Attitude over skills

“Hiring service staff with the right attitude and personalities is one of the first steps in providing proper service and avoiding chronic customer-service problems.”

“When the time comes to make your final decision, always opt for attitude over skill. It is relatively easy to teach people how to set a table or the proper etiquette of serving, but it is very difficult to teach attitude. I found that it was much easier to train nice people than it is to train people to be nice.”

Source: Roger Fields. “Restaurant Success by the Numbers”.

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