I’ll cut to the chase on this post.  Recruiting customer facing employees with the “Right Attitude” drives customer satisfaction and increased spend.  The genesis of this post is based on my grocery shopping experiences.  I frequent a number of grocery stores on a regular basis.  There are several, though, that I am going to comment on in this post.  I am always impressed when I interact with employees from the following grocery stores: Market Street, Whole Foods, and Central Market.  In my experience, these stores generally have higher prices and in some cases less selection than other grocery stores I frequent.  Even with higher prices and less selection of the foodstuffs that interest me, I continue to frequent these stores.  Why?  The employees.  When I interact with employees from these stores, I am always impressed with their customer facing skills.  The employees  exhibit a number of traits that I do not find in other grocery store employees.  These traits are as follow:

  • A positive attitude
  • Knowledge about the products in their store
  • Willingness to assist
  • Provide customer service with a smile

I have a recruited a number of employees in the past and while you can teach employees technical skills, I am not sure you can teach them the traits outlined above.  What I find interesting is that the majority of the employees I come across in said stores seem to all have the same type of positive attitude.  Hats off to the leaders of these stores for recruiting front line employees with the “right attitude”.  I suspect employee pay at these grocery stores is higher than at others.  If so, this is a great example of why paying more to recruit talented employees is worth it.  I am sure there are many other factors at play beyond salary.  Whatever they are, there is something to be learned from these companies and their recruiting policies.  People often talk about the great service provided by Nordstrom.  I believe employees at Central Market, Whole Foods, and Market Street are another example of how recruiting employees with the right attitude can positively impact financials.  Because of these employees, I gladly drive out of my way and spend more than I typically would on groceries.  I think the image I found below drives home the point.  Your thoughts?

 

Regards,

Rindge Leaphart

http://www.linkedin.com/in/rindgeleaphart
https://rindgeleaphart.wordpress.com/

Advertisements