It's in the DNA..

Our consultants are the face of the company to our clients. As with any services-oriented firm, any customer interaction with the consulting team has the potential to generate new and interesting work or to cause a breakdown in the relationship. A focus on customer satisfaction is critically important to our success and forms the foundation upon which our consulting practices are built. I find that it is much easier to train on the mechanics of a consulting role (the software and processes) than it is to develop an individual's service orientation. Providing good customer services is either there or it is not. We have parents to thank for that. Selection is the key. Find a way to select the people who can do the job who possess an obvious service orientation in their DNA. Is the candidate polite to the reception folks? Do they smile easily? Do they maintain a positive attitude when talking about prior work experiences? Is ample time spent talking about how they met or exceeded customer expectations? Probing deeper on quick responses can help illuminate a true service orientation or make it clear when someone is simply well-rehearsed. If it is there, it needs to be uncovered and it shouldn't disappear when put in the spotlight.