Sometimes You Get the Hiring Right

Yesterday my wife and I did a little shopping after work and stopped into our local Eddie Bauer clothing store. We were greeted by a mature woman with the biggest smile who showed a sincere interest in helping me find the exact pair of pants I wanted.

With patience, poise, and grace, she asked the right “qualifying questions” to determine my needs, wants, and desires. She was great to work with and quickly found the best selection for me to choose from.

Then, as our stomachs showed us who the boss is, we walked over to the Red Robin restaurant that shared the same mall as the clothing store. We were waited on by a server who knew the right balance of friendliness and tact. He was never too pushy or standoffish and seemed to know exactly when to return to our table to check on us. He also offered suggestions and some substitutions to make my meal the best it could be.

Hiring Right for the Best Customer Experience

As you faithful readers know, sometimes I complain about the poor level of service that has bewitched our society. It’s so nice to see there are plenty of professionals still interested in taking care of their customers and creating a positive experience.

Here are 4 personality traits I look for when hiring a customer-facing employee.

  • Melodic voice, not monotone (pleasing voice)
  • Asks follow-up or probing questions (inquisitive)
  • Makes eye contact and has positive body language (self-assured, professional)
  • Has a natural smile and is not afraid to show it (gives a friendly first impression)

Remember, the old adage is still appropriate: “hire for personality first and train for skills second”.

Thanks to these employees for taking care of me and thanks to their businesses for getting the hiring right!