We hear all the time that hiring is destiny: You have to be very careful when looking for new team members—especially those who are on the front-line and Customer facing—that they’re empathetic, Customer-focused, and just plain nice. In fact, there’s an entire cottage industry growing around hiring for your support/services/sales teams to ensure you’ve got the right fit. Once they’re in the door, we spend tons of time (and money!) explaining our processes and procedures to our new hires so they can make an impact right away. We may enable them with some of the greatest technology, give them awesome benefits packages, and even stock the fridge in the break room for them. Volleyball pits, shuffleboards, ping-pong, you name it. We’ve given them everything they need for work, and play, it seems.
Then they sit down at their desks, put on their headsets, and take calls.
And the wheels fall off. (more…)