During one of my first jobs, my boss, also the company owner, said the following to me.
Your job description is not your job. Your job is to make the customer and the boss happy every day. If that means answering phones or taking out the trash because it is what the company needs done at that moment, well, that is your job.
Of course, this wasn’t aimed at any deficiencies that I had, or needs at that time, it was only a philosophical discussion about how to succeed anywhere. In my lifetime, I have heard at least between 6-10 people say something along the lines of “No, I won’t/can’t do that, it isn’t my job.” Whenever I was the customer on the end of that sentance, I don’t mind telling you that it pissed me off.
Sure, some people don’t have the skill/ability/certifications to do the work, and that is understandable. But when you can get the job done, you have to put on that customer service hat and say “I’m not the best/most skilled/most experienced with this, but let me give it a shot and see if I can make you happy.”
My current job is somewhat devoid of a description, which as I have been saying, just doesn’t matter. However, when I find myself with almost no description, it brings me so much more freedom to try new things, and learn more in areas that I know little about! For example, today I had 2 customers with urgent issues that i knew little about. By taking the approach in the previous paragraph, I was able to get my hands dirty, learn about two systems I didn’t know much about, and resolve both issues. And that isn’t even the best part!
For most of today, I also helped my boss with the reports he is responsible for, but needed assistance with. My job description (again, pretty nonexistant) says nothing about helping him on his reports, but by understanding that he is the customer, I was able to make his day better and he gave me kudos in an email to his manager. Now I have people who are higher up seeing my name linked to positive results, and am being offered more cool opportunities to make a difference in my company, and with this project.
All from acting like I am in customer service!
Until Next Time,
-Mike
That is the most truth I have heard in a long time. If ever I am guilty of that attitude bust me. On top of that it’s just good business to be humble enough to realize that there is always somebody that will do your job if you don’t. Good job mike.
I think you’re right on the spot. Being in a union shop, technically, we’re supposed to get out-of-class pay anytime we do work out of our job spec. And, we do have people try to either get more money or get out of doing the more technical work by invoking that rule. What they don’t realize is that by being open to taking on and learning the more technical work not only furthers their own skill set, but makes them a shoe in for a higher level position when one becomes available.
As for the customer side of my job, the person on the other end of the phone could care less what my job title is – they just want the problem fixed. That means it’s my responsibility to have or find the resources necessary to do just that. Then, they only have to talk to me to get what they need and, in turn,I talk to the vendor or network guys or operations team to get what I need to solve the problem. Even if that problem ends up having nothing to do with my area of responsibility.
It’s this type of attitude that makes a momma proud!