Last week we spoke at a convention; later that evening we were invited by a number of attendees to join them in the lounge. We knew that the conversation would ultimately get around to our keynote that afternoon and it didn’t take long before someone asked what we thought were the most important aspects in developing strong associates.
Georganne said, “In all of our associate focus groups over the last five years, the most important thing they want is to be more involved in the business. Your associates want responsibility – “the buck stops here” kind of thing. And of course, you can’t give people responsibility with giving them authority.”
A man asked, “But how do you do that?” And we said, “We’re glad you asked!” Here’s the gist of the conversation that ensued:
Developing people has to begin with the right seed. The selection process must include and define the parameters you want in a new hire; think of it as a checklist of attributes the ideal candidate must possess. You will create and define these attributes based on your personal experience working with good associates, so you’ll need to work closely with your top performers to know them, their strengths, quirks and habits very well.
Look for people who are curious. A woman added, “I want people who have lots of questions about the position they are applying for. And I like it when that curiosity continues after they’ve been hired and are on the job. I like knowing that they want to learn more about my business, and that they are anxious to grow.”
We agreed; the best want to learn, to grow in their jobs, and apply what they learn to create continued success. But keeping talented people can sometimes provide a challenge to the supervisor: you cannot be a micromanager who is involved in every little decision. This need to involve yourself so thoroughly only makes your team afraid to question you. You want questions – an inquisitive nature equals INVOLVEMENT.
Many of our colleagues talk about their airline status and the huge pots of frequent flyer miles they’re racked up over the years. “I’m important double platinum …” Whatever, dude. We fly Southwest Airlines because it’s dependable and, well, fun. Southwest is a success because of its people and the folks who run the airline know that. Southwest’s associates have hundreds of moments of truth each day with the flying public, and we’re sure all of them aren’t a whole lot of fun. But Southwest understands that every single associate, regardless of job title, is tied in to those moments of truth – they need to know how their job performance impacts the customer experience. Southwest hires people who like people – you can train anyone to do anything but you can’t teach “nice”; nice has to be in the person’s nature to begin with. It’s simple: When you enjoy your job, it shows. And customers enjoy being with you. Southwest associates are involved and involvement creates responsibility. Add in fun and you create enjoyment. And positive moments of truth.
Rich said, “There is absolutely no room in business for an ‘us’ and ‘them’ distinction. You have to be one entity, a team. There’s not a person in the world who wants to be labeled a ‘them’.” A lady from Nashville added, “So success isn’t about ‘ya’ll,’ it’s about ‘all ya’ll’ – everyone working together toward the same goal.” Bingo! She is exactly right.
“All ya’ll” is just another word for team. Your team will work alongside you to create new programs for your store, and they’ll develop new ideas on their own. If you let them.
Dale Carnegie said, “People have more faith in ideas they discover for themselves, than in ideas that are handed down to them – even if they’re handed to them on a silver platter.”
So, continually ask associates for their input. Ask our favorite question: “What would you do if you owned this joint?” And don’t be afraid to delegate – you can’t possibly do it all by yourself. In delegating responsibility (there’s the word again!) you demonstrate your belief in your associates because you are giving them the freedom to do what is best for the business and for their customers.
Here’s the condensed version of what you just read:
Involvement + Responsibility + Enjoyment + Authority = Success
And if you want to know why choose Southwest Airlines over other domestic carriers, click here: http://www.youtube.com/watch?v=ivjybzdXVmI
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