Hire Dogs that Want to Pull the Sled by John Tschohl
Imagine, if you will, that the business you own is a dogsled. You are in a race and counting on your team of dogs to pull you and your sled across the finish line ahead of all the other racers.
The sled is your business, the dogs are your employees, and the other racers are your competitors. In order to beat those competitors, it’s critical that you assemble a dog team that works well together and is committed to winning the race.
Elite racers know that building the best dogsled team begins with choosing those that work to win. The key is to find dogs that actually want to pull the sled. Not every dog likes to pull it—and not every person can excel at providing the kind of customer service you need to beat your competitors. Learn from mushers—hire for relentless performance.
WHAT TO LOOK FOR IN HIRING STAFF
Customer-service professionals are made, not born, so good core attitudes are essential. You must identify and hire people who have the skills and attitudes you want and then help them learn the skills to provide exceptional—and relentless—customer service. Those people will have an instinct for talking to people and treating them with respect and concern—the foundational elements of great customer service.
Positive energy and attitude will go a long way in building a service culture within your workforce. Look for positivity, mental agility, sincerity, and creativity. Once empowered, those people will be relentless in serving your customers. It is critical that you hire people who want to drive your business, who share your goals, and are committed to driving your business. Just as not every dog wants to pull your sled, not every employee wants to do whatever it takes to ensure that your company succeeds.