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A job opening can be viewed either as another “hole to fill” or an
opportunity to further your business strategy. How does a preoccupied
business owner think more strategically about hiring? First, consider
your industry. What unique identity do you want the firm to be known
for that your customers will be willing to pay a premium for?
Southwest Airlines built much of their reputation on stellar customer
service. Their strategy has always been “hire for attitude and train
for skills”. This maverick airline is famous for creating memorable
customer service moments in often stressful situations. My personal
favorite happened when a flight delay was announced but then
followed-up by another announcement of a contest for all waiting
customers who have a picture of their mother-in-law in their wallet.
Frustrated faces transformed into smiling customers as wallets and
purses were opened up and photos produced.
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Did you
know?
Hiring mistakes can add up to 10X base salary depending on position? |
Southwest also invests much more in
ongoing training for desired critical skills than their peers. The
result, compared to their peers, includes much lower turnover, higher
levels of customer loyalty and profits in a cyclical industry.
Like Southwest, you will fly higher than your competition through
putting strategy first and hiring second. Your firm will be much more
likely to enjoy higher staff retention rates, happier customers and
higher profits than your peers who view hiring as a tactical decision.
Reflections
When you think about how the tasks should be accomplished at your
firm, what are the top two most important values every employee
must embrace and live out?
Quote
“The key for us, number one, has always been hiring very smart
people.”
--
Bill Gates, Founder Microsoft
Looking Ahead
Next E-courager
Selection – Look Out for those Interviewing Pitfalls!
Issue19-7P's-People-week3
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