My February column summarized a scientific study showing that good selection practices lead to all kinds of good people (e.g., lower turnover) and monetary outcomes. I’d like to talk today in more detail about what it means to have good selection practices.
One of your early tasks should be to figure out what it takes to be a good employee in your store. Take a few minutes to compare your best crew members to those who are average or worse. I suspect the answer differs by job. Not all jobs are created equal!
In my value system, customer interface jobs are critical. Too often as a customer I’ve placed orders with crew members who could easily be replaced by a disgruntled robot. If you want John Customer to come back, and that should be a huge priority for every store, the first contact needs to be positive. We have all kinds of...
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