I've been given some great business advice over the years. One piece resonates and that is success in any venture requires a certain mindset or attitude that's consistently conveyed by the employee to the customer.

Yes, we'd all agree servicing the customer is important. But I've come to realize there's a difference between simply getting by and achieving measured expansion and sustainable profitability.

While portraying a good customer service attitude is important in any business, I think it even more so in the Green Industry. Why? Well at least in the LCO world most employees eventually come in direct contact with the home or business owner - either in a verbal exchange or while under the customer's watchful eye. Contact is inevitable.

Operators are often asked to speak to the customer while otherwise engaged and always working under a very aggressive schedule, especially in prime season. And I expect most in this space aren't hired for their charm. Applied skills seem to be the predominate driver in most hiring decisions.

Customer service is taught and certainly one can learn a trick or two about methods and approaches. However, from my vantage point the delivery of top-drawer customer service can't be learned. You either have it or you don't. Giving it comes naturally. Being customer centric can be reinforced but truly embracing it requires a positive demeanor, an attitude and a motivation to always deliver the best service, to not cut corners even when eyes are not watching.

Customer service is something that's a joyful pursuit and really can't be controlled or rationed...it just is.

The problem for those of us who hire is how to recognize a candidate to whom customer service is a joy and not a chore. The challenge is doing so from within the confines of one or perhaps two interviews.

Without question our customers present a set of unique needs and many can be very challenging. But those who interact with the customer must embrace all personality types and welcome all demands. Now that's not to say anyone should tolerate being cursed or treated in a threatening or disrespectful manner. However, in most instances the company can trace experiencing such treatment to its own poor performance or an unintended misstep by the employee.

As an owner or manager there is one critical time to make such an assessment - during the interview process. Unfortunately, some of us are not good interviewers and those who claim to be often don't invest the quality time it takes to conduct a discerning interview. Plus, most of the interviewing time we do invest is focused on assessing the candidates' technical skills and not their attitude or orientation to customer service.

Here are a few must do's, don'ts and tips that will hopefully aid you in finding the best in class, customer committed employee:

RECOGNIZING CUSTOMER SERVICE COMMITMENT
1) Bottom-line, we are ALL in the customer service business. So no matter what applied skills you are hiring for - whether mowing, spraying, planting, trimming or leading a crew - don't forget to look for those who show a caring demeanor and when asked be sure they can demonstrate doing so by specific example.
2) Regardless of job title every employee must see customer service as a company focal point - from owner on down. GREAT customer service is required, recognized and rewarded and on the flip side poor customer service is not tolerated.

Be very sure there's no confusion about your commitment to customer service. Dialogue about the attitude you expect. Make very sure the interviewee is assessed on two levels. How he/she deals with customers as well as co-workers.

Create hypothetical situations and question the candidate on how they would be handled. For example, how would the candidate handle an angry and impatient customer? Query, listen carefully and ask again. Listen to what's said, how it's said and watch for physical cues as they respond. Much can be learned by carefully watching body language.

Marty Grunder, owner of nationally respected Grunder Marketing, Management and Landscaping Company gave me this input about his interviewing process. "I ask them about a company they admire and why? I get them talking and talking and never come out and directly say things like, now, we are customer service oriented here, so you are good at customer service right?"

Marty also makes it a point to ask the candidate about the companies they have worked for in the past. He advices coming away from this line of questioning knowing what they liked, did not like and why. He also presents problems that his experiences suggest would have happened and probes to see how they handled it.

How do you to deal with irate customers? If you were handling a very angry customer who was showering you with expletives how would you deal with the situation? Is it okay to react in frustrated and angry manner? How have you followed up in such situations?

Lastly, have the candidate provide a detailed description of a time when he went out of his way for a customer. How did the customer respond? How did it make you feel? Why did you do what you did? Dig a bit and discover what drove the candidate to go the extra mile.

Certainly this is not an exhaustive list and the ingredients of the interview will depend on the level being hired. Also, much has been written and developed about techniques and processes designed to facilitate attitude assessment. They have their place. But aside from those methods a few simple rules of the road will help a great deal in your hiring process - hiring with customer service as a focal point.

At the end of the day all of this hiring business is pretty darn subjective. A lot rides on what your "gut" tells you. In the final analysis you'll recognize a positive attitude, a clear-eyed person who looks you in the eye and answers your questions in a forthright manner. Generally you can tell if the room lights up or dims when a candidate enters and leaves the room.

SUMMARY

Between your"gut" and some of the tips outlined above I believe you'll be better equipped to hire and retain the best of the best. Pay strict attention to that "communique" from your mid-section. We should all recognize that the person being interviewed will never look, sound, smell better, or present a more positive attitude then during the interview.

Trust your hunches and pass on the person if the "vibe" is not right. Once in awhile you may pass up a good candidate. But your feelings about people have gotten you to this point and I suspect you're doing just fine.

Make it a point to assess the candidates' commitment to customer service. Remember, technical skills can be taught but not so attitude and the later is a vital ingredient for your company's success.