The success of any company rests firmly with its management. That responsibility includes hiring people who have the skills and personalities needed to build a winning team and drive the company’s success.
When you have an opening for a frontline employee who will interact with customers — whether in sales, service or another role — the first step is to have a clear job description that outlines the specific duties and skills required. That job description will serve as your road map as you begin the recruiting process.
The first place to look for a new employee is within your current team. Share what you are looking for, and ask your top performers if they know friends, family members or former colleagues they would recommend for the job. Good employees often know other people who share their work ethic and values. Consider rewarding employees when a referral leads to a successful hire — even a $100 bonus can provide some extra incentive.
There are groups of potential employees you should not ignore. That includes older adults and people with disabilities. They are a valuable pool of potential employees. Many older people are looking for jobs, not necessarily because they need the income, but because they want the opportunity to interact with others — customers and coworkers. They are not content to simply sit at home; they want to do something meaningful.
People with physical disabilities — who make up a significant portion of the U.S. population — also make great employees and should not be overlooked. With advances in technology, for example, blind people can work as computer programmers, telephone operators and customer service representatives. They, too, want to do something meaningful and can make great employees. Ignore what you think they can’t do and focus on what they can do for you and your company. I have a friend who regularly shops at Menards, where an employee who uses a motorized wheelchair is cheerful, helpful and goes out of his way to engage customers. He is a great representative for Menards and a valuable resource for customers.
There are also some important steps to follow when interviewing potential employees. First, be prepared. Have the job description and a list of questions you want to ask close at hand. Avoid relying too heavily on questions that can be answered with a simple “yes” or “no.” You want to learn how candidates think, communicate and approach their work.
Ask them to tell you about themselves. Why are they interested in leaving their current job? Why do they want to work for your company? What were their major accomplishments in previous positions? What skills do they have that fit your needs? You might also ask them to define good customer service and explain why it matters when dealing with customers.
I have a friend who asks candidates another question: “What would I be surprised to know about you?” The answer can reveal something memorable about a candidate and sometimes create an unexpected connection. If, for example, someone tells you, “I won a silver medal in the Olympics,” you have learned something about that person’s determination and dedication to excellence.
Also, pay attention to their body language. Do they make eye contact? Are they engaged in the conversation? Are they relaxed? Do they smile? Check their references as well, and review any publicly available information, including social media, that may help you determine whether they would be a good fit for your company.
Finally, recognize that many job skills can be taught, but attitude is much harder to change. Look for people who are pleasant, personable and willing to learn. Remember this: Skills can be taught, but attitude is king.
