In the retail space, revenue is directly related to the employees that are on the front lines and who are in contact with customers every day.  In the eyes of the consumer, they are the face of that organization.  Retail organizations that have implemented employee assessments as a part of their selection process for customer facing positions have been able to improve customer service and customer satisfaction – both of which are directly related to increased revenues. 

I’ll bet you never heard of “Sweethearting.”  I certainly had not heard that name until I read an article recently on “The Bottom Line” (msnbc.com).  Sweethearting is more commonly known as “shrinkage” (a.k.a. employee theft) in retail.