Here’s a question for you - when someone says "great job!" in a professional setting, does it feel patronising?

I ask because even though we know recognition matters during onboarding, you probably could be using it more strategically.

Customers need encouragement as they navigate change, learn new systems, and convince their teams to adopt new processes.

And in B2B onboarding, we're often working with people who have plenty of industry experience.

There's a fine line between recognition that builds momentum and praise that makes experienced professionals feel like children receiving a gold star. 😬

The fact you are reading this, shows you are investing in your own success. So, let’s give you the tools to follow through. ↓

(Yes, I just used strategic praise. How did it feel?)

🧪 The Project: Recognition Repertoire

We're going to build a recognition approach that motivates customers to keep progressing, without making them feel like they're back at school.

Each step gives you a specific technique you can implement in your next customer interaction.

Step 1: Recognise the thinking, not just the doing

Most praise focuses on completion: "Congratulations, you've finished the training!"

That's surface level.

Instead, call out the quality of their approach.

Doing this shows you recognise their expertise and foresight.

This also demonstrates that you were paying attention during your interactions, which builds trust.