What Kind of Attitude Would You Like with Your Coffee?
One employee in a coffee shop in the morning is friendly, prompt, and wishes you a nice day after thanking you for your business.
An employee in another shop across the street ignores you for a few minutes, then is surly, impolite, and hands you the coffee and change without a word.
Most consultants hired to examine the differences would delve into the owner’s attitudes, the store environment, training, family background, product offerings, and customers’ temperaments.
In fact, it’s usually just a case of someone with a positive attitude or a negative attitude, enthusiasm versus skepticism, and energy versus lethargy.
Some people are just bad hires, and you can’t train someone in “enthusiasm” or energy after the fact. Most lousy performance is created on the day of the poor hire. Yet most small businesses just hire anyone who can show up and pour coffee. And in a zero-unemployment economy, so do many large ones.