When personality trumps technical skills

03/28/2010 | Fistful of Talent

Companies that value customer service shouldn't settle for employees who lack the right attitude, no matter what their technical skills are, writes Marisa Keegan. Robert Francis of Planned Companies has chosen to hire on fit and personality, rather than only technical skills, and has seen his company's turnover rate drop to 20%, compared with an industry average of 100%.

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