Service With a Smile

GS Cashier. By Derek A.
GS Cashier. Photo courtesy of Derek A.

What’s with all this bold talk from millennials?  Don’t they know to keep hush about their outlandish opinions?  In a recent article from Lisa Earle McLeod the author submits an open letter (closer to a manifesto) that explains why millennials have the opinions they have.

She has two key points.  First, employers are tolerating poor performers, and those poor performers drag everyone else down, including highly-motivated millennials.  It’s not so much that millennials are unreasonably ambitious and over-eager, it is that their enthusiasm is the correct attitude and lower-functioning colleagues should not be setting the pace.  Fair ball.

Secondly, we must give our work purpose.  Organizations that have “a purpose bigger than money” have better business results.  This purpose-driven organization is reminiscent of Simon Sinek’s Power of Why although McLeod’s critique is closer to a sense of Noble Purpose amongst the sales team, a major concern of hers.

This focus on enthusiastic front-line staff is consistent with other critiques.  Josh Bersin notes that many organizations are flipping their hierarchy to place priority on engaged employees first, who then attract and retain customers who, in turn, keep the profits alive.  If it works, go for it.

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