Recently, I traveled to a client meeting with some co-workers. After a long day of discussions, process mapping and product development, we headed out for dinner. We chose a small chain with a flair for local dining choices and drinks. And I remember thinking at the time how personable, outgoing, knowledgeable, and confident our server was.
When I was working my way through school, I had a similar job - and I appreciated the level of attention for our table. So I asked our server, “How did you get this job?" By the way, if you work in hospitality or retail, you know how loaded this question is - especially in a world where high turnover and limited skill sets are needed, yet service directly correlates to business revenue.
What happened next was a lesson in listening and learning as this “live case study” began reflecting the realities of recruiting and retaining good employees in the retail industry.