Episode 007 – CX Depends on Hiring Right
Hiring Right – Episode Number 007 Shownotes…
So much of this work is dependent on hiring the right people to execute the desired customer experience. If you have people that aren’t concerned about customer service and making the customer happy enough with their experience doing business with you, then you have a little additional work to do.
As you have found, since you are in the C-Suite or on the leadership team of your company, you know how important it is to have the right people in the key roles of your business. It doesn’t matter if you are a large company or very small business, if you have the wrong people in place to run your business, things will malfunction.
If you can’t rally the troops, you have the wrong troops. You can’t be making decisions that you don’t feel confident your teams will be executed well.
You need to hire the right people. Front facing, behind the scenes, everyone.
If they don’t work face to face with a customer, they are working to support someone who does.All of these dots need to be connected.
You have got to be decisive and strategic about who and how you hire. This is key.
How well do they feel welcomed into your company? Do they feel like you’ve planned to have them there? Do they feel like folks are ready to welcome them in, show the basics of the layout, introduce them to other staff? Do they feel valued as a person and for the work they have been hired to do? Do they feel engaged? Are they listened to? Do they feel they serve a purpose in a bigger picture of company success?
When you have the right people in place, knowing what their responsibilities are in the customer experience and how they individually impact the outcome, are dedicated to doing their best, they put in the time and effort, the benefits are seen by the customer the company earns their loyalty.
On a side note… if you are looking for a good book on leadership and teamwork, there is a book called Boys in the Boat and it’s about the 1936 American Olympic crew team. It’s seriously a fabulous true story about a few of the boys on the team and their struggles individually and as a team on how they actually made it to and won the 1936 Olympics in Germany. I was literally holding my breath in the last part of the book. But there are many lessons on leadership and the importance of timing of skills and knowledge that are relevant in business today.
It’s also important to remember that when we consider employee churn we need to remember that it is becoming more widely recognized that employees don’t leave their jobs, they typically leave their managers. Think about it… their next job is likely to be very similar to the job they had with you. So why did they leave? Studies suggest that it’s because they weren’t getting what they needed from their managers and leaders. So, they move on.
Hiring the right people and providing everything they need to succeed in training and value when you do this, you are completely on the right track to delivering a customer experience the right market will want to repeat over and over again with you.
For now, understand that when you focus on getting the right people in place, it will start to systematize the consistency of your customer experience. Knowing that you can count on the people you have in place to help navigate through the initial set up stages of the customer experience work will make it much more likely to succeed. I want you to feel that when you have a solid plan from which to work, you’ll have the right people in place that if it has any chance of succeeding, it was worth it. If the plan doesn’t work, you’ll have the solid confidence of knowing it was the plan, not the people, that wasn’t right.
Action steps –
Identify the characteristics and type of people that make good employees.
Look at your current employees that you would be truly heartbroken if they were to leave. Ask yourselves, what is it about them and the way they add value to your business, their positions, and the customer experience that makes them stand out?
During the hiring and interview process, you also need to be sure you hire to fit your culture and those that also hold true to your core values, understand them and embrace them.