Humans love to complain. There must be something in our nature that makes us this way, because we’re always looking for something to share with our friends and family, and good experiences just aren’t as juicy or exciting. This is true when it comes to personal relationships, politics, and interactions with companies.
Did a viral video ever surface as the result of someone having a lovely, on-time flight with nice flight attendants and good airplane food? Nope. That would be wonderful if it ever happened, but it’s not very likely.
Especially in America, we expect good service and reliable products, so we aren’t likely to praise a company to our friends and family unless we have an exceptional experience. But if we have just one bad experience, everyone in our social circles is likely to hear about it.
In fact, one study done by Dimensional Research found that people who have a bad experience with a company are 50% more likely to share it on social media than people who have a good experience, and they are 52% more likely to share it on an online review site like Yelp.
For businesses, this means that great customer service is more important than ever before. It also means that bad hires who interact with customers, either directly or indirectly, can be devastating to your business. It only takes one bad interaction to ruin a customer relationship, and that interaction can spread like wildfire if it is egregious enough.
Better hiring decisions lead to happier employees; a more supportive, productive environment; and ultimately better customer interactions. People who are engaged with their work and who get along with the people they report to and work alongside will bring a more positive, can-do attitude into the workplace, which always leads to better customer service.
Mistakes will still happen – they can’t be erased entirely – but prompt and diligent responses by good employees can lead to some of the best reviews of all. Personally, I’m most impressed not when everything goes smoothly, but when people react with care and speed when things go wrong. That’s the mark of good employees; the kind of employees who prompt positive reviews and a stronger business reputation.
Finding such employees isn’t easy, but it can be greatly facilitated by assessments for hiring. Hiring assessments help hiring managers look past basic qualifications to talent, character, motivation, and potential for growth. Learn more about hiring assessments by checking out one of our key profiles with a preview of Judgmentcompass assessment today, available this month only.