Webster's defines Diversity as 'Variety'. Why is diversity important? How can maintaining a diverse pool of employees make a rent to own store more profitable?

Most people, when they hear the word diversity, focus on race and gender. Race and gender are easily measured, therefore receive the most attention. While a culturally diverse team that mirrors the community is crucial, maintaining diverse personality types is equally important and often overlooked. "It takes all kinds" to achieve world class results. The affect of varying personality types on a relationship-based business like Rent to Own can be immense.

Left Brain Vs Right Brain
Studies show that most people fall into two distinct categories, left-brained and right-brained. Left brain types tend to excel at logical thinking, analysis, and accuracy. Right brain types tend to excel at empathy, creativity, and aesthetics. Both personality types have advantages and disadvantages.

Left brain types will tend to group accounts based on numbers and see things in logical progression. The payment is due on Friday, it's late, therefore...

Right brain types will tend to empathize with customers and rely on hunches. The payment is 14 days past due, I have a hunch they will pay, therefore...

Having an entire staff of left brains will result in a close rate that will be the envy of the company, but may result in a high degree of customer churn. An entire staff of right brains will result in a higher customer count, but close rates will be inconsistent and tend to be higher.

When a group of left brains is given a goal of 5% close, they look at the numbers. Accounts are 1-7, 7-14 and all 7-14's are equal. I will need to pick up X number of late BOR to meet goal. Given the same goal, a group of right brains will agonize over the effect on individual customers.

What's the solution?
Learn the value of diversity. Study the personality traits of your employees. Are they all the same type? Employers tend to "hire themselves." It's important that we think outside the box and not restrict the hiring process to those people that look, and think, like we do. In an industry dominated by the relationship between customers and store level employees, a diverse team will insure success.

Are you Left or Right Brained?
Vision is another area where hemispheric dominance (left vs right) occurs. The following exercise allows you to observe this process and control it. 

As you look at the illustration below, cross your eyes so you see a third circle between the blue and red one. When you get your eyes focused right, the middle circle will seem to have a cross on it. To reduce eye strain, sit farther back. 1 to 3 feet works well.

Watch the cross on the third circle. Every few seconds, it will change from a horizontal line to a vertical line and back. This is because the hemispheres of your brain are alternating in dominance for this activity. When the right brain is dominant you see the blue circle and vertical line on top; when the left brain is dominant, the red circle and horizontal line are on top.

With concentration, you can train your brain!
Now look at the illustration again, but this time, try to make the cross on the middle circle steady. You want a pure cross, not a horizontal or vertical line. 

The Exercise

Personality Type Factoid: There are nine personality types...

Type One
The Reformer

The principled, idealistic type. Ones are conscientious and ethical, with a strong sense of right and wrong. They are teachers, crusaders, and advocates for change: always striving to improve things, but afraid of making a mistake. Well-organized, orderly, and fastidious, they try to maintain high standards, but can slip into being critical and perfectionistic. They typically have problems with resentment and impatience. At their Best: wise, discerning, realistic, and noble. Can be morally heroic.

The caring, interpersonal type. Twos are empathetic, sincere, and warm-hearted. They are friendly, generous, and self-sacrificing, but can also be sentimental, flattering, and people-pleasing. They are well-meaning and driven to be close to others, but can slip into doing things for others in order to be needed. They typically have problems with possessiveness and with acknowledging their own needs. At their Best: unselfish and altruistic, they have unconditional love for others.

The adaptable, success-oriented type. Threes are self-assured, attractive, and charming. Ambitious, competent, and energetic, they can also be status-conscious and highly driven for advancement. They are diplomatic and poised, but can also be overly concerned with their image and what others think of them. They typically have problems with workaholism and competitiveness. At their Best: self-accepting, authentic, everything they seem to be–role models who inspire others.

The introspective, romantic type. Fours are self-aware, sensitive, and reserved. They are emotionally honest, creative, and personal, but can also be moody and self-conscious. Withholding themselves from others due to feeling vulnerable and defective, they can also feel disdainful and exempt from ordinary ways of living. They typically have problems with melancholy, self-indulgence, and self-pity. At their Best: inspired and highly creative, they are able to renew themselves and transform their experiences.

The perceptive, cerebral type. Fives are alert, insightful, and curious. They are able to concentrate and focus on developing complex ideas and skills. Independent, innovative, and inventive, they can also become preoccupied with their thoughts and imaginary constructs. They become detached, yet high-strung and intense. They typically have problems with eccentricity, nihilism, and isolation. At their Best: visionary pioneers, often ahead of their time, and able to see the world in an entirely new way

The committed, security-oriented type. Sixes are reliable, hard-working, responsible, and trustworthy. Excellent "troubleshooters," they foresee problems and foster cooperation, but can also become defensive, evasive, and anxious–running on stress while complaining about it. They can be cautious and indecisive, but also reactive, defiant and rebellious. They typically have problems with self-doubt and suspicion. At their Best: internally stable and self-reliant, courageously championing themselves and others.

The busy, productive type. Sevens are extroverted, optimistic, versatile, and spontaneous. Playful, high-spirited, and practical, they can also misapply their many talents, becoming over-extended, scattered, and undisciplined. They constantly seek new and exciting experiences, but can become distracted and exhausted by staying on the go. They typically have problems with impatience and impulsiveness. At their Best: they focus their talents on worthwhile goals, becoming appreciative, joyous, and satisfied.

The powerful, aggressive type. Eights are self-confident, strong, and assertive. Protective, resourceful, straight-talking, and decisive, but can also be ego-centric and domineering. Eights feel they must control their environment, especially people, sometimes becoming confrontational and intimidating. Eights typically have problems with their tempers and with allowing themselves to be vulnerable. At their Best: self-mastering, they use their strength to improve others' lives, becoming heroic, magnanimous, and inspiring.

The easy-going, self-effacing type. Nines are accepting, trusting, and stable. They are usually creative, optimistic, and supportive, but can also be too willing to go along with others to keep the peace. They want everything to go smoothly and be without conflict, but they can also tend to be complacent, simplifying problems and minimizing anything upsetting. They typically have problems with inertia and stubbornness. At their Best: indomitable and all-embracing, they are able to bring people together and heal conflicts.

The above descriptions were provided to RTO Online by Don Riso and Russ Hudson of The Enneagram Institute. All Rights Reserved