Creating consistency within your Company

Creating consistency within your Company
by Jason St.Clair

In the previous post, I explained why exactly it is important to create a consistent result with your company. It gives the customer peace of mind. I will explain how exactly to achieve this goal within your company.

My first job out of high school was working at a casino. I needed no experience and they taught me the ropes of how to be an employee. How exactly the casino achieved that was a clear manual giving to me on the company as a whole, a handbook explaining exactly what I would be doing in my role. If there were any issues that would arise, how they should be dealt with and how it should be moved up the chain of management. In short, they taught me exactly what my job was and exactly how to do it. There was no room was creative thought or interpretation in that manual. It was just, this is how you do this. Please do these steps every time. This created a consistent and reliable result with the customer. They knew how they were going to be approached and served.

The Casino hiring me, someone with no experience and only a high school education was not an act of pity, or the hiring manager did not see something special in me other than the other candidates. Maybe there was a bit of familiarity because I had some family working at the casino at the time. However, they hired me, because they knew they were not hiring for the extraordinary. The needed someone that had the least amount of skill that they could train for a consistent result. As a matter of fact, this is every single casino's mode of operation. I will share this article clip I took from the Boston Globe, although the Globes intention was to show that the Casino brought some much-needed employment to some people that were in dire need. I saw something completely different, I read between the lines and it helped give me insight into the types of people they target for their company. “Half of the new employees at Plainridge Park Casino, the state’s first casino, were unemployed or working part-time when they were hired, a new survey has found. The two-year survey, conducted by the UMass Donahue Institute, also found that 40 percent of new hires at the Plainville slots parlor, which opened in June 2015, said they “needed work” at the time. More than 86 percent had no casino experience before they were hired, researchers found. “One of the most important positive impacts of expanded gambling is increased employment,” said Rachel Volberg, principal investigator of a group studying the social and economic impacts of gambling in Massachusetts.” –Boston Globe.

Right there in the quote, you can see it. Half of the new employees at Plainridge Park Casino were unemployed or part-time employed and 86 percent had no casino experience at all. By specifically targeting someone like this they can train them to do their job, exactly how it is needed. Someone that is extraordinary is not needed to deliver what they see as consistent service. Someone that is able to do what exactly is expected of them every time. By building a business off of staff that is not extraordinary, you are not relying on that extraordinary, you are relying on someone who can just do their job. This goes for all levels of businesses, including Dr. Offices, Engineers, Lawyers, and fast food restaurants. Focus on hiring the lowest common denominator, someone who is able to deliver consistent results, time after time, no matter which employee you are dealing with.

Thanks

-Jason