Traits Bosses Look For: Traits To Look For Employee

April 2, 2012 by staff 

Traits Bosses Look For: Traits To Look For Employee, Repeat business and referrals are essential for long-term growth. In his book The Welcomer Edge: Unlocking the Secrets to Repeat Business, Richard Shapiro highlights a group of frontline employees who he says share one trait that allows them to provide the type of engaging customer experience that leads to retention and loyalty: true customer focus.

Calling them welcomers, Shapiro says this group of employees sees customers first as people and interacts with them accordingly, rather than going through a robotic transaction. However, the majority of frontline associates are “robots” who just go through the motions, he says. “There’s no emotional connection between them and the customer.”

In this interview with 1to1 Media, Shapiro discusses the role that welcomers have in improving the customer experience and how “robots” can be trained to become welcomers.

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