The old saying in business, when it comes to hiring people, is hire for attitude, train for skill.
Shep Hyken has shared ideas related to this quote in several articles and videos. So, why bring it up again? First, it’s a concept worth revisiting to remind us of this important truth, especially in the world of customer service and experience. Second, She Hyken recently heard a version of this that captures the essence and further emphasizes the importance of attitude versus skill.
The richest man in the world is Elon Musk, the CEO of Tesla and founder of SpaceX, with an estimated net worth north of $500 billion. Whether you like the way he does business or not, we can’t ignore that he may have ideas worth paying attention to, and his take on this old quote is one of those ideas. The concept of hiring for attitude is driven home when he says, “Skills can be taught, but attitude changes require a brain transplant.”
Another man worth paying attention to is Jim Bush. In Shep’s book The Amazement Revolution, Shep interviewed Bush, who at the time was the executive VP of world service for American Express, responsible for customer support centers around the world. He shared that if he could hire someone with years of experience at a support center or working at the front desk of a hotel, he would choose the person with the hotel front desk experience.
Bush said, “We’re talking about human engagement, and that requires the ability to connect.” That’s why American Express began hiring people with hospitality experience. They had the attitude American Express was looking for. After being hired, they could be trained on the technical skills needed to work the computers at a contact center.
Now, before Shep goes further, some of you might be thinking that certain jobs require specific skills, regardless of employees’ attitudes, and you are correct. A surgeon must graduate from medical school before operating. An electrician must learn the trade before wiring a home. Certain jobs require technical proficiency. However, if you hire someone with those skills who has the wrong attitude, they can harm your culture and potentially drive customers away. So, take this concept in the spirit of its meaning.
So, back to Musk’s line about attitude changes requiring a brain transplant. The comment is a bold way of saying that attitude isn’t something you can download like software. It’s hard-wired. People’s attitudes have been formed over their entire lives, from the time they were babies. Leaders who understand this focus on recruiting people who come to the job with the right mindset, with an attitude that fits the personality of the company. The takeaway is simple. Hire people who care. Then, teach them the specific skills they need to perform their job effectively. You can train for competence, but you can’t train for caring.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
James P. Randisi, President of Randisi & Associates, Inc., has been helping employers protect their clients, workforce and reputation through implementation of employment screening and drug testing programs since 1999. This post does not constitute legal advice. Randisi & Associates, Inc. is not a law firm. Always contact competent employment legal counsel. To learn more about the rights of employees who test positive for marijuana, Mr. Randisi can be contacted by phone at 410.494.0232 or Email: info@randisiandassociates.com or the website at randisiandassociates.com
