Everyone claims to have the best people providing the best service. Here’s how you can tell if it’s true. When someone has a bad service experience, do they downgrade their impression of you as a company – or do they assume that single person is an outlier and not representative of you? If the former, you don’t have a brand based on the service your people deliver. If the latter, you do. Define the attributes a person needs to fit with the brand you want, then hire to that definition. And don’t let brand-busters linger; show them the door quickly.
