July 7, 2010

Six Competencies to Covet

This is a multi-part blog article, but as I write this on Maui looking across to Lanai, I have no idea how many I will write on this topic. It’s not just that I am captured by the beauty of the Islands its that Competency Coveting has many aspects to it and every time I write on the topic I learn more about what skills and attributes are truly required in an organization wanting to be successful and survive the randomness and unpredictability of the times we are in.

Why are Competencies important? They ENABLE certain outcomes that are mandatory if your organization wants to BE DiFFERENT. A Brave Idea without skilled people to turn it into a Crude Deed will remain as an unfulfilled dream. THis stuff is Important. Critical. Life-or-death dependant.

So, here are Six Competencies your organization needs to COVET if you want to distinguish yourself and have the competition chasing you:

> LISTENING—you can’t discover Customer “Secrets” and create dazzling Customer Moments if you are not a 100% Listener.

> APOLOGIZING—a successful Recovery Act after you have screwed a customer around begins with “I’m Sorry”. Make sure you covet people who do this naturally. Some can’t. Some don’t want to.

> HUMAN BEING LOVERS—Dazzling customers is all about taking care of them and it can’t be done if your people would rather be doing something else other than dealing with humans. It’s always amazed me how a customer quickly gets that the server really doesn’t like their job!

> HIGH PAIN TOLERANCE—greatness doesn’t come without disappointment and pain along the way. Resilience pays off.

> BORN APTITUDE TO SERVE —again, memorable Customer Moments are possible ONLY through employees that have the natural ability and desire to serve others. Find them. Nurture them. Protect them. Hug them. Reward them. Cherish them.

> ABILITY TO FAIL SUCCESSFULLY—Progress requires people trying stuff and failing along the way. That’s innovation. But failing is only useful and strategic if the learning from it advances us toward our Strategic Game Plan. Failing begets LEARNING.

So as we go along the Competency Coveting trail, write them down and compile the complete list. Begin thinking about the questions you will ask in an interview with a prospective position candidate. Measurement of these competencies is critical; start developing your thoughts on how you will do this.

More comin’ at you later…..

Cheers, Roy
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BE DiFFERENT YOU! | Leadership | Permalink
Posted 7.7.10 at 08:00 am by Roy Osing | Read Comments (0) | Leave a Comment