GenTrends 147: Millennial Techno-Skills Dec 2012

December 13, 2012 Issue#147

‘Tis the Season!

This issue will provide valuable and timely insight to managers. The situation described will illustrate what can happen when your newest charges are encouraged to seek solutions for their everyday challenges, rather than asking you for step-by-step directives. Scroll down to read, or click here to listen and watch (2 minutes 8 seconds).

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Managing Director

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Millennial Techno Skills

A while back, I talked with the 28-year-old manager of a large retail store in the Midwest. He told me of a situation where he realized that his company’s new sales promotion would probably inundate the store with customers the following weekend. He had only four check-stands and envisioned long lines of angry customers dumping their purchases on the nearest counter and bolting for the door.

Then he had an idea. Square.com. Square is one of a host of new applications that allow individuals to accept credit card purchases from other individuals using a small plastic card reader that plugs into a smart phone. He went on-line, set up several of this employees with this device, and directed the money into the store’s bank account.

More on the Generations Blog: 5 Things Every Millennial Should Know

Talk about disruptive technology! So rather than having lines of angry customers, he scored record sales for his store. I wouldn’t be surprised if we see clerks wandering the aisles of most retailers in the coming year doing this as well. Retailing will never be the same!

I asked this young manager what prompted this inspiration. He said it occurred to him over coffee with a friend who was using this system to accept credit cards for the graphic designs he sold. "I just thought about the outcome rather than the process," he said, "and figured that headquarters would figure it out when we turned in great sales for the weekend."

So ask yourself, "What kind of a message does our bureaucracy send about focusing on the outcome rather than the process?" Are you fostering an environment where the outliers feel encouraged to get to a solution rather than seeking answers from up above? Admittedly, very few will even think to break the rules in the first place. The last thing we want to do is discourage them.

Webinar Recording: Teaching Millennials to Problem-Solve

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