JAMAICANS are, at heart, lovers of the spoken word, even more so than the written word. Our men have perfected the art of ‘lyrics-ing’ potential lovers; radio talk shows have mushroomed furiously across the island, each new one creating waves of ‘love to hear my voice’ on radio followers, while our musical history is littered with short-lived, one-hit wonders; not to mention the scores of budding and equally disappointed ‘iron-balloon’ deejays, singers and poets. These all attest to the truth that we indeed revel in giving wordy evidence of our love for words; be they melodious or jangly and discordant. In other spheres, too, nothing grabs the headlines and our minds and keeps the gossip mills churning for days on end, than a ‘nutten nuh go so’ speech liberally littered with bold-face lies and half-truths. We rejoice in it for days on end.

With all the talking that gets done on this fair isle of ours, there are two of the most powerful words in the English language that unfortunately we do not hear a lot of around town these days. These words seems to have been banished to Siberia. (By the way, do they still send people into exile there?) In the sphere of business in particular, no one bothers to mention them anymore, or if reminded, do so with a shame-faced mutter. The two words that have eluded us and seem to be teetering on the brink of extinction are ‘thank you’. When used liberally, authentically in continuous dialogue these two words are the key to unlocking the doors of unending good fellowship and continuous good business relationships. Naturally, care must be taken that the true meaning resides especially behind the word ‘thank’.

How often have we received exceptional service from an employee, a supplier or a business partner and we forget to, or deliberately omit thanks? I can understand why it is unusual for us to even think that there is a need to express our gratitude. Unfortunately in Jamaica, we are so accustomed to the long wait for attention when we are buying a product or a service that, by the time we are served, oft-times our frustration will make us lose our kindly train of thought. I know, you, like me, have had the experience where for some strange and inexplicable reason, no matter where we go, half the agents usually go on their break or out to lunch when the line has snaked its way close to the entrance of the building. So, I get it. But there must be times when a thank you is pertinent and kind.

Just in case we are at a loss as to when it is appropriate to say thank you in business, let me give you (and myself) a heads up. When an employee, colleague, or service provider has gone beyond the requirements of their job for you, it is about that time to say thanks. When they have been helpful to you in a stressful moment, or if a customer has bought your product or service, say thanks. On that rare occasion when your colleagues or service providers have exceeded your expectations, if you check your watch, you will find that it is indeed time to say thanks.

I do not think that we human beings are too fussy about when you tell us thanks, as long as it is not done grudgingly, insincerely or hastily flung over the shoulder as an afterthought. Just say it with meaning. You can say it via email or a thank you card is also a thoughtful gesture. Some business leaders suggest that handwritten thank-you notes are most sincere and add the personal touch in what has become a very digital and impersonal world. A good piece of advice to follow is to punish in private and praise in public, as this goes a very long way in fostering a culture of gratitude in your workplace.

Airlines give you frequent flyers miles as a thank you for continuing to choose their service, and apart from this being a smart strategy for business continuity it is also increases customer loyalty exponentially. What are the thanks you get for doing a great job? Are you recognised for your efforts, or have you come to just expect and get use to a great wall of silence. Do you thank your colleagues or service providers in your interactions? A Gallup poll revealed that 65 per cent of people say that they do not feel appreciated at work, and if this feeling persists, it can lead to low morale and a decline in productivity. Much power resides in those two words.

Yvonne Grinam-Nicholson, (MBA, ABC) is a Business Communications Consultant with RO Communications Jamaica, specialising in business communications and financial publications. She can be contacted at: yvonne@rocommunications.com Visit her website at www.rocommunications.com and post your comments.