Are your people owners or renters?
The most important decision you will make as a leader is who you hire, fire and promote.
While high-performing organizations understand that customers are their #1 asset and that 85% of their problems, challenges and opportunities are process related, the people they hire to deliver value to their customers remain their single most important decision.
At Sympli Works, we like to say, “hire the soul, train for the role.” Herb Kelleher, co-founder and long-time CEO of Southwest Airlines put it this way: “You don’t hire for skills, you hire for attitude. You can always teach skills.”
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- Edwards Deming, a statistician, philosopher and trailblazer in the study of performance excellence stressed the importance of “owners” and the deadly consequences of “renters.”