Recruit Creatively and Hire Carefully

Development can help great people be even better—but if I had a dollar to spend, I’d spend 70 cents getting the right person in the door.

—Paul Russell

Director of Leadership andDevelopment, Google

On Interstate 4 southwest of Orlando, Florida, a striking cream and tan building fronts the freeway. A big—very big—sign defines it in one eloquently simple word: casting. It’s the Walt Disney World personnel office. That one word says a lot about not just Disney but all companies that are focused on becoming known for Knock Your Socks Off Service. They don’t “hire” people for “jobs” in an organization; they “cast” people for a “role” in a service performance.

In service-focused companies, customer service ...

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