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In order for a firm to achieve its cultural and value objectives, it is critical to hire employees with a personal value system consistent with the firm’s cultural and value objectives. From the employee’s perspective, if the firm’s culture (value system) is out of sync with the person an employee believes himself or herself to be, the employee will be less effective, less productive, and less committed. In addition, the firm will be creating undue stress and possible emotional damage to its employees as human beings. More specifically, if the firm’s objective is to deliver humane and kind service to its customers, employees who are treated in the same fashion will be more likely to create this environment for customers.
The people who happen to be working as an associate for some business do not go through a miraculous transformation when they walk through the doors of that business. They are the same human being they always were. Employee stress arises when associates are hired because of their personality of wanting to please customers and yet the business has many restrictions that inhibit their ability to please customers. If an associate is empowered to please their customers, they will be a happier and a more content associate.
Whether the employees are conscious of it or not, they usually make a choice of employment based on their sense of personal values relative to the firm’s value systems. In this regard, this is dependent on how clearly they understand their own personal value system as well as how accurately they understand the firm’s espoused value system. In general, firms should hire for personal human characteristics such as self-respect, genuine caring, and empathy. Empathy is a particularly important characteristic because many times it is more important to a customer to be listened to empathetically then to actually have a problem fixed.
Source : Costumers are People, The Human touch. John Mckean 2002
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