Service Archive

Hiring the best people

“You can’t send a duck to eagle school”

You have to admit,  when you saw the headline of Colin Thompson’s short article. Ducks? Eagles? What’s this to do with business? But you will be simply stunned by the truth behind this kind of funny sentence. What about you? Do you think you can train a duck to become an eagle?

A few years ago I had lunch with a top executive from a company known for their legendary retail service. My wife and I are both huge fans, and over lunch I shared with him some of the great service stories his people had provided the Thompson family.
I said, “With the service your people give…you must have a training manual 2 inches thick.”
He looked up and said, “Colin, we do not have a training manual. What we do is find the best people we can find and we empower them to do whatever it takes to satisfy the customer.”
Then he said something I’ll never forget. He said, “We learned a long time ago that you cannot send a duck to eagle school.” Read the complete article on hiring the best peolple written by top executive Colin Thompson Continue reading

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