The problem is not the problem. The problem is your attitude about the problem.
– Jack Sparrow, Pirates of the Caribbean
“Hire for attitude; train for skill” is a term used when searching for new employees at Virgin America. When Virgin America posts a job position, approximately 1 out of 100 candidates will have the right attitude and be offered the vacant position. You will read the full story in Part 3 of the book about founder Richard Branson and Virgin America.
To put the Customer First and focus on Customer Contact Points, the attitude of your team has to be the right one from the beginning. When you hire staff, their attitude is something that is hard to develop with coaching and education. To have success with putting the Customer First and implementing a CS Strategy you only need 3 things:
- Attitude (3 A’s)
Therefore, the mindset and attitude of your employees must be in line with the philosophy: The Customer is Always Right (CAR) that is a culture that must be the heart and backbone of your employee’s attitude towards the customers 24/7, 365 days a year.
Let me give an example of the opposite of the 3 A’s culture: Early in my career when I visited some of the larger dealerships, there seemed to be a secret game being played among the sales personnel or service advisors. The game was essentially played like this: “The first employee who looked up from his desk was the loser and had to serve the customer”. This seemed like a strange game to be played within an organization. However, it was clear to me that these employees were badly in need of an attitude adjustment towards their customers.
The 3A culture is a management responsibility to ensure that the attitude is directed toward putting the Customer First. The scenario described above was a culture of the employees putting themselves first.