In a great book, "The Essence of Leadership," Successories founder Mac Anderson wrote about hiring great people. He used an example of the Nordstrom philosophy which I particularly enjoyed, so I want to share it with you.
Anderson was lunching with a senior executive from Nordstrom. During that meal, he asked his lunch mate what is the key to Nordstrom's success?
"We hire great people and empower them to do whatever it takes to satisfy the customer," the exectuive told Anderson. "We learned a long time ago that you can't send a duck to eagle school … You can't teach someone to want to serve, you can't teach a smile, you can't teach personality. However, you can hire people who have those qualities, and we can teach them our products and teach them our culture."
Anderson continues, "As leaders, how many of us are guilty of hiring ducks, thinking they could become eagles? I would be the first to raise my hand and admit it. What has happened, at least with me, is that I needed people quickly, and even knowing they weren't exactly what I was looking for, I rationalized … and hired them anyway. This can be, and actually is, one of the most expensive mistakes any leader can make. You must constantly remind yourself that hiring the right person for your team is your most important job as a manager. With each hire, your credibility and your team's success are on the line."
Ability is what you are capable of doing. Motivation determines what you do. Attitude determines how well you well do it. This story has worked wonders for Nordstrom so I think there is little danger of it failing each of us. Great leadership usually starts with a willing heart, a positive attitude and a desire to make a difference. Remember the shortest distance between two people is a smile.
Anderson was lunching with a senior executive from Nordstrom. During that meal, he asked his lunch mate what is the key to Nordstrom's success?
"We hire great people and empower them to do whatever it takes to satisfy the customer," the exectuive told Anderson. "We learned a long time ago that you can't send a duck to eagle school … You can't teach someone to want to serve, you can't teach a smile, you can't teach personality. However, you can hire people who have those qualities, and we can teach them our products and teach them our culture."
Anderson continues, "As leaders, how many of us are guilty of hiring ducks, thinking they could become eagles? I would be the first to raise my hand and admit it. What has happened, at least with me, is that I needed people quickly, and even knowing they weren't exactly what I was looking for, I rationalized … and hired them anyway. This can be, and actually is, one of the most expensive mistakes any leader can make. You must constantly remind yourself that hiring the right person for your team is your most important job as a manager. With each hire, your credibility and your team's success are on the line."
Ability is what you are capable of doing. Motivation determines what you do. Attitude determines how well you well do it. This story has worked wonders for Nordstrom so I think there is little danger of it failing each of us. Great leadership usually starts with a willing heart, a positive attitude and a desire to make a difference. Remember the shortest distance between two people is a smile.