Best to listen to the 8 minute episode. In the meantime though, how is hiring of employees as well as contractors and advisors influencing customer satisfaction.
Why do some companies have great customer satisfaction and others seem to be never able to attain it? I go through some of the thoughts and observations from wondering about this topic.
Comparison of Companies
I first noticed some of the great attitudes between companies and others where the customer experience is not so good. It raised many questions and I discuss those in the episode and then my conversations both about the hiring and training practices.
Those around you and Others
When you have some bad employees they infect your organization. Training doesn't help that may be attitudes people have carried for years. Remember your peers, friends and family can be harmful from the earlier episode (click here for more detail and understanding).
Training or Hiring Correctly
You might not be able to train good attitudes with the wrong people. How do you hire properly to raise customer satisfaction? Hiring employees is more important than trying the wrong employees. I discussed this topic with some good companies and found some interesting information. It seems rather clear that you should hire people with certain attitudes and experiences. In fact, it may be better to hire people without skills that can be taught but the desire.