Skip to main content

Really, I am that good

So which is it, inquired pondering Pete, do you believe that I have the answer to your problem or do you simply have faith in me as a problem solver? Legendary Lee responded; I think the answer to that question has changed over time. Years ago when a variable speed drive failed you most likely had to call an expert to repair that piece of electronic equipment. Yet today if I am electrically inclined, it is possible a search of the Internet may reveal ideas which will assist me in solving the problem myself. Not too different from those game shows that allow you "a lifeline" to call a trusted friend for assistance. Today our lifeline is a digital platform and its seemingly boundless search data, whereas yesterday with limited communication, all of the expertise resided with analog-isolated individuals. 
  
Lee continued, so which is better the person that has all the answers or the person who can get all the answers? In some ways it boils down to your beliefs around education and the significance of building fundamental competencies.  If you consider for a moment that access to information in today's day and age is more important than, what other competencies are essential to deliver outstanding service? The attributes at the top of my list might be empathy, trust, curiosity, innate skill, attitude, and intelligence.  Unfortunately many of those attributes are difficult to train, however given the right environment can certainly be nurtured. Now Pete was completely confused, he was looking for a short answer to the complex question of "who is the best person to hire". 
  
Pete recalls a job applicant which he visited with just last week. "He just walked into my office full of attitude and proclaimed, yes it's hard to believe I really am that good!". At first Pete didn't know what to think, was this guy just an arrogant ass or was he so filled with confidence that he could find the answer to any problem put in front of him? Would his approach be welcomed or resented by our customers and teammates? Lee suggested maybe a little bit of both. The real trick is to measure folks and qualify them objectively. Answering the riddle of "I really am that good" must be achieved by monitoring performance across a period of time, aligned to conditions which positively impact the customer experience.  If your process is filled with subjective ranking scores such as yelp and or a net promoter style score then your results will always be controversial. However, when you and your team can agree upon objective points of measurement worked into an analysis system which is dynamic and relevant, your customers and employees with thank you.   
  
It seemed like Pete was starting to come around, you must have the core competencies, confidence and the proper culture to produce an all-star team.  When things are not firing on all cylinders you may get too much confidence and produce prima donnas or too little and end up with those who feel entitled.  Lee finished up with one final statement, Pete; achieving balance is key; competency, confidence, and culture.

Labels:

Comments

Post a Comment

Popular posts from this blog

In$pired

As the steam from Avid Andy's coffee fogged his glasses on this crisp January morning, he reflected on last year and thought enthusiastically about the year ahead.   Sometimes the noise of business is deafening, we rarely take the time to contemplate our moves, instead are often thrown one direction or another.   Hey, face it, if you are reading posts to gain perspective you fall in the group of folks who pride themselves as obsequious hoop-jumpers.   We live to help others and expect that all of those around us feel the same way.   I just love Influential Irene.   Okay, it is out in the open, she is an inspiration for me and so many others.   Irene reminds folks every year, without fail, these three statements which she fondly refers to as "the punchline" (although this is no joke).   Businesses, of any size, will be successful if they remember that it is people that make a company.   Put this advice into practice, today: Sincerity |...
Post a Comment
Read more

expert at everything...not a problem

Well... I would say sometimes there certainly is a perceived notion that one person is an expert at everything. For the worker "everything" may be defined as the specific area in which you were hired or are constantly scheduled. Our opinions are frequently influenced off of past experience, or information we've received from their coworkers. Unfortunately this only gives us partial insight to that workers expertise and often is limited to their most recent history. Narrowly focused accounting is made of the skills that this individual possess. Come on, can't we figure out a way to leverage all of the skills of a particular worker? One of the challenges has always been that relationship between the activities which need to be accomplished and the myriad skills of individuals within your workforce. In addition, even if you could inventory and get a pretty good handle on the skill sets, they are constantly changing (with any luck) and thus the ineffective process of ...
Post a Comment
Read more

Who owns the data?

Finally the capital budget allows you to replace some very old equipment.    You can't open a trade magazine without seeing the latest news regarding the Industrial Internet of Things (IIoT).   Lucky for you the equipment manufacturers are offering an IIoT ready solution packaged with your equipment.   Suddenly your enthusiasm turns to confusion as you review the details of the quote.   What the hell is that subscription fee?   Isn't this equipment mine; lock, stock and barrel?   You mean to tell me that I need to pay the manufacturer, every month,   to give me the luxury of accessing data produced by the equipment I just purchased?   The only explanation has to be new math, at least as a child this is what my parents told me when I asked hard to answer questions. It's amazing how history repeats itself, we are starting to see manufacturer specific data languages appearing in their "smart" equipment.   Didn't we learn our lesson ...
Post a Comment
Read more