SBTM Jul 2015 - Page 14

EDITORIAL FEATURE Every Employee is the Key to Your Company’s Reputation and Success By Rita Santamaria In the words of General Norman Schwarzkopf: “ I think that there is one really fundamental military truth and that’s that you can add up the correlation of forces, you can look at the number of tanks, you can look at the number of airplanes, you can look at all these factors of military might and put them together; but unless the soldier on the ground or the airman in the air has the will to win, has the strength of character to go into battle... all the rest of that stuff is irrelevant.” It is each of our employees or associates in the company who, together, make our busi- ness continue to grow. Our website can be the most up to date, google SEO awesome, our brochures filled with colorful graphics, and our ads so inspiring and purposeful that you want to tear them out and tape them to a wall; but our individual colleagues must be customer friendly to the point of making our customers feel like they are well received in an environment that is appreciative of their business.  All the beautiful bells and whistles we have invested in time and resources mean nothing if the “soldier” greeting the customer as they enter or call on our business has a negative attitude or demonstrates negative body language.   Training a new hire has to be centered on the actual tasks necessary for their individual key responsibilities but the overriding evaluation during training is attitude.  Attitude can make or break a customer relationship and eventually close the operations of a company. Here are some attitudes that are universally considered undesirable: • Talking over the person who is trying to talk »Continued On Page 35