Wednesday, June 21, 2006

Attention to Detail

A small rant...
There is a new employee at the bank. Let's call him "Skippy". Of the four times I've been 'fortunate' to have him be the available teller, he is SLOW, has to recount money too many times, and three out of the four times has made mistakes I've had to correct. This leads to repetitively bad service because of the lack of attention to detail. The two biggest reasons for bad service are employer, rather than employee based. The first reason is hiring the wrong people/bad screening process; the second reason is improper training.

Two rules to live by as an employer.

Step 1: Hire someone who is self-motivated, passionate about what you do--or in the least has something they are passionate about--, and make certain they can and will follow direction (are trainable).

Step 2: Train them well, and immediately dismiss them if YOU failed the first step.

It's easy to get frustrated with whomever, be it your barista, your waiter, your banker, or the guy at your local convenience store. But remember, they didn't hire themselves. An idiot can't help that they're an idiot, but what does that make the person who hired them?

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