People will say that service starts with training. Actually, service starts with HIRING. HIRING the right people is the first step in spectacular service. You need to hire people who:

1. Have a pleasant attitude. Attitude is key in customer care. No one can serve properly with a bad attitude.

2. Have a service mindset. You need to find people who want to serve. Who have experience serving. Who needs someone who stares out the window and waits for their shift to be over? That's not making you money!


3. Are willing to learn to serve. THIS is where the training comes in. And it's essential. You simply cannot drop people on the floor and expect them to know what to do. They need to know your philosophy. If you don't have a philosophy, you need to get one before you start hiring. If you don't know where you're going, how can your staff?