It’s natural for humans to seek out friends and companions who are similar to them in several aspects of life. A 2012 Columbia University study of corporate executives at a social mixer found that the investment bankers flocked to other investment bankers, accountants to other accountants, etc.
Entrepreneurs typically extend this phenomenon to their hiring practices when starting a new business. But they’re doing themselves a disservice, as certain personality types are better suited for one position and not another. You also risk creating a “yes man” environment which everyone thinks the same way, so fresh ideas are few and far between.
CEO, customer service manager and accountant are the three most important positions for a startup to fill with the right people in order to go from great idea on paper, to global player. The following will help you find the proper personality for each position.
Cult of Personality
An entrepreneur has the great idea and moxie to get the wheels spinning for a new business venture, but may not necessarily be the smartest person in the room. And that’s OK.
The titles of co-founder and CEO can be mutually exclusive in some cases, Steve Blank, founder of eight Silicon Valley startups, told Fox Business. A successful CEO must have a distorted view of reality to convey a crazy idea to others and make them all buy-in. They must be able to withstand all the chaos that comes with starting a new business, while being able to attract investors through their unabated confidence and leadership towards the ultimate goal.
Adam Bryant, author of “The Corner Office,” adds that a successful CEO must have a passionate curiosity and fearlessness that can get the company through tough times. The founder must be able to decide whether it’s in the company’s best interest to handle the top executive position themselves or find someone who encompasses all the aforementioned traits.
A good leader is a good delegator who recognizes their own strengths and weaknesses. Many sports writers have criticized late Oakland Raiders owner Al Davis and Dallas Cowboys owner Jerry Jones for meddling far too much in personnel decisions instead of letting a general manager handle those duties. Successful CEOs can check their egos and allow everyone to do their jobs to the best of their abilities.
Protect Your Most Valuable Assets
The 2013 Accenture Global Consumer Pulse survey found that 62 percent of customers switched brands or providers due to a poor customer service experience. Moreover, a 2011 Customer Experience Impact Report by Oracle found that 86 percent of customers will pay more money for a better customer experience.
A good customer service manager must be emotionally stable, conscientious and tough-minded. They must be able to relate to and communicate with both customers and the employees who come in contact with them. The omnichannel consumer phenomenon—those who expect good customer service whether in-store, online, or by phone—means customer service managers must also be innovative and adaptable as technology allows.
A physical call center is impractical for most startups due to high costs. But a good customer service manager will utilize cloud contact systems like Zipwire to create a virtual call center. They should also be familiar with live chat applications that allow the company to communicate instantly with customers who are browsing the website. Customer service managers should also be social butterflies, meaning they know how to utilize Facebook, Twitter and LinkedIn as a 24/7 means of communication with customers.
Gatekeeper of Profits
A startup will have a limited pool of funds to get the company off the ground. That makes the position of accountant the most important position for budgeting and profitability sake.
Concordia University says the ideal accountant is logical, optimistic and hard-working. Barry Siebert, a professor at the school, says his students must also master the managerial aspects of being an accountant since most companies will rely on their judgment when important company decisions are made. Strong communication and conflict resolution skills should also be readily apparent for a startup accountant.
A company will only be as successful as the people leading it. That is why it’s imperative to hire the right people for the most important positions.
Three very important positions for any business. During the beginning stages a company needs to have the funding to attract the right talent or else customer service will not be up to par.