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The concept of "51 percenters" in hiring
Danny Meyer wrote a fascinating book called Setting the Table: The Transforming Power of Hospitality in Business. Who is Danny Meyer? He is the co-founder and co-owner of eleven New York City restaurants. Meyer shares the lessons he’s learned while developing the winning recipe for doing the business he calls “enlightened hospitality.” He contends the first and most important application of hospitality is to the people who work for you, and then come the guests, community, suppliers and investors.
What does he look for in attracting great employees? Two things: strong emotional and technical skills. In addition, he does not believe in pursuing the so-called 110 percent employee. As Meyer says, “That’s about as realistic as working to achieve the twenty-six hour day.” He wants to develop 100 percent employees whose skills are divided 51-49 between emotional hospitality and technical excellence, the “51 percenters” as he calls them.
A 51 percenter has five core emotional skills. From Meyer’s experience, employees with these skills are champions at “the team sport of hospitality.”
The five emotional skills are:
- Optimistic warmth (genuine kindness, thoughtfulness, and a sense that the glass is always at least half full)
- Intelligence (not just “smarts” but rather an insatiable curiosity to learn for the sake of learning)
- Work ethic (a natural tendency to do something as well as it can possibly be done)
- Empathy (an awareness of, care for, and connection to how others feel and how your actions make others feel)
- Self-awareness and integrity (an understanding of what makes you tick and a natural inclination to be accountable for doing the right thing with honesty and superb judgment)
(Quoted from Setting the Table: The Transforming Power of Hospitality in Business)
Even though Meyer’s business are restaurants, all businesses engage in “hospitality” with their customers: how they are greeted and treated, creating a business relationship, knowing what repeat customers want, resolving conflict, and leaving customers feeling like they are sitting on top of the world.
What do you think of Meyer's approach to hiring? Are you hiring 51 percenters in your business? How important is it for employees to have the five emotional skills? Let me know your thoughts. Thanks.
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