Imagine your snow management business is a dogsled. You are in a race and counting on your team of dogs to pull your sled across the finish line ahead of all the other racers.
The sled is your business, the dogs are your employees, and the other racers are competitors. To beat those competitors, it’s critical you assemble a dog team that works well together and is committed to winning the race.
Elite racers know building the best dogsled team begins with choosing those that work to win. The key is to find dogs that actually want to pull the sled. Not every dog likes to pull it – and not every person can excel at providing the kind of customer service you need to beat your competitors. Learn from mushers – hire for relentless performance.
WHAT TO LOOK FOR IN HIRING STAFF
Customer-service pros are made, not born, so good core attitudes are essential. Identify and hire people who have the skills and attitudes you want and then help them learn the skills to provide exceptional and relentless customer service. Those people will have an instinct for talking to people and treating them with respect and concern – the foundational elements of great customer service.
Positive energy and attitude go a long way in building a service culture within your snow ops. Look for positivity, mental agility, sincerity, and creativity. Once empowered, those people will be relentless in serving customers. Hire people who will drive your business, share your goals, and are committed to driving your business. Not every dog wants to pull a sled, and not every employee wants to do whatever it takes to ensure you succeed.
Use smile charts to rank applicants’ attitudes during the interview process. Your modus operandi is this: If there is no smile, there will be no second interview.
You can train people in the skills to do the job, but you can’t train them to have great attitudes. They either have it or they don’t. If your employees don’t have great attitudes, then they won’t focus on treating your customers in a way that increases loyalty and drives sales. A great attitude includes treating people – coworkers and customers – with respect and concern. It means being enthusiastic and sincere.
For example, Apple has highly skilled employees who also have great attitudes. They provide valuable expertise while exuding warmth and concern for their customers and their problems.
IDENTIFYING EMPLOYEES WITH POTENTIAL
How do you identify potential employees who have the positive attitudes you need? The first step is to have several people conduct interviews with the applicant, which will provide you with different perspectives. Get input from others who have had contact with applicants, including your receptionist. What did she or he observe about applicants as they waited to meet with you? How did they treat your receptionist as they checked in?
During the interview, ask open-ended questions rather than those requiring a simple “yes” or “no.” Most applicants will tell you want you want to hear. If, for example, applicants all confirm they’re hard workers. Therefore, robe for information and ask for examples of whatever applicants tell you. Inquire how they have solved customers’ problems in the past. Are they empowered? Are they willing to bend or break the rules to provide customers with the best service possible?
Listen to what applicants tell you and watch them as they do it. Body language is important; it can tell you much more about people than their words can do. Does the applicant convey warmth, enthusiasm, and energy? If you were a customer, would you trust this person to treat you well and solve any problem you might have?