The Helpful Gene is critical to a strong organization

Being helpful is a trait that is taught early to children in the US. Some take to it easily and

others not as much. There certainly are studies about how personality type and birth order affect helpfulness, and like most research you can find some to make whatever case you care to make.

But, I'll say this: when you look for staff members, or vendors of any type, helpfulness should be a key hiring trait. It's a primary key to long-term success.

Helpfulness is a personality trait. To those that have it, it's ingrained. Those that are truly helpful LOVE to help people, sometimes even those that don't want to be helped. Which can cause problems for the 'helper' that has yet to rein in their gift.

I'm a helper. I've been that way for as long as I can remember. Over my life it has caused both joy and pain, as I learned where and when helpfulness was - well, helpful.

On the surface, and maybe even down a few layers, this post might seem self-serving. And I suppose it is to some extent. Since I am helpful, I view it as a valuable and necessary skill. But this post goes much deeper than being self-serving because it is about WHY helpful people are good for organizations.

In order to use your helpfulness you have to: see issues from other's point of view, understand the big picture, develop solutions that really solve problems, and you might have to become good at presenting on topics/issues that no one wants to discuss or talk about. You have to care and, more than that, you have to care about the people affected, and to understand the issues from the business side and the customer's side.

So, consider what questions you can ask to uncover if your next vendor or employee is a helpful soul. Their long-term value to your organization will be directly correlated to their helpfulness.

Consistency may make you remarkable!

If you are relentlessly consistent people will notice and reward you. Shoot, you'll be a hero! Think of all the times and situations when you value consistency.

• Policy application at a company with whom you do business
• The umpire's strike zone
• Driving your car - or how others drive theirs
• Policy application at your company

I know there are many more or subsets of those above, but you understand the point.

We tend to notice when someone is inconsistent because it upsets the balance. We calibrate our expectations based on experience. When that experience changes, we get confused. If it changes in a negative way, we get frustrated. The converse it also true.

Notice I said 'someone' is inconsistent. I didn't say a company is inconsistent because it is individuals that make consistency decisions. A company that recognizes inconsistency in their staff will train accordingly and reap the benefits.

This week look for ways you or your company can become more consistent. Then, take steps to make it happen. Both your bottom line and your customers will love you for it.

How to make people care.

Many have written about this topic and the issue is not solved evidenced by an example I witnessed while traveling recently. Here's the short version: Flight was oversold in an airport full of people who had been delayed by weather, so there is a standby list. Gate agent continually begs people to give up their seat, so they can get down to the number. I'm not sure if anyone bit or not. Regardless, boarding goes on as normal.

An adult son of one of the standby passengers is on the plane. He calls Mom and says they are about to close the door and there are 5 seats available. Mom goes to gate agent saying, "Hey, please get me on that plane. My son on the plane says there are 5 open seats." Agent was about to close the door says, let me check. Turns out there were 6 seats available, so most of the stand by passengers got to go - thanks to the son.

I understand that in this situation there are MANY moving parts. Stress is huge for all involved. The airline wants to be 'on time.' However, I was struck by how little the airline staff seemed to care. They had 6 open seats on a plane leaving an airport PACKED with people and they didn't appear to be acting to fill them. Wow!

Again, I realize it is crazy for airline staff in situations like this, but what a perfect time to really care about the people standing there waiting to go - wherever they planned to go.

This situation caused a discussion among our traveling party about how to make people care. Of course, there are no quick fixes and even caring people can have a bad hour or two.

So what can you do to instill caring as part of your company culture? Here are some things to consider.

     1. If you have the chance, hire to this skill. Make it one of the skills you MUST have. Department doesn't matter.

     2. Make sure you model caring to your staff. Help people. Show compassion. Let them know this is who you are as a company.

     3. Make your expectations clear and give them permission to fix a problem. You might need limits, but keep them general.

     4. Reward employees who consider customer experience - before or during a problem.

Regardless of your industry, caring employees matter. Your company will thrive because of them while others wilt.

What are your favorite ways to make employees care?