Regardless of what business you’re in, every line of work has its share of archetypes. You may make your living in a dining room, in the middle of a retail showroom, under stage lights, or in the center of cubicles. Where doesn’t matter. Just like a movie with predictable characters, we all encounter common personality types in the workplace.
Heroes vs Foes
Boilerplate people we want on our team are types like the fearless leader, the go-getter, the quiet workhorse, the inspirational force, and the problem solver. But no matter how great your workplace is, there always seems to be a few pernicious characters. You know the bunch. They’re the complainer, the drama queen, the liar, or even the Friendly Incompetent.
Business Archetype: The Friendly Incompetent
I recently witnessed the most astounding version of the Friendly Incompetent, a negative business archetype, at a bookstore in Pasadena.The book shop employee was a tall, good looking guy with a nice smile. I noticed him right away as he said hello to customers as they walked into the store. Just as I was taking mental note of his good service instincts, however, I began to notice a pattern of neglect. Every time he’d say hello to a new customer, he’d turn his back on them just moments after they crossed the threshold.
He would ignore needing glances and check his iPhone or push a stack of books from one side of the counter to another, like a child pushing blocks for no reason. When an inquisitive book-buyer made her way to the front desk, the tall smiling guy exited the counter in order to adjust a coffee cup display just before she could reach him. Seconds later, I watched as another co-worker noticed the neglected customer and jumped to her aid with a great sense of urgency.
Later, the Friendly Incompetent complained loudly about the colors of the bookstore’s carpets and how disappointed he was in the state of the book-selling business. When customers asked for information about a particular item, he pointed them to a faraway shelf, rather than walk the person to the stack of books himself.
After just one hour of observing this man, I calculated he not only lost the business several hundred dollars in lost sales opportunities, he also reduced efficiency in his co-workers. In addition, he created such an uncomfortable setting of bad customer service, I had to leave.