It is the typical chicken or the egg syndrome – which one comes first? The traditional company focuses on the “customer is king” and then staffs to meet the needs of the organization. After all, the customer brings in the revenue to fund the operation. Right?
Consider reversing the equation as companies like Marriott and Southwest Airlines have done successfully; putting employees first on the radar screen. Their primary focus is not on hard skills, but the soft skills or attitudes of potential employees.
Recently a colleague was sharing a story of someone who was interviewing for a position. She was up against some stiff competition. The other person could recite all the technical knowledge like a walking textbook. She felt insecure in her technical knowledge and her primary discussion points were her passion for music, travel and culture during the interview. Leaving the company, she just knew she lost a golden opportunity. A few days later, the call came and the coveted position was hers!
This savvy company realizes the value of a broad perspective and eagerness to test the world. Her smarts are not solely from a book, but from life. Her curiosity quotient will reap rewards for years as she taps into an innate ability to ask “why” as she learns the business and deals with external customers.
Bringing in the employee is only the first step; retaining them is just as important. The next challenge is to create an internal culture which supports the criteria for selection. Open communication and permission to challenge the status quo provides a fertile seed for continuous development.
If you are successful in hiring the right attitude, ultimately, the external customer will win. Your employees will champion their interests, mastering their relationship skills to influence outcomes more positively. Your customer will fall in love with them and will not want to leave. The greater challenge for you is to keep them feeling appreciated and respected….so they stay.
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