Hire more like the good ones

I wish you could have been with me at the store last night. I was picking up some essentials for dinner and making a dash in a hurry. With the grey skies and grey parking lots and foggy complexions of my fellow shoppers, I was a grouchy as I shopped. That ended when I hit checkout.

"How are you?" A simple question - but with the power and inflection behind it, I stopped and told the clerk the truth.

I'm cranky.

She made strong eye contact and said "You are choosing your mood. Everyone here is choosing to be cheerful, and you should join us."

Really. I looked around and she was right - there was perkiness and a happy vibe everywhere. It was in the air. I was irritated because I don't get grouchy often and I kind of enjoy it when I do. My irritation at the world was falling away. Grr. Hm. Hah.

Then I went into HR mode, trying to figure out how they did it. Did they use career personality tests? Did they interview for job fit? Did they train their managers in Employee Engagement techniques?

I sought out the manager and asked how he staffed. "I make sure my best people bring their friends in for an interview. That, and we subscribe to fish philosophy, where we encourage fun and "being in the moment". If we do that, the success of the store will follow."

Well said. If the store's customer service levels are important, then a happy shopping experience will surely follow...