The success of any organization pivots on the associates who make up its team. The following are some key characteristics that can make the difference between a good associate and a great associate.
HONESTY & INTEGRITY – The fundamental building block for success. Having associates with these characteristics make everything work. Customers and clients who trust and believe that you and your associates have their best interests at heart will help you to succeed regardless of virtually every obstacle.
GENUINE – From your top person to your newest hire, building your organization with associates who like and care about people is huge. Not only is chemistry important with clients and customers, but also between associates of all levels. Top associates do things that no one else even knows about. I remember one great associate who sent sincere Christmas cards with personal messages to all of her customers: no one but her customers knew, but this small detail helped build genuine relationships.
OUT OF THE BOX THINKERS, INNOVATORS, IDEA CHALLENGERS – Having associates who challenge existing ways of doing things helps to keep an organization sharp and under constant (but positive) reinvention. The most successful organizations realize that having associates who are as smart or smarter than the owners and managers is a good thing, not a threat. These same associates also understand that they must give their “A” game, every minute of every day, regardless of the circumstances.
ASSOCIATES WHO TRUST THEIR MANAGERS AND OWNERS – Tying into the previous points, top associates who develop a feel for clients and customers need to know they have the support and trust of their managers. Top managers and owners should trust their associates to speak their mind when things don’t make sense or when they do not agree with a decision or procedure. Open communication between all levels of an organization allows for better relationships and better work.
LEADERS AND TEAM PLAYERS – Successful organizations have key associates who are equally comfortable taking leadership roles as they are supporting roles (without having their egos get in the way).
COMPASSION, EMPATHY, AND HUMILITY – Associates with the ability to care about the work they do and the people they work for and with are rare and valuable additions to any team. Associates, managers, and owners with a deep sense of humility also dramatically increase your organization’s chances of success: they look towards achieving the goals of the organization first and personal goals second.
EXPERIENCED WITH ADVERSITY – Hiring associates who have experienced the ups and downs that life dishes out (without losing their enthusiasm) are invaluable. They don’t make excuses about why those things happened, they learn from each situation and make themselves and the organization stronger. These associates are unshakeable when presented with obstacles: they look at the facts, determine the alternatives, and make the best decision they can. Afterwards, they ask themselves: What did I do right? What did I do wrong? And what will I do differently the next time?
DEDICATED, RELIABLE AND WILLING TO WORK – Successful associates are always early, are prepared to stay late, and are willing to come in extra if necessary because they are partners in the success of the organization. Top associates rarely miss a day or a shift and when they can’t come in, you should trust and accommodate their need for time off.
LIFE LONG LEARNERS – The best associates are committed to learning and upgrading their skills day in and day out. They are also constantly learning because they understand that increasing their knowledge gives them an edge for success.
RELATIONSHIP BUILDERS– Top associates take the time to listen, learn, use, and remember the names of clients and customers. Regardless of the sector, top associates are the ones who take care of the problems, needs, and wants of customers and clients.
HELPFULNESS – The best associates are not only helpful to clients/customers but also their co-workers. They unselfishly take the time to work with new or weaker associates to teach them the skills, attitudes, and behaviours that help to build success for them and the organization.
ATTENTION TO DETAILERS – Top associates combine flair and charisma with a sense of duty to ensure that their job isn’t finished until the client/customer is happy. Top associates double-check their processes to eliminate errors and mistakes. They are not afraid to take on entrenched bureaucracy when something isn’t right. They also make sure that everyone is helped that needs help before they are done.
PREPAREDNESS – Top associates are always very situationally aware of the short-term, medium-term, and long-term issues that can impact their clients/customers and the organization. They keep themselves up to date. Top associates are also very organized, but often in their own ways: do not mistake a seemingly cluttered workspace as unorganized, what matters is that it works for them.
APPRECIATION THAT WORKING IS PART SCIENCE AND PART CRAFT – The best associates understand the theory behind their work, but they also understand people: the best ones combine both elements. They can use their charisma and their own personality to hone their craft, knowing there is no “one” pathway to success.
PROFESSIONALISM – Top associates understand that the image they project and their ability to present themselves in a good light reassures their clients/customers and reinforces that they are the right person to solve the problem or help with a situation.
COMPETITIVE – Top associates push themselves to be better than they were yesterday. They are also patient in execution because they understand that success comes from the best that THEY CAN BE.
MENTALLY STRONG – Top associates understand that life is full of ups and downs: one day, working will make you feel like a million dollars; the next, everything you touch will turn to dust. They understand the secret is consistency, and realize that the good and the bad happen. By refocusing on the basics, the magic will return.
SELF CONFIDENT/SELF IMAGE – Top associates learn to have faith in their abilities and to see themselves as being successful. The very best individuals for your organization are quietly self-confident and push themselves to do better.
Top associates come in people of all shapes and sizes, ages and demographics. When you bring someone new onboard, look for as many of these characteristics as possible. Build a culture that brings out and develops these traits. No matter what sector of the economy that you are involved in, the strength of any organization is its people.
Paul.