It's all in the attitude

摘要

Every recruiter looks for a good attitude. After all, isn't it common knowledge that while skills can be taught, attitude is inherent? Past recruitment, we often think we're stuck with what we've got - get a bad egg, and you can't do much with them. Luck onto someone with a great attitude, and all you need to do is improve their skills. So are we really stuck with someone's attitude, for better or worse? When it comes down to it, attitude can be improved. In fact, I've seen many cases where seemingly dour employees have been able to turn the customer experience they provide around - all it takes is a bit of honest feedback and a little accountability. When it comes to customer feedback, staff attitude is, without fail, one of the things most remarked upon. Comments such as "It doesn't cost anything to smile" highlight how even seemingly small things impact on the customer. For that particular customer, it doesn't matter how well the person provided the product or service - the experience was diminished because of the staff member's lack of a smile.