….As we continue our life lessons for the recent grads and suddenly-minted grown-ups who are out in the workplace, earning a living, and trying to hold onto a job. (Of course, if they haven’t read Your Name Here: Guide to Life yet, none of this great advice will work. JK.)
A number of years ago, we had an opening for an administrative assistant, paying something in the $14,000 range. Yes, it was a long time ago and, no, it wasn’t a queen’s ransom even then. One woman who interviewed for the job was the executive assistant to the president of a major institution. I don’t remember if it was a university or a hospital, but it was absolutely a big-time organization.
So I asked her why she was interviewing with us, since this was not a top administrative job and our pay level was about a third of what she was earning in her then-current position. And she told me, “They expect me to be nice to everyone. People come in to see my boss and I’m supposed to show them around and treat them like they’re important. I don’t know these people and I’m tired of having to treat them like I care.”
Not quite a word-for-word quote, but pretty darned close. Surprisingly, I decided not to hire her and force her to be nice to any of my clients.
I was reminded of my cantankerous applicant a few days ago while flying home from an assignment. (Actually, we weren’t flying home at all. We were sitting on a tarmac in St. Louis, waiting to refuel, because weather delays at O’Hare meant the plane didn’t have enough fuel to get all the way to Chicago.)
My seatmate and I were talking about the tough job market for recent grads and the lack of preparedness many feel about their entry into the real world. Both of us agreed that it’s very easy to succeed by making customers happy, but that most companies and their employees expend huge efforts to achieve the opposite effect. (Did I mention we were customers of an airline when the topic came up? What a coincidence!)
As we talked, I noted that we didn’t have to cite some major management guru or the hottest new reality show about apprentice bachelors lost in hell’s kitchen. It’s tough to succeed in business without really trying, but it doesn’t take much effort to get ahead of the competition.
For recent grads seeking the not-so-secret bits of wisdom that practically guarantee success, here are a few that we discussed while stranded on the tarmac:
1. Ask the customer. The customer is the ultimate arbiter of value, so her opinions are important. Why does she buy from you? Why won’t she buy something else that you sell? What are you doing that makes her loyal and what are you doing to push her away? Many people are afraid of rejection, so they don’t want to ask for trouble. The people who do ask are rare, but appreciated. Even better, they get the chance to identify and resolve issues before the customer leaves forever.
2. Return the phone call. FaceBook and LinkedIn and blogs (yeah, I get the irony) are a bunch of people talking without really anticipating a response. Phone calls are different, though, and people want to be called back. So many calls are left in voice mail forever—or can’t be left because the mailbox is full—that the person who returns calls promptly is miles ahead. There’s a corollary to the statement, “If it’s important, they’ll call back.” It’s also true that, “If YOU”RE important, they’ll call back.” If you’re not that important, they’ll move on to someone more responsive.
3. Prep for the meeting. Few things are more annoying in a meeting than wasting everyone’s time by reviewing what they should all know already. Even worse, some people proudly announce that, “I didn’t get a chance to read the materials, so I’ll just listen for a while.” Translated into English: “No point inviting me to future meetings because you’ll just be paying me to sit here and add nothing.” If it’s in the package you got before the meeting, read it. And if you somehow are unable to read it, don’t brag about your ignorance.
4. Follow up. I recently had a $1 million account relationship to place, so I contacted three businesses to get proposals for the package. Two responded with proposals within a few days of the meeting. One didn’t follow up for nearly three months, which was about ten weeks after they were out of the running. It’s not always this dramatic, but major points come from following up quickly.
5. Offer help. When a problem comes up, 75% of the people in this world will offer one of the following responses:
• It’s not my fault.
• Our policy doesn’t cover that.
• Are you sure you didn’t break this intentionally?
• There’s nothing I can do.
The other 25%, the successful ones, will offer to help. “Let’s see how we can fix this,” is a good start to a repaired relationship. Even if the problem cannot be fixed, the customer doesn’t blame you, because you’re the one who tried. When someone’s initial response is, “There’s nothing I can do,” they get no points if the problem is ultimately resolved.
My seatmate and I agreed that technical skills and trade secrets offer little assurance of career achievement. Simple skills, the kind of stuff we all were supposed to learn in grade school, represent the fundamentals tools for careers, as well as the rest of life.
Pass this note on to your friends, kids, kids’ friends and anyone you know who’s starting out in the working world. Only a small percentage will actually follow these simple rules, but those happy few will be very grateful to their mentors.
Read the rest of this entry »