5 | How to Hire for Attitude not Experience

Feargal Quinn founded the Superquinn supermarket chain in Ireland and has spent his life championing customer service. He was an Irish Senator, worked in television and has written a number of internationally published books.  His 1992 book 'Crowning the Customer' has sold more than 50,000 copies and been translated into French, Italian, Spanish, Japanese, Arabic, and a host of other languages. Show Notes: 1.10 - Red Island and the start of a customer service journey – 3.37 - Keep them coming back, the Boomerang Principle - 4.30 - Self-service supermarkets and basket ‘theft’ – 7.00 – The Dundalk Cornflake War - 10.20 - People, service culture an having fun – 11.40 – An elephant in Sutton – 12.50 – hiring for attitude, not experience - 16.52 - The power of words, ‘support office’ and ‘colleagues’ - 18.15 - Leadership and visibility are key - 19.20 - Stand-up meetings - 21.20 - Building pride and connecting staff to the company - 23.15 - Going the extra mile - 24.20 - Leadership isn’t just from above - 25.10 - Mentoring in Superquinn, not rules but ethos – 26.40 - Holding up a mirror to bad behaviour – 30.00 The tough job of telling family and colleagues about the sale of Superquinn - 33.34 - Feargal’s role models - 36.14 - Feargal’s advice for his 20-year-old self