We all talk about the importance of “hiring the right people.” I am 100% convinced that you cannot drive your business based on policy and procedures. While those seem important, most circumstances with members require guidelines and an ability to operate in the gray. Strict policies may be in place to create a sense of order and to safeguard the operators against unruly members. However, not all member circumstances fall into the black or white realm. Most require a fair amount of judgment and common sense. The rule of thumb I espouse is simply… “How would you want to be treated if it were you in the same situation?” The answer to that question is usually the exact answer the organization would wish you or your team to deliver. You may have hired the “right” person on paper but come to find they lack the color spectrum creativity needed to avoid black and white attrition.
Let me tell you a short story about my recent trip to Mexico in which the lack of gray insight left my wife and I a little blue. Excuse the bad pun!
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