Hiring the right folks
Adam’s post was a good take on Godin’s experience with the receptionist.
But being pleasant at dinner with the boss may not translate as being pleasant with your users. So knowing who the end-user for your business is, becomes vital.
I want stick with the receptionist example: if people who come in through the door are mechanics, electricians and other similar working folks then you need a quick-talking and technically sound individual (won’t matter if he/she is "courteous"). If users are women or young adults then you need a person with a little maturity, an outgoing personality and a soft voice.
Have you seen college kids shopping in a store get frustrated with the college kid behind the counter??
Disclaimer: PLEASE! I don’t discriminate. Everyone has a place; you just need to insure you don’t put a square peg in a round hole.