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The Difference Between "The Wills and "The Will Nots"

I have been on a bit of a rant lately as it pertains to customer service.
Maybe its because I see so much bad service in my travels that I am often
astounded when I get good service. More often than not, bad service
prevails. WHY?
Some people say that today's employees just don't care; that they don't
make enough to put up with customer abuse, anger and frustration so they do
as little as possible.  Others say it is lack of training. These so called
bad employees have never been trained or have been poorly trained to handle
the rigors of retail outlets.
And while much has been written about the 99% vs the 1%, I think its not
about the haves and have nots, its about "the wills" and "will nots."
We hire employees and sometimes they work out and sometimes they don't.
For every employee I have hired and had to fire, I blame me. I failed.
Failed to hire the right person, failed to train the person and failed to
monitor that person's progress.
It wasn't until I found out that the person I hired was a "will not"
person.  They will not work at what they were hired, will not go the extra
mile and will not learn from their mistakes.
And, worst of all, they will not get "IT."
But I finally cured that.  Now i try to hire athletes. It worked for Tom
Landry, the legendary coach of the Dallas Cowboys. He hired Bobby Hayes, at
the time the fastest human on the planet - who did a 9.2 in the 100 yard
dash -  and then trained him to catch footballs.
Bobby Hayes had a "will" personality. he will learn, he will be trained. He
will listen. He will learn from his mistakes and he will want to be the
best he can be.
So the moral of today's story. Look for "Will" personalities.
People who will achieve and have demonstrated it before. People who will
learn and have demonstrated it before. People who will fail and pick
themselves up and promise to do it better next time and
have demonstrated it before.
Start with some of the people on the local high school or college athletic
teams.  They wouldn't be playing sports if they didn't want to win.
They have the WILL to win...and I imagine so do you!!
Good Luck and Good Hunting.

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