In many ways, integrity is being true to yourself. People, like companies, have values, guideposts to how each conduct themselves. These daily messages follow a rotating 10-week set of corporate values, emphasizing their organizational and personal importance and practicality. The trick for recruiters is to find employees who support and compliment the company’s values while hewing true to their own. And the trick for managers is to apply and applaud their usage in support of the company and the individual. It’s important to allow the employee to be themselves – interpreting policy and service in ways that follow the letter while using their unique personalities. Companies that seek to impose strict guidelines ultimately tend to stifle the individual in each employee and the result is more robotic that personable. I remember early in my career when Mr. Wynn sought to relieve service employees (specifically in the call center and front desk employees) from having to repeat overly scripted and routine greetings and salutations – he thought it was phony and employees released from these scripts ended up putting their personalities into their work. The best service employees (and employees in general) prefer to be in charge of their own smiles. Customers will tell you that they really appreciate great service and real smiles. This became the standard after that and was one of the key elements in the legendary service found at the Mirage. Guidelines are important but don’t let them stifle the kinds of personable service and fun that customers appreciate. Let your employees be themselves, full-time, today.
Phil Knight (born 1938): American billionaire business magnate who is the co-founder and chairman emeritus of Nike, Inc.
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