Face Off

Our company allows field personnel to receive and keep gifts from our clients. Unexpected tips and gifts, no matter how large or small, can be a huge motivator in any person's life. Our field staff has received gifts for going above and beyond its given scope of work and exceeding our client's expectations. Examples include cash rewards of $100 to $500, gift certificates, and food and beverage items.

Employees are usually glowing about such gifts and can't wait to share the news with others at the company. It's a real ego booster. Also, when our staff operates at such a level that the client chooses to reciprocate by offering a tip or a gift, it is a compliment to our entire organization.

Since they receive the gift after the completion of the job, I don't believe it influences them in their daily work decisions. However, we require the crew to report all gifts and tips to their supervisor. This is to prevent the supervisor from feeling awkward and out of the loop in conversations with clients.

If a lead carpenter is the only one to receive a gift, they may choose to share it with others who were on that jobsite. It is not a surprise to me that they always choose to share. This builds team spirit and helps everyone understand the meaning of team culture. To build a culture of ownership, one must share in the benefits, as well as the burdens, and this is one small way that staff can feel like they are sharing in the benefits.

Mike Gervais, CR, CGR, CAPS
Prime Construction
Prime Handyman
Burlington, Vt.
Big50 2003

We do not allow our employees or subcontractors to accept gifts from clients, suppliers, or vendors and made a point of including that policy when we developed our employee manual 10 years ago. In addition, employees are not permitted to give gifts to customers or suppliers, except for certain promotional items imprinted with our logo.

On jobs that take many months or even years, our employees spend far more time with the client than they do in the office or in contact with management. Employees can develop intimate relationships with clients. They are present when the kids leave for and return from school, during times of sickness, and during family high points. Our employees are charged with delivering a specific scope of work and following well-defined processes for dealing with changes.

However, the jobsite employee may have to make a judgment call on certain issues where they have to decide between the interests of the company and the interests of the customer. We do not want their decision to be affected by a gift they have or expect to receive. There is too much pressure and too much money at stake during the “ups and downs” of a construction project to give either side cause to attempt to influence the other with gifts.

As for the customers, we don't want them thinking they have “bought” any kind of favors by giving gifts to our employees or subs. If a customer is happy with an employee's work, we prefer that they tell us. We solicit these comments at the end of a job. This allows me to reward the employee for exceptional work.

Brian M. Petersen
Diversified Construction
St. Louis Park, Minn.
Big50 1999