Make it a habit to catch people doing great work AND give them a pat on the back for it. So often, customer support leaders focus on improvement opportunities and coaching underperformers. It’s just as important, and maybe even more powerful, to notice a job well done and reinforce that behavior through a quick message. Afterall, who doesn’t like to be congratulated? One very simple way to build a routine for “Catching and Congratulating” is through a Quality Assurance (QA) program.