HIRE FOR ATTITUDE – TRAIN FOR SKILL
Is the person representing you and your company providing superior customer service? If so, congratulations! I suggest you thank them and help them to attain the technical skills needed for a promotion.
It seems all employers start out looking for the same thing in an employee – someone with superior technical skills who understands and delivers great customer service. When the bright lights, halo and orchestra don’t follow the applicant through the door, we tend to resort to selecting the person with the experience or technical training to do the job.
Could it be we may not have it right? Could it be that it’s easier and more profitable to train for technical competence than to hope for common courtesy and sensitivity to our fellow human beings?
Attitude can either win you a loyal customer – or send them packing to your competitor. A skilled worker is of little value if they run the customer off before they have a chance to help solve a problem or make the sale. And, since it is significantly more profitable to retain a customer than it is to attract a new one, hiring someone with a positive attitude will pay off in return visits and referral of new customers.
The Golden Rule tells us to treat others the way we would want to be treated in that situation. That principle of being sensitive toward others will serve you well in your relationships with co-workers, customers and all others in your life.
All jobs require an employee to work with co-workers, paying customers or both. Placing the person with the most positive attitude as the first point of contact will set the tone for your customers and your other employees.
If you are responsible for hiring others, you will be well served by first considering the value of a positive, can-do attitude. In conducting reference checks, ask if the prospective employee tended to be more positive or more negative in their dealings with others.
If you are currently working, remember that relatively few employees are fired because they don’t have the technical skills to do the job. Most are fired because of a negative attitude which resulted in a conflict with a customer, fellow employee or the boss.
If you are looking for a job, let the employer know during the interview that you understand the importance of a positive attitude and the ability to get along with customers and other employees.
As your interview ends, thank the employer for the time they took to speak with you, and tell them you look forward to hearing from them. If there was someone at the business that was particularly helpful in providing information or offering a friendly smile, mention that person by name to the interviewer. Your attitude will offer a clear sense of what you focus on – others.
Who would you rather be around at work? Someone who hates what they are doing, or someone who loves what they are doing? The answer is obvious. People who love what they do have a charisma and enthusiasm that surrounds them. Their attitudes are contagious, and they are simply more enjoyable to be around.
How is your attitude? If you need an attitude adjustment, try greeting everyone you see with a smile. Offer a compliment and tell them you’re glad to see them. Our first encounter with someone will set the tone for future interactions throughout the day.
If your positive attitude is slow to start in the morning, try complimenting yourself. Self-talk is a great way to jump-start your day. Have your computer startup screen greet you with, “I’m glad you’re here today. It wouldn’t be the same here without you!”
Once you get used to complimenting and focusing on others, you will quickly see that the joy comes back to you many times over.
Yes, we do get back what we give to others. Attitudes are contagious. Is yours worth catching?