Never Promote THIS Person to Management
Have you ever wondered how someone got into a leadership role? You know the people that I’m taking about.
Quite often, a person is promoted to management because it is the next growth step or to reward them for exceptional performance of their job.
This alone is simply the wrong criteria to promote anyone.
An exceptional customer experience and employee experience begins at the top with management and is nearly impossible to achieve if you promote the wrong people to leadership positions regardless of how well they do their job.
Unless someone has demonstrated leadership skills,or the potential, they should never be promoted to a leadership position as a “reward” or growth.
If a person is being promoted to a management position, a formal interviewing process should be conducted as if they are externally applying for the position. You wouldn’t hire a manager if they didn’t have the right skills, so why would promote someone to a leadership role without confirming they have the right stuff.
Someone with the highest company sales likely has outstanding sales and soft skills but may have zero leadership skills. That applies to any role whether it’s sales, engineering, medical, customer service, HR, etc.
Someone who desires a leadership role should express that desire but most importantly, must demonstrate leadership skills or the potential for grooming for leadership. After all, great leaders were not all natural born leaders. Great leaders can be molded, though, not everyone has that capacity.
Promoting people without leadership skills backfires on many levels. First, it’s a potential set up for failure for the promoted person. A demotion never looks or feels good if they fail as a leader. More importantly, the wrong leaders stunt company growth. Bad leadership results in poorly performing, unmotivated employees, high employee turnover and lost profits.
Exceptional job performance should always be rewarded but not necessarily by promoting to leadership. Consider title levels for recognition or other forms of recognition along with additional benefits or pay raises. People, more than anything else, want to be recognized and appreciated so the recognition is really the key.
But more money is nice, too.
– Please read my other posts for ways to help improve your company’s customer experience and share it if you’ve found it helpful.
About The Author
Gerry Criscenzo, founder of Advanced Service Knowledge is passionate about delivering an exceptional customer experience. He has over 30 years experience managing customer facing teams in very demanding customer service industries such as automotive services, IT Services and Home Remodeling/Contractor Services. Gerry is available for consulting, keynote speaking and training. Read more
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