Customer Service: The Ogre and the Intern: A Cautionary Tale
I hate interns. At least that’s what I always tell prospective ones when I’m conducting interviews. It’s not that I hate them so much as I don’t like the deficiencies that usually come with them. Interns typically lack basic office skills, and many have not yet found the maturity to handle the obligations of holding a job. Employers, on the other hand, often saddle these students with administrative busy work that has little to do with the professional experience the young workers were hoping to gain. Can you see why just the concept of internships is enough to give people a bad attitude?
That’s why I tell intern prospects that I don’t hire interns. I tell them that I hire employees, communicating my intention to treat them like their co-workers and, at the same time, hold them to the standards of our work environment. Hiring an intern, or a team of them, can be mutually beneficial, as long as some guidelines are followed.
What your interns need from you
Trust. You’ve probably heard a horror story or two about interns, or even students in general, but odds are your experience won’t give you nightmares. Give your interns the opportunity to prove that they are responsible, trustworthy and knowledgeable. This doesn’t mean you should give your interns a key to the front door on their first day, but set your expectations high and let them know that you are happy to have them working with you. Give them the opportunity to assist with or even lead some projects that will push them and offer them a learning experience.
Scheduling. Remember that student interns are students first. Work around their class schedules and be flexible when large tests and class projects come up. Your interns shouldn’t be so focused on work that they fail in school. On the other hand, interns who don’t show up to work aren’t helping anyone, especially themselves. Make sure that you communicate scheduling expectations and emphasize the importance of showing up on time.
Leadership. The reason students pursue internships is to have the opportunity to learn and grow. For many, yours may be their first true work experience, excluding babysitting and lawn mowing. These are their formative years. They will be watching you, and the others in your business, for cues on how to interact with peers, clients and the work in general. Help them establish good habits by giving them good direction and staying on your best behavior yourself.
Appreciation. A little bit of thanks can go a long way. Because interns are usually not around for very long, they often don’t get to see the end results of their hard work. So let your interns know how important they are to the team. Encourage their energy and enthusiasm. You’ll boost morale and productivity, which gives everyone a more positive experience.
What you can gain from your intern
Information. The general idea of an internship is for the interns to learn about their field of choice from you, the expert. But you’d be surprised at how much you can learn from your intern. These days, young people are on the cutting edge of what’s new. There is also a good chance that students are learning about the latest trends and progressive technologies in their classes. At the very least, they have insights into what’s hot and what’s not for a very powerful market segment – their own. Take advantage of their knowledge and fresh perspective by pairing interns with experienced professionals to work on important and cutting-edge projects.
Low-Cost Labor. Even if the intern at your office doesn’t bring any developed skill sets to the game, you still have an extra pair of eyes, hands or feet to help you get stuff done. Interns are budget friendly too. Compensation ranges from a minimal hourly wage to simply class credit or even just the experience and the chance to bolster a resume. You can help shape their experience by teaching them a good work ethic and showing them the positive results that come with hard work, all while making a minimal financial investment.
Employees. Employing interns is an easy and fairly painless way to scope out potential long-term employees. It is very common for large companies to offer permanent positions to recent graduates who previously served them as interns. I employ this practice as well, eagerly offering full-time employment to young people who have already proven their worth to me. While I appreciate the opportunity to easily release interns who showed more eagerness than substance, it’s great to have a built-in screening process to identify top-notch candidates.
My seasoned co-workers tell me I need to quit telling my intern prospects that I hate interns. One I employed a short time ago spent five months hiding from me because she was scared. I spent the last month of her tenure trying to prove to her that I wasn’t the ogre I’d set myself up to be, and I’m not completely sure I succeeded. However, she must have gotten something from the experience because when her commitment was done, she sent her sister Elizabeth in to apply. My kinder, gentler approach the second time around proved beneficial. Post-graduation, Elizabeth is a dynamic new full-time addition to my team. And I’m back to interviewing interns.