Listen to Bob Swan, a retail executive with over 20 years of experience, talk about why good is not good enough when hiring talent for your company. He will explain his philosophy that great people create a great experience for the customer, which is what makes them a loyal customer. Furthermore, he delivers advice for the prospective employee on what companies look for today.
Art Suriano, CEO of the TSi Company, has just completed publication of his book. We are pleased that Headway’s partner has been able to take his many years of experience working with retailers into a guide for good customer service.
Below is an excerpt from the book, The Ultimate Customer Experience.
It is Saturday morning. John has been thinking about a particular item all week and is looking forward to finally purchasing it. He gets up, showers, gets dressed, has a light breakfast, and heads to the mall. It must be his day, thinking to himself as he quickly finds a place to park. John walks into the store and heads over to where the item should be. Unfortunately, he cannot find it.
Hmm…looking around for help, he thinks to himself, “Surely there must be someone working here who can help me.”
But as John continues to look around, searching for any associate…he doesn’t see a soul. His first impulse is to shout out…
“Is anybody here?”
In part two, the CEO of The TSi Company uses a real-life example to highlight the impact of poor training. Learn why a well thought out training plan is vital to new hire performance and retention.
In Part one, the CEO of Headway Workforce Solutions discusses the impact of a good hire versus a bad hire. It is more than just losing someone or the time a company spends, but the cost of that hire to your bottom line and the importance in shifting our current thought processes to see employees as assets. Click here to see how a prospective employee can prove they are worth the training and how companies can view their hires for long-term success.