Hire for attitude-train for skill. It really is the secret to success. Last week I had my oil changed at Victory Lane Quick Oil Change in Ann Arbor, Michigan. Because my customer service experience at their location in Milford had been poor, I was hesitant to take a chance at this new location. Boy was I wrong!
I pulled in and was politely directed by Paul, one of their superstar employees. I noticed a huge difference in the attitude of the staff at this Ann Arbor location.
I asked Paul, “The staff here seems so much more professional. Is there a reason why?” He replied, “This is a company owned store and is super busy so they pull from all the locations and get the best staff for this store. The store you mentioned in Milford is a franchise and not company owned.” Now it all made sense to me.
Paul was excellent! He was polite, enthusiastic, and very professional. He explained all the procedures as he performed them on my truck. He even informed me of a couple of things wrong with my vehicle, items they don’t repair at their locations but that I should keep an eye on.
The moral of this story? Your people make all the difference. Hire for attitude-train for skill.
I’ll never go back to their franchises closer to me, but I’ll drive 35 miles out of my way to go see Paul and his other team members at the Victory Lane Quick Oil Change Ann Arbor location. And I bet you would too!
Kirt Manecke is the author of the award-winning books Smile: Sell More with Amazing Customer Service, and Smile & Succeed for Teens: Must-Know People Skills for Today’s Wired World. Learn about Kirt and how his customer service books help you train for skill on his website.