At the 2018 Global Leadership Summit, Danny Meyer, NY restaurateur, said that hiring is 49% technical and 51% relationship.
Think about that. If a person gets their job 100% right, they still only score 49. The rest is about relationships. And, Meyer says service (knowing your product, serving customers well) is part of the technical. The 51% is not about how I serve you but how I make you feel. Because (as Maya Angelou wrote) that is what people will remember; that is what will bring them back or chase them (and their friends) away.
There will be mistakes, but, Meyer says, the road to success is paved with mistakes well handled. People will talk about our mistakes, but we must give them a follow-up story: ‘Do you know what happened next…!’
Don’t hire people just because they are good at what they do but because of who they are and how they will make your customers feel.
How can Simply Communicate help you and your staff with the 51%?