Skills can be taught, but it's
difficult to train someone to have the right attitude. The most successful
service organizations hire first for attitude and only secondly for skills.
They train new hires in the skills they need for their jobs.
Everyone in the organization
needs to have a customer-focused attitude. No one should be exempt, not even
workers who spend little or no time in front of customers.
For example, a talented but
egomaniacal software programmer can delay product releases and make life truly
miserable for teammates. If the programmer's attitude problems go unchecked,
delays will continue, and the most highly skilled co-workers will find jobs
with a competitor.
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