I’ve written often here about ‘hiring for attitude and training for skills’: it’s a popular strategy today, but not so much when I started doing it in the mid 80s. The attitudes I focused on were optimism and flexibility or, as I would tell it, the ability to smile when interrupted. It’s amazing how much of an impact a smile has on people: it’s infectious and creates great customer satisfaction. When people would ask me how I trained employees to smile, I’d answer: “I didn’t; they smiled in the interview, so I hired them”. While that may be over-simplified, it’s mostly right. When you smile at someone, they often smile back; just like when you gesture or maintain eye-contact, they do too. And when you see someone without a smile, they can catch yours. That’s the key in the service business and it can’t be over-emphasized. Don’t believe me: next time you’re walking past someone or talking to people on Zoom, flash them your best smile; more than likely, they’ll return the gesture. It takes 10 muscles to smile and 6 to frown but the results of the first far outweigh those of the second. And, by the way, smiling and happy people get more done and are more loyal than frowners. Give everyone a smile today.
Dolly Parton (born 1946): Singer Songwriter, Actress, Author, Philanthropist
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