Employees are more likely to stay when they feel seen, heard, and valued. That starts with leadership that listens, supports, and invests in their growth.
Pennsylvanians hold a deep appreciation for many things – our sports teams, our family traditions, our beautiful landscapes, and, yes, even our local sandwiches. But one of our most quietly held admirations is for Mr. Fred Rogers, a Pennsylvania native who believed in the power of simple gestures: a gentle voice, a warm smile, a thoughtful note. Mr. Rogers once said, “Imagine what our neighborhoods would be like if each of us offered, as a matter of course, just one kind word to another person.” He reminded us that intentional interactions can make a positive impact on those around us.
For me, growing up with the last name “Little” and as a native of Mr. Rogers’ neighborhood, that message rang loud and clear. Phrases like “Little things make a big difference” were scattered throughout my childhood home on decorative pillows and grandma’s coffee mugs, constantly reminding me that the little things may, in fact, matter the most. These same principles apply in today’s workplace, where thoughtful gestures can elevate an environment from good to great and reinforce a caring culture that drives long-term success.
Understand Your Audience
America has four generations in the workforce, so the phrase “I’m headed to the office” has evolved to mean different things to all parties, pushing us to adapt beyond the familiar. Regardless of in-person, hybrid, or remote work arrangements, firms must find ways to stand out to both potential hires and among their current teams. Appealing to both recent graduates and seasoned professionals is a balancing act that is key to a firm’s success.
As firms evolve and different strategies are tried, small acts of kindness may get lost along the way. For example, let’s say an organization turns to over-the-top benefits or fancy job titles to recruit and retain employees but they stop recognizing work anniversaries, they put at risk the core values necessary for long-term success. It’s often genuine moments like remembering a colleague’s birthday or asking to see a picture of their newborn that foster an environment where employees want to stay. According to an article written by the Harvard Division of Continuing Education, employees “working in companies that have a positive corporate culture are healthier, happier, more productive, and less likely to leave.” Other research suggests it is how people feel at work that shapes a rewarding, sustainable culture, which directly influences recruitment and retention.
Laying the Foundation
A firm’s culture is shaped by the actions of its people. So, the foundation is laid long before an interview even takes place. It may start with a handshake at a career fair, an invitation to a charity event, or a shared meal at the neighborhood cookout. Rarely will one conversation result in an immediate hire. However, it might present itself as a referral from a client or a message on LinkedIn – one, two, or five years down the road. Opportunities to brand can happen anywhere, anytime. Consider the following “everyday” scenario:
At a wedding, seated among strangers, someone mentions that their niece recently accepted a role at a local firm. You share a few tips as a fellow public accountant and casually mention some fun facts about your firm. The conversation moves on. But the passion you conveyed during the discussion leaves an impression. Years later, that person you met at the wedding remembers your conversation and asks about openings with your company. His niece is looking for a new place to call home.
Organically, you have elevated your workplace and now have a candidate who might get to experience it firsthand.
Shaping Your Culture
By the time a candidate accepts an offer, they have formed a perception of their new work home. New hires show up with an expectation that the company will be there to help them grow, while also eager to contribute their knowledge to their employer. According to research conducted by the Society for Human Resource Management (SHRM), employees are “more likely to stay when they feel seen, heard, and valued – and that starts with leadership that listens, supports, and invests in their growth.” The best firms help shape the experience of their most recent hires by engaging them with firm leaders early in the onboarding process.
Listening with Intention
Great leaders don’t just listen; they show individuals that they are being heard. They adapt to the firm’s needs as well as those of their employees. A Gallup study reveals “when people feel their voice matters, they’re 4.6x more likely to feel empowered to do their best work.” In this environment, leaders organically inspire their teams by example. Whether personalizing a handwritten note or initiating an unexpected lunch with a mentee, how leaders show they care is important for an organization to thrive.
Showing You Care
In the workplace, most of us do care about our coworkers, but many of us may struggle to express our thoughts to others. For some, giving a compliment or speaking up makes them feel vulnerable. But even when it may be uncomfortable, stepping outside our comfort zone can make a big difference – especially for those around us. Can you recall a time when someone extended a sincere gesture to you? Maybe a deeper relationship was nurtured at that moment, or it simply made your day better!
Brightening Someone’s Day
Although it can be the grand gestures that build a great culture, it’s likely that the smaller personalized actions will elevate a firm to the next level:
- Remember the little things matter – Post-it notes, check-ins, warm smiles, conversations before a team meeting, or even public and private recognitions.
- Welcome individual stories into the workplace – These moments offer a sense of belonging and compassion. Embrace every aspect of others’ personal and professional backgrounds, personalities, knowledge, and experiences. It all counts.
- Encourage kindness at all levels – From interns to partners, how you treat others will influence one’s communication, work performance, and overall experience.
When we lead with kindness, listen with care, and offer support as friendly neighbors, we create an atmosphere that not only attracts talent but also feels a little more like home. So, the next time you have a chance to brighten someone’s day, take it. Because at work—and in life—the little things aren’t little at all.
They are everything.
Courtney A. Baum is director of talent Sisterson Certified Public Accountants & Consultants in Pittsburgh, Pa. She can be reached at CABaum@sisterson.com.
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Statements of fact and opinion are the authors’ responsibility alone and do not imply an opinion on the part of the PICPA's officers or members. The information contained herein does not constitute accounting, legal, or professional advice. For actionable advice, you must engage or consult with a qualified professional.
