PUBLISHER’S LETTER

Tiffany’s Peer-to-Peer Recognition Program

Tiffany is one of the world’s best-known brands. Although based in New York City, the company’s jewelry and luxury merchandise is sourced, manufactured, and sold around the world.

I had the privilege of spending the day recently with David McGowan, vice president of global protection, touring the Tiffany corporate headquarters in the Flatiron District of the city and the iconic Tiffany flagship store on Fifth Avenue. I didn’t do breakfast at Tiffany’s, but did share lunch with McGowan and his three group directors—Charles Olschanski, CFE, CFI; Steve Palumbo, LPC, CFI; and Hank Siemers, CFI.

The reason for my visit was to moderate a panel discussion at Tiffany’s security organization’s annual recognition event. My participation was a small part of what is a very impressive internal recognition program that I think is a valuable story to tell.

Like many corporations, Tiffany conducts a bi-annual employee satisfaction survey seeking feedback on various aspects of the company presumably in order to better the working conditions and foster happier associates. I say “presumably” because I’ve been privy to companies where nothing concrete comes from such surveys, at least visibly to the rank-and-file.

About five years ago McGowan and his team created a committee to address feedback from the survey, improve their survey results, and ensure improvements were communicated throughout the department. One of the first areas of focus was how to recognize the efforts of individuals who may often feel unappreciated. As you might imagine, security officers who stand posts or man video terminals hours on end may sometimes wonder if anyone understands their contributions to the company.

Their survey response committee is made up of mid-level managers and supervisors representing a broad selection of the security operation. McGowan and an HR executive are non-voting members. This is not a top-down committee.

The committee developed a peer-to-peer recognition program where individuals at all levels of the organization can nominate someone for outstanding teamwork, customer service, or security/protection. Examples could be someone who aided a customer who had a medical emergency in their store; someone who suggested a process that improved productivity in their DC; or someone who simply volunteered to take a double shift to allow a teammate to attend their child’s sports event.

The nominations are evaluated on a quarterly basis, and one or more individuals are recognized both with a gift card as well as communication from McGowan of their action throughout the organization.

A second program, called the Sterling Award, is recognition from executive management for those who show outstanding efforts throughout the year, not just a single deed. Sterling Award winners are given a very nice crystal keepsake and generous Tiffany merchandise award selections.

Their annual event that I attended was held at the flagship store with attendance from all levels of the organization from the greater New York area. Unfortunately, with a global organization it is prohibitive to bring everyone into one place. The event began with wonderful food and drink, and featured the panel discussion with Special Agent Dan McCaffrey of the FBI; Scott Guginsky from the Jewelers Security Alliance; and Tiffany’s SVP of operations and global customer service, John Petterson. It concluded with the presentations to the fourth quarter peer-to-peer winners and the 2014 Sterling Award winners.

In my experience adequate and proper recognition of employees outside of payroll and bonuses is an area that most companies can and should do better. Tiffany is an example of how one asset protection organization found a successful way to show its appreciation and improve associate satisfaction. A pat on the back can go a long way.

Jack Trlica Editor and Publisher

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700 Matthews Mint Hill Rd, Ste C Matthews, NC 28105 704-365-5226 office, 704-365-1026 fax EDITOR AND PUBLISHER Jack Trlica JackT@LPportal.com EXECUTIVE EDITOR James Lee, LPC JimL@LPportal.com EDITORIAL DIRECTOR, DIGITAL Jacque Brittain, LPC JacB@LPportal.com CONTRIBUTORS Robert L. DiLonardo Dave DiSilva Read Hayes, Ph.D., CPP Richard C. Hollinger, Ph.D. Walter Palmer, CFI, CPP, CFE Gene Smith, LPC Shane G. Sturman, CFI, CPP David E. Zulawski, CFI, CFE CHIEF OPERATING OFFICER Kevin McMenimen, LPC KevinM@LPportal.com DIRECTOR OF MARKETING Merek Bigelow MerekB@LPportal.com DIRECTOR OF DIGITAL OPERATIONS John Selevitch JohnS@LPportal.com SPECIAL PROJECTS MANAGERS Kat Houston, LPQ Justin Kemp, LPQ Karen Rondeau DESIGN & PRODUCTION SPARK Publications info@SPARKpublications.com 704-844-6080 CREATIVE DIRECTOR Larry Preslar

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