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GLORIA NAVARRO:
It's not just hiring the person and putting them to work and forget about them,
you know. We continue the rapport. We continue to see, you know, who does what
best. I put a lot of emphasis on the fact that customer service is very, very
important for us. We put a lot of emphasis on the fact that there's great
opportunities for advancement. All the managers that we have in the 11 stores
are people who have started working with us as stockmen, cashiers, whatever.
HATTIE: How do you
know that's the right person? What does the behavior look like when you say,
`Oh, that's going to be a manager' or `That person's on the way up' or `We're
going to'...
GLORIA: The desire,
the desire to do better, to really advance, to be the best they can be.
Actually, that's it. And in some cases, you know, we have sent people--like,
for instance, we have a lot of people who don't speak English very well. And in
some cases, we have send them to Berlitz or, you know, a language program.
HATTIE: Right.
GLORIA: And they
have done well, and they have been able to apply to a better position.
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