In your organisation, do you promote people who are good at their job?
What happens when they are promoted?
I'd wager that in a few cases, they thrive - the extra responsibility is something they grasp and they deliver great results, the right way, through their people.
In most cases however, I'd bet they don't.
Here's a recent example. Dave (not his real name) worked in a local shop. He was fantastic with his customers. They loved him. He constantly went out of his way for them; he remembered their morning paper, their usual groceries, even their lottery numbers. Head office recieved many letters and calls about him.
Because he was so good, his manager put him up for a promotion. He was promoted to a management role at the same shop.
So, how is Dave performing now? Well, he's 'steady'.
He's not bad at his job, but the company no longer receives letters and calls about service in that shop.
Why? Dave's replacement isn't as passionate about service as him and whilst Dave was great at service, he's not so great at leading and inspiring people. He's never had the training and development and to be honest, he's a bit out of his depth.
Dave is happy in his new role, but secretly he misses his old job; the instant satisfaction he got from helping people. Yes, he likes the extra cash, but it's not the same.
Recognise something similar in your organisation?
Three lessons here;
- Don't promote people who are only good at their job - it's no indication of their leadership capability
- If you're really serious about customer service, pay and reward your stars what they deserve, not what you can get away with. They'll continue to delight your customers and stay happy
- Leaders aren't born, they are made
What do you think? Are we promoting people who will be great leaders or who are great in the current role?