Groom and Nurture the ‘Right Attitude’

In my previous blog post ‘Recruit for Attitude First!’, I championed the importance of prioritizing attitude over skills and experience when hiring, especially if you are looking to build a service culture. … Read More

Recruit for Attitude First!

Recruitment advertisements often emphasize the skills and experience required to apply for a job. This is understandable, but is also a mistake. Organizations should place more emphasis on recruiting the right attitudes … Read More

Marketing What Matters in Service

The idea that customer service IS marketing is increasingly discussed. The success of Zappos.com through word-of-mouth about the remarkable service it provides is often cited as an example. Organizations are told to … Read More