The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers

HIRE FOR ATTITUDE

“Customers Rock!” companies focus on hiring the right employees---individuals who are naturally people-focused, have passionate spirits, are empathetic, and like to think creatively to solve problems. Southwest Airlines calls this having “a Servant's Heart, a Warrior Spirit, and a Fun-LUVing Attitude.” (See the Southwest Airlines case study at the end of this chapter for more details.)

Hire for Passion, Teach the Skill

Sybil Stershic, author of Taking Care of the People Who Matter Most: A Guide to Employee--Customer Care, believes that good customer service people are born, not made.1 Some people just naturally have a caring attitude for others. They are empathetic, good listeners, and possess a positive outlook. Good customer service people are also problem-solvers who want those around them to be happy.

Recently, I observed Southwest Airlines personnel doing what they do best: treating people as people. While waiting to board a plane, I saw a young girl, about nine years old, getting ready to fly alone. Her escort (most likely her mother) was in tears as she walked the girl onto the jetway to board. As I entered the plane a few minutes later, I noticed the young girl huddled in her seat, sobbing into her hands.

Fast-forward about 30 minutes, Southwest flight attendants were taking drink orders from the passengers. Shortly after that, who did I see handing out snack boxes to passengers? The young solo flyer! The flight attendants had noticed her distress and ...