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Alan Weiss’s Monday Morning Memo® – 06/24/2019

Alan Weiss’s Monday Morning Memo® – 06/24/2019


Have you noticed the difference in some TSA agents working in the same airport at the same time? Or “baristas” in the same coffee shop? Or claims agents on the phones at the same insurance company? How about gate agents at an airline?

Some people regard their work (careers?) as a positive in which they create interest for themselves every day providing a service. Others treat their work as a prison sentence which they’d like to appeal and escape. This isn’t a function of the supervisor, the nature of the work, technology, or customers.

It’s a function of self-worth, respect, and attitude.

You can’t hire or coach enthusiasm and energy. No HR ridiculous course is going to instill these behavioral predispositions. You have to hire enthusiasm, and then you can always teach the content of the job.

The equipment and facility is the expense. People are the assets. Not enough employers have seemed to figure that out. But that’s why I make the big bucks….

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Written by

Alan Weiss is a consultant, speaker, and author of over 60 books. His consulting firm, Summit Consulting Group, Inc., has attracted clients from over 500 leading organizations around the world.

Comments: 1

  • Duke Merhavy

    June 25, 2019

    Regarding “You have to hire enthusiasm, and then you can always teach the content of the job” — I agree.

    I often tell my clients that the cannot teach employees to be smart — they have to hire smart people and teach them how to do the job afterwards… Similar approach, but with regards to intellectual capacity as opposed to disposition.

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