers stress, enhances wellness, and can make you more patient.

“People want to be appreciated and acknowledged for their work and for a job well done,” Wright says. “This is an easy way to ensure that people feel motivated to continue their work.”

Photo credits: Milan Markovic /E+ via Getty Images  

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