Congratulations to the San Francisco Giants for bringing the first World Series pennant to the city by the bay. By all estimations San Francisco lacked the “star power” of other teams in Major League Baseball but what they lacked in “superstardom” they made up for in talent consistency, passion, and excellent tactical leadership.
Undoubtedly San Francisco’s talent (particularly demonstrated by their young pitching battery) was assembled by design. However, by contrast, many businesses leave the selection of service talent to chance.
The Ritz-Carlton Hotel Company for example relied heavily on Talent Plus of Lincoln, Nebraska to assist them select true service talent. My company, The Michelli Experience, also screens every job finalist using Talent Plus’ science of selection to assess their overall service strengths.
You can’t win a World Series without talent and you can’t win in business without hungry, honable, and honorable people who will excel with training.
By investing in talent selection up front, training dollars can be targeted. Without talent, intensive service training will only make someone, at best, average. With talent, training, and inspirational leadership – organizations do deliver service that is truly World Class.
Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.
Follow on Twitter: @josephmichelli
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