Today’s quote pretty much sums up what each of us is responsible for. Simple. Straight forward. What we should aspire to and inspire those we’re responsible for to strive for. It’s a formula for a complete and responsible person. Things every leader should incorporate into their new hire training programs – designed to produce the opposite of scripted, robotic, standardized behavior. Because employees want to be themselves and customers want authentic service. Manufacturing assembly lines and fast-food production kitchens work because they’re efficient – don’t try to emulate those for service standards. Standardized greetings, processes, and salutations fail because after a short time they sound canned and inauthentic – allow employees to put themselves and their personalities into those functions and they become genuine. So, explain what’s expected, show them how, let them practice their own patterns, provide coaching and support, and encourage them to have fun – that’s how individuals shine. Trust them to think, act, speak, and be themselves, without any contrived imitations, and your customers will reward you with the kinds of great loyalty and reviews that show up on the bottom line. In any business. Give your employees the responsibility to be their best selves today.
Marva Collins (1936 – 2015): American educator best known for creating Westside Preparatory School, a widely acclaimed private elementary school in the impoverished Garfield Park neighborhood of Chicago, Illinois.
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