Key Point: Every role and job in every organization is vital. There is no room for what I call “just a” type jobs. Of course, some jobs pay better than others for a variety of reasons. However, from a company’s “brand” perspective, every job counts big time.
Many of my readers know I work in the financial services sector. In our retail business, we have a frontline customer-facing position called a CSR (Customer Service Rep). When we first held Culture Days (our on-boarding event for new hires), as people introduced themselves, some might say, “I’m JUST a CSR.” As the exec sponsor and facilitator, I would politely intervene; asking the CSR to take out “just a.” Why? This position creates the brand impression for our company due to the number of customers they touch each day and every minute. It is an essential and vital role! You and I see this at other workplaces daily. For example: The coffee barista, bus driver, receptionist, call center person, flight attendant, waiter, etc. Regardless of what companies advertise as their brand, the real brand “smell test” starts when we interact with the frontline customer-facing folks. How could we afford to have anyone of these people see himself or herself in “just a” job?
I remember when I first became the Chief People Officer of the company in 2012, and attended one our prescheduled on-boarding sessions. I sat down at a random table for lunch, and asked people why they joined the company. The very first response came from a CSR and it was, “my mom wanted me out of the house.” “Holy cow” is the politest response that immediately came to mind. I had to squeeze hard to keep my inner voice under control. If this is how we recruit for our customer facing positions, we had huge work to do. And we did. As a result, we are at a much better and different spot today. Every role is vital, and direct customer-facing ones, even more so.
- As a leader, it is your job to make sure every role is a vital one based on the impact to customers and other teammates. Ban “just a” jobs. Help every person in every role connect to the organization’s purpose.
- As a team member, you also have a responsibility to connect to your company’s purpose and to act as if you matter… Because you do. Think big. Be big. Do not “mail it in,” as the saying goes.
- Have the highest standards of recruiting for every position including “dishwasher.” Do not let anyone in just to fill for “just a” job. Unless, of course, you do not care about your brand.
No “just a’s” in The Triangle,
One Millennial View: I’m sure some Millennials might be told by peers or even society that their position is “just a” job. You can see how that’d be an easy mindset to trap yourself in, especially if you’re still searching for a position that fully utilizes your earned skillsets, or find yourself between jobs and needing to pay bills with work you’re overqualified for. But, I suppose that’s when you have to lend a nice middle-finger to anyone who tries to knock you down a peg, and believe that anything you do that (legally) keeps the lights on is something to find pride in.
Edited and published by Garrett Rubis