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People make it happen

Ray Kroc, the founder of McDonald’s, once said:
‘Numbers are impressive, systems are important, slogans are moving, but people make it happen.’

Your people are your organisation. They play a major role in determining the kind of experience your customers will have.

First, find out how your customers want to be treated.
Then hire people with the right people skills and behaviours to deliver that experience.

Bonus
It is a mistake to hire solely on technical skills. The best electrician in the world is of no use to you if he drives your customers into the arms of your competitors.