Hire the right people:
One of the best ways to close service gaps is to start with the right service delivery people from the beginning. This implies that considerable attention should be focused on hiring and recruiting service personnel.
a) Compete for the best people:
To get the best people, an organization needs to identify them and compete with other organizations to hire them. The firm act as marketers in their pursuit of the best employees, just as they use their marketing expertise to compete for customers. Thinking of recruiting as a marketing activity results in addressing issues of market (employee) segmentation, product (job) design, and promotion of job availability in ways that attract potential long-term employees.
b) Hire for service competencies and service inclination:
Once potential have been identified, organizations need to be conscientious in interviewing and screening to truly identify the best people from the pool of candidates. It has been suggested that service employees need two complementary capacities: they need both service competencies and service inclination. Service competencies are the skills and knowledge necessary to do the job. Achieving particular degrees and certifications validates competencies, such as attaining a doctor of law degree and passing the relevant state bar examinations for lawyers. Service competencies may not be degree related, but may instead relate to basic intelligence or physical requirements.
c) Be the preferred employer:
One way to attract the best people is to be known as the preferred employer in a particular industry or in a particular location. Other strategies that support a goal of being the preferred employer include providing extensive training, career and advancement opportunities, excellent internal support and attractive incentives and offering quality goods and services that employees a proud to be associated with.
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