The home improvement store was fantastic when it first started. People that worked there knew all of the projects people work on and could help you with all of the tools and tips you’d need. Then eventually, those experienced people left and were replaced with people who knew where stock was located, but that’s it. So, I was delighted on a recent visit when an employee walked up and asked me if he could help. I explained what I was doing and he gave me several tips I hadn’t even considered. Then grabbed another product for me that I needed. I walked away delighted. And with everything I needed.
Experience in any business makes a huge difference in how well problems get solved. And it makes a big difference in customer service when people come with problems they are looking for the business to solve.
How are you thinking about experience when you hire?