đź•’ Estimated Reading Time: ~4 minutes
I’ve got three kids, and they all played high-level club sports. Specifically, my boys played ice hockey, and watching their teams compete all over the continent was one of my life’s joys.
Witnessing them succeed was great, of course, but many times it was the individual team members that made the journey rewarding. One was the player who always had something positive to say. Another was the one who kept the locker room smiling as they suited up. And yet another was not a high scorer, but he played with so much heart that it was an inspiration to everyone on the ice and in the stands. It was the individual players who made the team a winner.
That sounds backward, I know—valuing the individual over the team, but it takes the right individuals to make the team united and successful. Often, it is not the most technically skilled, on the ice or in a business, that are the best players to have. A whole team of record-breaking players does not necessarily lead to a championship team. Rather, it’s exceptional people whose innate abilities drive a team or franchise to success.
What to look for in amazing employees? Several personal characteristics that will make your franchise a winner, such as:
1. They are driven to excel. Extraordinary employees seek to expand themselves, your business, and your business results. Even when they do a job well, they will evaluate ways to improve next time. And they do this on their own.
2. They are calm in a crisis. When things go wrong (and they always do at some point), these employees stay focused on resolutions. They are not swayed by gossip, fear-mongering, or extraneous issues. Even better, their demeanor tends to calm others and provide a better environment for problem-solving.
3. They don’t know boundaries. A job description is only a guideline to exceptional employees—not a box that they don’t want to expand. Instead, they willingly take on other responsibilities when that is what the team needs, and they don’t expect an immediate reward for doing so.
4. They aren’t afraid of speaking up. In a conflict, or when challenging a manager’s choice, exceptional employees can deliver intelligent messages with tact and logic in a reasonable way for the benefit of all. If one employee speaks up, chances are that others are thinking the same thing, but the exceptional one does it effectively and fearlessly. Don’t be intimidated – appreciate their dedication and concern.
5. They take initiative. If something is broken, they fix it. From a squeaky door hinge to a more organized stockroom, an exceptional employee takes ownership and eliminates the problem without being asked. If it is an operational issue, they present solutions to management and are willing to take on more work to accomplish the goal.
6. They take responsibility—even for errors. This is the person who tells you they made an error before it becomes a bigger issue. They do it with humility and a view toward making things right, again. Top-notch employees are not afraid to admit when they are wrong.
Notice the employees who do these things. They may not be the most technically skilled person that you’ve hired. You can always teach a skill to an employee, but the awesome team member is the one that will keep your franchise moving forward—sometimes with calm or concern, but always with heart. And you can’t teach that.
Anne Daniells is a co-owner of Enterprising Solutions, a professional services firm specializing in corporate communication and financial improvement for businesses where she shares decades of corporate and entrepreneurial experience—including franchise ownership—in her writings on business culture. She has authored hundreds of articles for publications including AllBusiness.com, TweakYourBiz.com, and MSN.com. Reach out via her website for more on where corporate culture, communication, and human architecture collide.