I don’t know what it is, but I love customer service. Sadly, it seems non-existent nearly everywhere I go. Employees don’t seem to care and their managers don’t seem to care that they don’t care. Anyhow, I have been reading “The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company.” It’s a great book, that EVERY manager and executive should read. In the book, I came across this excerpt regarding employee pride, which seems to be tied to their employee selection process (they don’t call it hiring):
“That pride in being selected also serves as a motivator to live up to the trust that has been placed in the individual upon being hired. Adam Hassan, boiler operator in the engineering department, explains, ‘When people take so much time to select you, you really want to prove that they made the right choice. So if I see anything unusual, I take care of it. I don’t have my boss telling me to go do it; I go do it on my own because I don’t want to let the guests or the other Ladies and Gentlemen down. If I turn my head on a broken lamp, I am not living up to the standard of a service professional. Everybody here does the same thing: They walk in the hallway and if they see a piece of paper, they bend down and pick it up. That comes from the heart; it comes freely, because they have chosen us as if we owned the place.’
“The hiring process not only serves as an opportunity to find people to perform necessary functions for a business but ultimately also sets the tone for the pride people take in their work. By creating layers of evaluation, new hires feel that leadership has invested in getting to know them. Further, they realize that leadership wants to ensure that those who join the company can meet or exceed the standards of those who have come before them. Ultimately, staff members feel a responsibility to live up to the trust placed in them through their offer of employment . . . and they even become recruiters themselves.”
I have often wondered why some people go above and beyond, while others tend to do as little as possible. I ALWAYS picked up trash and ALWAYS straightened displays. I couldn’t not do it. I took pride in my work. And that is what it all comes down to: personal pride. If a person doesn’t take pride in their work—no matter what that work is—they most likely are not going to do a good job. Companies can go a long way in helping their employees take pride in their work and one of those methods comes in the hiring process.
The good news in all of this is in a sea of mediocrity, it’s not hard to stand out.
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