Last week I noticed a new independent coffee shop in my neighborhood. Seattle has a preponderance of coffee shops - in case you weren't aware - so I was curious to see what Milstead & Co. might have going for it. I googled the store name and found their website which contained a blog with a recent entry titled, "Milstead and Company is Hiring for Part Time," and consisting of the work requirements.
I've been perusing job descriptions for roles outside the healthcare industry to learn how others express the passion and commitment they seek in their employees, so I was interested to see what Milstead was looking for.
I'm a firm believer in the notion that healthcare has a lot to learn from industries further along in the quest to improve the quality and consistency of the experiences they offer.
The fact is, every industry offers the same service: the solution to a certain type of problem.
That problem might be pneumonia, or the need for an attorney, or the simple desire for a cup of coffee. And sure, the stakes are quite different in each case, but the fact that the quality of every consumer's experience is determined by our communication and actions holds true whether we're providers of healthcare, legal services or a cup of joe.
With that in mind, let's look at Milstead and Co.'s job posting:
We are looking for individuals that are interested in providing our clientele with a singular coffee experience. Interested parties should have the following attributes:
- Self-motivated – are you the first one to attack a problem?
- Hard working – are you the last one to quit?
- Empathic customer service – can you connect with our customers in a professional manner?
- Thirsty for knowledge- do you want to learn new skills? Are you open to criticism and self-improvement? Are you excited about the task at hand?
- Sense of urgency – can you do many things at once? Can you identify and prioritize what needs to be done and do so in a speedy, efficient manner whilst never breaking a sweat?
- Observant – do you pay attention? Are you diligent, careful, and keen to remember all of the details of our process?
What struck me most about this posting was the focus on attitude rather than skill. The question isn't what kind of problem you can solve, it's whether you'll be the first one to attack it. It's not whether you'll connect with customers, but whether you'll do it empathically and professionally. And perhaps most importantly, it's not just that you're interested in learning a specifc skill set. Rather, you're open to criticism and self-improvement.
I stopped by Milstead & Co.'s shop to chat with owner Andrew Milstead, an accomplished Seattle barista who has used his undergraduate work in psychology and his ten years of experience in the coffee business to distill the attitudes and behaviors of successful people. He is particularly on the lookout for those who exhibit "proactive living," which he describes as people who have a passion for "engaging with life and people."
"Ultimately, as a business, it's not all about the product - it's about how we take care of the people," says Milstead, adding, "If we don't take care of the people we're serving - it's worthless." His least favorite experience in life is, "going someplace that I want to love because they offer a great product or service, but finding people with miserable attitudes. Life is too short for that."
If life's too short for mediocre attitudes at our favorite retail and hospitality providers, then surely we don't have time for such attitudes in the healthcare setting.
Yes, it's true that doctors, nurses, phlebotomists or CNAs must be properly trained and capable of maintaining certain clinical skills. But these competencies are simply an admission ticket to consideration for the job. The requirements should never stop there.
Caregivers of every discipline should understand that they must lead with a constructive and service-minded attitude to earn a spot on the healthcare team today.
And leaders in healthcare must clearly focus on hiring for attitude by creating organizational expectations and job descriptions that acknowledge skill requirements and put the focus squarely on attitude.
As Andrew Milstead points out, interested parties should have the following attributes...
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