Cacophony

Cacophony: an unpleasant combination of loud, often jarring sounds.

With Election Day closing in, many political candidates are building up to a fevered pitch with their rhetoric, and raucous antics. Some have already declared themselves winners due to the outcome of mock elections, endless motorcades, or other displays that supposedly demonstrate the voice of the people.

Others are calling foul play because of doctored photos or misleading ads. Integrity has been questioned and decency made its exit long ago. Reciprocity is a favorite ploy of some politicians who donate chairs, tents, and tables for various functions with the unspoken “you owe me” payment to be collected at the voting booth. Favors, bribes, obligations, and even coercive tactics are used to garner votes.

Think about it. Does having the longest motorcade, the most people waving at an intersection, the loudest loudspeaker blaring through peaceful neighborhoods, or the most road signs determine the best-qualified political candidate for an office? We don’t think so—and neither should you.

Just as it is difficult to determine who will be the best political candidate, many business owners are confused when it comes to determining who will be the best person for a job that requires excellent customer service skills. People can look good, sound good, and impress you with their long list of credentials, but how can you really know which person is the most qualified for the position?

Len Schlesinger and Bill Fromm reviewed hundreds of individuals to find 14 outstanding service employees who make a real difference for their companies. They discovered that the best people do not necessarily look good on paper. If you hire people for their job skills alone, you might be making a mistake, according to Schlesinger and Fromm. With only a few exceptions, what makes individuals exceptional is not their mastery at doing a job; rather, it is the special things that cannot be taught; qualities that are intrinsic to the people and that they bring to their job, at least in raw form.

These qualities include energy, charm, attention to detail, strong work ethic, and neatness. Two traits that can be taught to newly hired individuals to some degree include the ability to solve problems, and having a customer orientation by giving your employees a clear set of goals that allows them to focus on the expectations of customers.

The managers of world-class employees could only claim to have provided simple technical training to their superstars. Many felt that the most important thing they did was to foster outstanding performance with these employees and then get out of their way. Along the way, the managers also provided feedback and recognition.

The right kind of employee needs little management. They see what they do as roles, not just a job. They have a sense of obligation to their customers and to their high set of standards—which usually surpasses the standards of the company. These service performers are so good at what they do that they don’t need to toot their own horn—their delighted supervisors and customers do it for them. They also inspire other employees to perform at higher levels.

If you communicate the goals of the organization, give the tools and resources to help them achieve those goals, and offer encouragement, then you can just stand back and watch them make it happen. When you get the right kind of person to work in your business, it makes doing business a pleasure. Hire the wrong person, and you will dread going to work each day.

When you vote for the right politicians to serve you, it will make living in the CNMI a pleasure because they can foster an environment that attracts more tourists and investors to the islands. Vote for the wrong people, and you will dread waking up each day and reading in the newspaper the latest state of emergency issue that’s wreaking havoc in people’s lives.

So, whom are you going to vote for in November? Has it already been decided through family obligations, or have you realized that you actually have a choice in the matter?

Don’t be confused by the cacophony that is sure to kick up a few decibels in the next few days. Make your decision based on who you feel in your heart would be the best candidate for each office that he or she is running for. Make your choice after thoughtful deliberation. Make your choice count on Nov. 5.

(Rik is a business instructor at NMC and Janel is the owner of Positively Outrageous Results. They can be contacted at: biz_results@yahoo.com)