Taking ownership of your future career successRyan FlorioEnterprise Rent-A-Car Company, customer service initiatives, employee retention, increased profitability
In the field of human study, I've always been fascinated by what
motivates people. During my work consulting with mortgage firms,
I've been exposed to a wide range of characteristics that define
human behavior. And even though trends in demographics can be
scientifically measured, I'm more personally interested in the
qualities that are expressed in things, such as the way people
carry themselves, how they dress, how their work spaces are
organized and what habits define their work ethic. A lot can be
learned about a person by taking a look at these seemingly simple
characteristics.
Every mortgage firm probably includes an individual that is one
of the first to arrive every morning. He walks with a sense of
urgency and moves toward fulfilling a very specific set of tasks in
mind for the day. His appearance is neat and clean, and the same is
true of his office space. On the opposite end of the spectrum is
the individual who may have good intentions, but always seems a bit
distracted. He would much rather socialize than pursue his next
lead, and his demeanor is disgruntled from lack of opportunity. His
desk space reflects a state of mind that cannot prioritize, and so
his goals are not easily met.
I've been thinking about these characteristics even more so
recently after reading about Enterprise Rent-A-Car Company
and how they begin their customer service initiatives from the
point of hire. The pay-off is huge. This privately held company
managed to exceed $9 billion in sales revenue during 2006, and
their employee pipelines are overflowing with a 70 percent employee
retention record. What sets this growing company apart are
strategies that recruit employees who are not merely counter
clerks, but people who are committed to greatness. This greatness
is outlined in a passion for taking care of their customers,
flexibility, self-motivation, goal-orientation, excellent
communication and a work ethic that exudes leadership.
It would seem that if businesses from any industry were to take
example from Enterprise, then they too would profit from increased
profitability and employee retention. But I want to address those
employees who work for individuals who lack the vision to steer
their company toward improvement.
There is great opportunity in taking personal ownership of your
career and driving your future personal net worth. Take a look at
your operations as though you are the owner of a $9 billion
business. What is lacking in your performance and how are your work
habits interfering with your sales growth?
What would your customers say about your service skills and your
level of flexibility and commitment in fulfilling your obligation
to them?
How would your personal profits increase if you were to
implement a strategy of self-promotion by treating each of your
customers as though they were a personal friend? It is precisely
this level of obligation to your customers that would set you apart
from your peers as a top producer and a leader by whom all could
take example. But even more so, it would show a personal
responsibility for the quality of your life one that is based upon
worthy contribution and the net result of your efforts.
We are all truly self-employed in creating quality lives. So
accept the opportunity that lies before us each day. Step up today
and take ownership.
Ryan Florio is president and CEO of Cleveland-based SpecialClient.com, a
Web-based company that offers automated Client Relationship
Programs as a vehicle for client retention and business
development. He may be reached at (216) 598-0934 or email
[email protected].
