The Three Virtues of Customer Service

"I can't believe that we still do traditional interviews where all we see is what's on the resume and how they act in that 20 minute interview," he says. "You're taking them out, you're exposing them to different circumstances, different people and you're looking for these three virtues." The CEO of Charles Schwab years ago used to have a way to interview people. He'd get there 15 minutes early and talk to the waitress or the waitress, the server because I want to see how they deal with it.