I have yet to see a useful one or two-leg stool. The minimum number seems to be three, as maintaining the proper balance and center-of-gravity becomes a pretty arduous and stressful task otherwise.

I believe hiring employees is very similar in this regard. Each and every employee needs to meet at least three high-level requirements, otherwise maintaining the proper balance and center-of-gravity (from a management perspective) becomes a pretty arduous and stressful task. Those three high-level requirements are:

• Hard skills - The skills needed to do the basic job (i.e. cut hair, perform a massage, fix the computer, balance the books, etc).
• Soft skills - The natural ability to say "hello, please, thank you and goodbye," along with the ability to communicate (i.e customer service skills).
• Culture fit - Sharing the same work ethic and desire for growth.

Most of us get caught up with the hard skills. Heaven knows I have made my own fair-share of mistakes in this regard… "So and so is GREAT at doing what we need." We so appreciate the fact that someone we're about to hire is outstanding in the skills we're hiring for, we completely loose sight of the two other important attributes of what makes an employee great within our organizations: soft skills and culture fit.

It's hard to imagine a job or career, where soft skills aren't important. It's easy to see why, for positions that have any form of interaction with customers or clients. You want your customer-facing employees to be friendly, courteous and basically represent your organization in the best possible light with your key revenue source: The customers. By making sure that even your bookkeeper has strong soft-skills, you are helping to promote, propagate and maintain a positive and healthy work environment.

Soft skills also includes communications skills, often overlooked by employee and employer alike. If an employee cannot articulate him or herself well, he or she will often experience difficulties representing others, representing your business, or problem solving. If they cannot write, they will delay or neglect filling the proper paperwork, time sheets, follow-up cards, etc.

If you are having trouble with customer retention, it's very likely you have employees with weak soft skills. Customers, being human beings, like to be liked, and like to associate with others who are friendly, helpful and courteous. If your employees are unfriendly, seem preoccupied or generally lack a friendly demeanor and sincerity, your customers will know it and tell you by not coming back.

Culture fit is an interesting one. Consider two owners: The first owner is an A-type personality, who is working hard to build a business to sell in 5 years for retirement purposes. The second owner cares less about profits, and more about promoting wellness and health. Do you think it's possible for the same employee to be successful in both environments? If, as an owner or manager, you're constantly working overtime to get the job done, are you going to appreciate a nine-to-fiver, or are you wanting someone that is willing–without request–to burn the midnight oil with you?

I've learned over the years, that an individual balanced in hard skills, soft skills and culture fit, is going to be far superior, happier and longer-lasting, than the individual who has outstanding hard skills, but lacks in the other areas. A hire in hard skills only, will ultimately lead to frustration and quick turnover–in customers, as well as for that employee.

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One Response to “Hiring is like a three-leg stool”

1. Amber Says:
   January 31st, 2008 at 9:44 am

   What you are saying sounds great but obviously there are more pieces to client retention than this. I own my own spa and I do wonder about why my client retention isn't higher when I have a sublet therapist who "PUFFS" her work up with medical alliances, charges resort prices, and will talk bad about her clients behind them, yet she is solidly booked 8 a.m.–9 p.m., 6 days a week!!! Do good guys really finish last… and what about karma?

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