Hire For Attitude

Happy staff can either be the biggest asset or biggest detriment to great customer service. Happy staff are great for customers and staff alike. Great staff can also help keep employees from leaving, because its a good place to work. Happy, smiling staff come from having people with great attitudes. A bad attitude will show up in all kinds of ways. How often do you walk in to a store, and you can just tell the staff are not really that interested in providing great customer service. Sure they have all the product knowledge and sales training, but lack a real caring attitude towards customers.


Walk through the mall about ten minutes or so before closing time, and you will see how many stores have begun to close their doors. When you see this, it just screams, please do not come in to our store, we really just want to go home soon. The staff will stay open until they have to, but they will not be be very happy when a customer comes in just before closing time. That poor attitude will show, and the customers can sense they do not really want their business. What if the door is left wide open, with the staff smiling when you come in ?  The customer will then feel welcomed and is more likely to be a repeat customer.


What about the customer who calls a call center two minutes before it closes ?  Will the staff really want to give the best customer service, or will they just do the basics so they can get the customer off the phone fast. The staff are often thinking more about their after work plans, than actually wanting to help the customer. Can you imagine how good it would be for customers and businesses alike, if  the customers did not feel rushed during their transactions and felt wanted as a customer.  


Great business customer service begins with the hiring process. The selection process should focus on attitude, then knowledge. You can train for knowledge, but hire for attitude. Clearly references will  be very important to ensure the prospect has demonstrated prior great customer service attitude. Also during the interview process, some questions could focus on prior customer service experience and how they dealt with past customer service challenges.


Once staff are hired and trained, they do need to be monitored to ensure they continue with great attitudes. After awhile, the staff will develop the habit of great customer service, and that is good for everyone. Employees with great attitudes mean less employee turnover, which saves money. Also companies should consider paying above basic entry level wages which can help attract and keep the staff. If the wages and staff atmosphere were better, that would motivate and maintain staff. Once your company gets a great reputation as a place to work, you will be able to attract and maintain all kinds of great staff. Also customers will start to see and hear familiar employees, and will feel more comfortable. Once customers are more comfortable with the business, that can be great for the customer and business. Great staff attitude will produce winning results for business, and create many smiling customers.