Seth Godin nailed it today.
“Would you send the clerk on aisle 7 to speak to a head of state or vital partner on behalf of your company? Because that’s what he’s doing right now.”
If you cannot answer a resounding Yes! to Seth’s question, you need to re-think your hiring and training program today.
PS Hire for certain traits. Hire for people who want to represent you and your store. Hire people who already have the ambassador gene in their DNA. Then train them on all the rest.