"I came up through the ranks," he observed after thinking for a moment. "I started in stocking shelves, bagging, even sweeping the floor. Over the years I advanced through the organization until I was promoted to this position. It's no different today. New employees should expect to start at the bottom and prove themselves before they are entrusted with greater responsibility."
"Are you still in touch with the young labor force in your chain?" we asked.
"Yes, indeed," he replied. "Because so many of our employees are high school and college students, visit one of our stores now and then for a day or two each month. There I work in various jobs from helping at the deli to manning a checkout counter. All the time I am observing how the employees are performing and ask questions about how they are doing or how they like their jobs. It's the only way I can keep up with what's going on today."
We agreed and then asked, "Do you think young people are much different today-that is, if you compare them to our time?"
"Not at all!" he answered emphatically. "People are people, they don't change. Human nature is the same today as it will be tomorrow and the next day. Young people in high school are no different now than when you and I were in school." He paused to bite into his sandwich and chew for a minute or two. "I'll tell you what is different," he continued, "the attitudes and beliefs that society is showing our young people. Those have changed from our day. Basically young people are all good kids, but in many cases there's no one at home teaching the manners, values, and work ethic that you and I learned. Nor, in many cases, is emphasis placed on the importance of honesty, punctuality, cheerfulness, and delivering an hour's work for an hour's pay."
We nodded in agreement, and then he added, "You'll do them a great service if you point out the importance of these things. I think TV, movies, and magazines are making it tough for this generation to know which way is up." He shook his head sadly. "After all it's not just a matter of how young people behave on a part-time or summer job in a store, garage, or other workplace. The important thing to remember is that their entire career future is at stake. Now is the time to develop the right work habits and attitudes."
Later, when we had finished our lunch, we thanked Mr. Tiscomb for his time and help and decided to incorporate some of his ideas here in this chapter. They follow.
QUALITIES THAT MAKE FOR SUCCESS IN BUSINESS
How you act is important in business because an employer judges you not only by the way you do your work, but also by the impression you make on both other employees and on the customers. Let's consider the more important qualities that help make for success in business:
1. Honesty. It would seem almost unnecessary to mention this were it not for the fact that many people who believe they are honest are really not. They think that because they don't steal money or merchandise from a store where they work they are honest employees. But they do not consider that if they are late to work they are cheating their employer out of the time for which they are paid, or if they carelessly drop and break a candy bar or bottle of olives, they are not honestly doing their best. When a mailroom boy talks on the phone with a friend for long periods of time or takes a long break, he is not being honest with the boss. Nor is a girl who works behind a soda fountain honest when she gives her friend’s larger milk shakes than she gives to other customers.
Either you are honest or you are not. There is no halfway place. If you have any doubt about doing something you suspect may be wrong, ask yourself, "Is this the right thing to do?"
2. Punctuality. As already mentioned, people who are late to work are not being fair to their employers. Aside from being dishonest, lateness is a bad habit to form. You will find that employers quickly lose interest in employees who cannot get to work on time each day.
3. Courtesy. A courteous young person is one who is polite at all times. People like to be treated with courtesy and respect, and they expect to receive it from those with whom they do business. Have you noticed how many business concerns mention "courteous service" or "courtesy" prominently in their advertising?
"The customer is always right" is a business rule that is sometimes hard to accept, but right or wrong, the customer must be treated courteously. A few customers are demanding, unreasonable, and even dishonest, but you cannot afford to be discourteous to them. Fortunately, the vast majority of those with whom you will deal will make up for those who lack manners. Resist the temptation to talk back. Remember that everyone in business must expect to meet a disagreeable customer now and then, and whatever unpleasantness you encounter is not usually meant for you personally.
4. Reliability. A reliable person is one who is trustworthy and can be depended upon always to do the right thing. A young person who seeks a job in a garage, for instance, must be especially reliable.
Robert Ely, owner of a large garage in Pennsylvania, told us why.
"When I employ a young person to work in my garage," Mr. Ely said, "he or she must be someone who will be 100 percent reliable. By that I mean that the person must always do the right thing at the right time. When in the garage he or she must be sure never to strike a match, lest it start a fire or set off an explosion. When selling gasoline, he or she must remember to put the cap back on the customer's gas tank. Suppose the worker forgot. Think how much gas would be spilled and how dangerous it might be. What do you suppose that customer would say about our garage? When the worker helps change a tire, he or she must replace every lug on the wheel and make certain each is tight. If that isn't done and the wheel comes loose, there could be a terrible accident.
"Now I can't do all these things myself," Mr. Ely concluded. "That's why I have to hire someone to help. But unless I know that a person can be relied on, I can't hire that person. It wouldn't be fair to my customers or good for my business."
5. Cheerfulness. We have already mentioned this trait but want to emphasize its importance again, for nothing is more contagious than a happy smile. How's your expression? Have you ever really looked at yourself in a mirror? Is yours a smiling face? See what a difference it makes when you smile.
"I want my employees to be cheerful all the time," said Hans Paulson, the owner of a large department store. "I like to think of my store as a place where people will want to shop because my employees are cheerful and happy. When a customer is also in a happy frame of mind, that customer is more likely to part with some money. If the customer has found shopping here a happy experience, he or she is sure to return soon."
6. Personal Neatness. Two girls applied for a job as a kennel helper. The work consisted of cleaning kennels, feeding the dogs and cats, and doing odd jobs about the place. By the end of the day a girl would be dirty and in need of a bath.
The man who owned the kennel studied the two girls who leaned uneasily against the wall of his office. The first girl was dressed in neat jeans and a clean T-shirt. Her worn shoes had bright new laces and her hair was carefully combed. Her face was so clean, it seemed to glisten.
The other girl was taller, huskier, and probably stronger; she wore torn jeans, a dirty sweater, and high boots caked with dry mud. It would be difficult to tell when she had last washed her face.
Which girl do you suppose the owner chose? The first girl, of course, because he suspected that if she was careful of her person, she would also be careful with the animals. He knew that a girl who took pride in her appearance would take pride in the kind of job she did. Furthermore, this was the kind of girl he wanted to have around his family and children.
When you apply for a job or report for work, you do not have to look like the most well-dressed young man or woman around town. You need not be ashamed of clothes that are worn or patched, as long as they are clean. Dress appropriately for the job; ask your parents or some other adult to help you choose the right clothes. Before you go to work, make sure that hair is combed, face is clean, shoes are shined or neat, hands and nails are clean, and handkerchief and small comb are in your pocket.
ABILITY TO GET ALONG WITH OTHERS
"There is no place here for petty disputes or arguments, jealousy, or friction of any kind," the manager of a large factory explained to a new employee. "Working is something like playing on a football team. Each person has a definite job to do. You must obey instructions and cooperate with your teammates. There is no time for unnecessary questions and no place for fooling or practical jokes. When everyone works together things go smoothly and a lot can be accomplished.
"We have five rules in this shop," he went on. "You'll find that they apply equally well on the job and off. They are as follows:
"Be considerate of the other person's comfort and feelings. Treat the other person as you expect her or him to treat you. Respect the other person's wishes and ideas.
"Be cooperative.
"Be polite.
"Do the very best work you can.
"Be a good sport. If luck goes against you, be a cheerful loser."
ABILITY TO TAKE SUGGESTIONS AND CRITICISM
Probably the employer's most difficult task is helping employees to see their faults and showing how they must be corrected. Some people resent being told anything about themselves that is the least bit uncomplimentary. They listen silently, and instead of being grateful for the advice, become resentful, sullen, and even angry. They apparently are not interested in improving themselves or becoming better employees. Otherwise, they would be grateful for the advice and put it into practice.
Your employer won't criticize you just for the fun of it. An employer is anxious to help you avoid mistakes, improve your work, and become an even better employee. In some towns it is not easy to obtain workers. Therefore, an employer is the more anxious to help you improve your efficiency. Accept criticism or suggestions willingly and cheerfully. It is a sign that your employer is interested in seeing you progress and remain with the company.
DISCRETION
When you become an employee, there are many business secrets that you will share. It is well to keep them to yourself. You won't be hired unless your employer is pretty sure you know how to be discreet. It is especially important that no one know how much a company takes in a day or keeps in the cash register. Word might get to someone who is looking for a place to rob, and surely you would not want to be responsible for that. How much an employer pays you is also no one's business.
Some young people cannot keep a secret because they want to impress others. No doubt you've known some of them. They want to show off how much they know. Often this creates trouble for themselves and for their employer.
DESIRE TO LEARN
"The ideal employee is one who is interested in my business and wants to learn everything he or she can about it," Mr. Stengel, the owner of a large laundry, told us.
"Too many young people are content merely to do what is expected of them and nothing more. They don't seem to realize that if they hope to deserve a promotion or a salary increase, they must first earn it by becoming more valuable and productive employees. This they can do by learning more about the business."
"How would you suggest they do this?" we asked.
'The local librarian can usually recommend books and magazines that give information about the business," he explained. "The boss will usually be glad to help, too, and often other workers who are familiar with the business will lend a hand teaching a beginner."
"But why do you want your employees to know everything possible about your business? How is that going to help them?"
Mr. Stengel scratched his head thoughtfully. "Well, I want them to give my customers the best possible service and to be able to answer any question or handle any unusual situation that might come up when I'm away. Also, and this is important in any business, an employee who knows about other jobs in the business can help other workers when they're busy and take their places when they're sick. An employee who can do this is valuable to me-and I'll see that he or she is paid accordingly-so it helps the employee, too."
We thanked Mr. Stengel for his advice. As we were leaving he added: "One thing more. Any young person who shows a keen desire to learn as much as he or she can about a job and about the employer's business will start building a good reputation. Someday that person will need to give a former employer's name as a reference. You can bet your boots that if the individual had been an interested employee, he or she will get a recommendation that means something."
IMPORTANCE OF GOOD HEALTH HABITS
Few of us appreciate our health until we are sick and unable to carry on our regular activities. If you have a job, you will want to work without interruption, and it will be all the more important for you to observe a few simple and familiar health rules. At the risk of amusing those readers who exist on little or no breakfast and a steady diet of soft drinks and fast foods, we nevertheless list the following six suggestions given to us by a physician: get at least eight hours of sleep a night; eat three good meals daily; drink several glasses of water each day; try to get some exercise and recreation each day; keep your body clean (a daily bath or shower); see your doctor once a year and your dentist every six months.
Money cannot buy good health; too many people realize that they should have taken care of themselves after a serious health problem has occurred and it is too late to repair the damage. When you have to take a physical examination for your first real job or entrance into one of the armed services, you will be thankful for a strong, sound body.
LOW PERSON ON THE TOTEM POLE
Whether you seek a part-time job or your first full-time job after graduation, you will have to be content starting at the bottom and working your way up. Without business experience to offer, it may be some time before you know enough about the job to be truly earning your salary.
Don't let this discourage you. Everyone has the same problem when starting out in business. That is why a part-time or summer job can be so helpful to you when you are ready for that first real job. You will have some experience to talk about, even though it may be in another line of work. At least you will have done something to open a door into the business world, even though you may have only peeked in slightly. You can give an employer's name for a reference, and you can indicate by your experience that you are not lazy and have a sincere interest in holding down a job.
