When you started your business, you were in control of everything each day. As the business began to grow, you had to hire people. You probably went through a few before you hired your current team. If I were to ask you to rank them A-B-C, I bet not everyone would be an A or B.
Really, your business is your people. They are the ones facing your clients daily. If I were to ask you to define the qualities or skills you want in a technician or call taker, you would probably create a list like the one below. The employee should…
- Be honest and trustworthy
- Show up on time
- Know directions and the area we live in
- Be prepared to work overtime
- Willingly work standby
- Work well with their fellow employees
- Go the extra mile for clients
- Be technically competent
- Have legible hand writing
- Willing to learn
If you agree that this would describe a great employee, or if you create a list that is similar, you’ll find that the qualities you’re looking for are not based on technical aptitude – they’re based on attitude. We hire for aptitude but we fire for attitude. Consider reversing this and you will find yourself with more A and B employees – which will make your life easier!