One Take with Dave Kielcucki

👉 The Scoop – Among his many great qualities, Dave worked with the Miami Lighthouse for the Blind training blind people for customer service. It soon dawned on me that what Dave was doing was invaluable: he was giving blind people real-life skills that would earn them a good living and allow them to live independent lives.

👉 Decisive Moment #1 – About 40 years ago made the decision to eliminate the word “no” and every derivative of no out of his vocabulary. No, don't, won't, can't. As a result, it took me to places that I have never experienced.

👉 Unexpected change or event – Delivering impeccable customer service became a dying breed. And it’s terrible, because companies spend hundreds of dollars to attract customers, but don’t want to spend money retaining them. As a result, you have costly churn.

👉 What did he do? – Began training people better, making sure that they deliver impeccable customer service. To do this, Dave stresses honesty –these are real people answering phones.

👉 About older workers – The first question is, does the candidate have a heart? Because that is key, not age, a heart. The other advice, throw them some curveballs during the interview, because this allows them to open up and reveal the real person.