Many big things start as
little ideas: it’s what you do with them that determines whether they might
become great. I had no idea trying to figure out what to look for in new hires
would lead to such a game changer: it seemed like such a simple thing. My
research led me to focus on hiring for attitude instead of skills: skills can
be taught, attitude can’t. Smarter people than me suggested I concentrate on
finding the one or two immutable characteristics that all successful service
employees must have: those were primarily optimism and flexibility. From that
simple discovery came the concept of hiring for attitude and training for
skills: an idea that radically changed my recruiting ideas and practices. Forget
genius – most of us are not in that league; but every innovation starts with a
simple concept and grows from there. I bet there are lots of little things that
could alter the way you think and do business: pick one you think could have an
impact and follow your creative instincts. Something very simple could lead to
big innovations today.
Charles Péguy (1873 –
1914): French poet, essayist, and editor
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