A good employee is like a three-legged stool
You cannot beat three legs on a stool. Otherwise, it’s next to impossible to maintain the proper balance and center-of-gravity.
It’s useful to think of a three-legged stool, when thinking of employees. Like legs on a stool, each employee needs at least three high-level attributes to maintain the proper balance within a company and the right center-of-gravity. They are:
- Hard skills - Those skills necessary to do the fundamental job hired for (i.e. answer the phone, analyze financials, run the computer, balance the books, etc).
- Soft skills - The knack for friendliness and courtesy. Saying “hello, please, thank you and goodbye,” along with the ability to communicate well (i.e customer service skills).
- Culture fit - Possessing the same work ethic and desire for growth as the company.
It’s easy to focus on hard skills only … “She is GREAT at doing what is needed!” We so appreciate when someone is an outstanding fit for what’s needed, that we forget about two other important features of what makes an employee great within a company: the soft skills and fit within the culture.
Soft skills are important. This is a no-brainer for those positions with customers interaction. Customer-facing employees must be friendly, courteous and represent the company in its best light with customers. After all, customers represent the life-blood of a company: revenue. However, if everyone — including the bookkeeper — maintains strong soft skills, you promote, propagate and maintain a fun, positive and healthy workplace environment, which makes it even easier for the customer-facing employees to maintain great relationships with the customers.
Soft skills include communication skills, and are often overlooked. If an employee cannot articulate him or herself clearly, they will experience difficulties with representing others and the company, problem solving and/or conveying information. They will delay or neglect filling paperwork, time sheets, follow-up cards, etc, if they have trouble writing.
When I see otherwise great companies with great products or services having trouble with customer retention, I almost always find companies whose employees have little or no soft skills. Customers like to be liked, and like to associate with others who are friendly, helpful and courteous. Unfriendly employees, who appear preoccupied or generally lack sincerity, will push customers away and they will never come back.
As it relates to culture fit, consider two different business owners: The first is an A-type personality, who works hard toward a 5 years exit strategy. The second owner could care less about making a profit, and cares dearly about promoting a healthy lifestyle. Is it possible for the same great employee to be successful in both companies?
If, as an owner or manager, you’re constantly working overtime, are you going to be okay with a nine-to-fiver? Or, do you need someone who is willing (without asking) to burn the midnight oil?
Individuals who bring a balanced mix of hard skills, soft skills and culture fit, will be far superior, happier and longer-lasting, than individuals who possess only outstanding hard skills, and lack in the other areas. A hard skills only employee will ultimately lead to frustration and a quick turnover–in that employee, as well as customers.