How to find the right staff to improve your customer service and increase profits
"No matter how good or successful you are, or how clever or crafty, your business and its future are in the hands of the people you hire"
- Akio Morita, founder of Sony Corp
As a small business owner, unfortunately finding the right people to hire isn’t always easy. While there’s many agencies out there that can assist with the process, knowing what to look for will help you find people that are the right fit for your business.
Let’s have a look at the numbers.
One in four employees leave within 12 months
One in four new hires are terminated or leave the organisation voluntarily within the first year, according to a recent PricewaterhouseCoopers survey. The survey goes on to state how success leaders make the hiring and interview process as much about the match between the organisation’s culture and a candidate’s personality, as about finding the right technical skills and experience for a position.
So what they’re trying to say is it’s less about finding the right person for the job, and more about finding the right person for your company. We’ve come up with 7 strategies you can apply to the selection process to make better hiring decisions for your company.
1. Think through the job requirements
A good place to start is by thinking about the job carefully, and the type of characteristics needed to do the job efficiently. Write out a list of all the traits and qualities that you want in the person. Be sure to interview according to your list and make sure that the successful candidate ticks all of the boxes, or at least the most important ones.
2. Get input from your team
Identify the characteristics (both positive and negative) your current staff members display. You will most likely notice some behavioural trends – use these observations to develop a clear picture of who you want (and don’t want) to attract for new hires. It’s also important you involve your team in the hire process and ask for their opinions, as they will be the people working alongside any new employees. A good way for your current employees to get to know future staff is by inviting potential candidates to come in and spend a few hours working side by side with your staff. This may not be appropriate for all business types, but it can be a good trial run before committing to hire.
3. Look for values that match
Shared values should be on the top of the list for all companies when hiring new staff. Although initiative and diversity is important, your staff should share your company’s values. Failing this, you’re not going to see eye to eye down the track. Hire as much for attitude, personality and character, instead of job skills – selecting people with the right attitude and personality.
4. Discover their motives
Make sure you understand what your staff wants in their career so you can do your best to help them achieve it. If your staff feel like their progressing and moving closer to their goals, they’re more likely to feel satisfied and remain working at your company. Ambitious people are eager to undertake further training, attend events and seminars, and get to know as many people as possible. Skills can always be learnt but ambition and motivation can’t – you can grow skills but if they’re not willing to be coached you won’t get far. Ambition and motivation are extremely important – don’t overlook it during your hire.
5. Will your customers like them?
Ask yourself: Would I want to spend time with this person outside of work? Your answer will indicate how well the candidate will fit into your organisation and how well your employees and customers will like them. The likeability of your staff is critical, especially when dealing with the public.
6. Emotional intelligence
If you’re hiring for a leadership role, your successful candidate it’s important to have strong emotional intelligence. During the interview process, make sure to ask candidates how they’ve previously handled frustration, disappointment and adversity with co-workers – their answers should uncover their leadership style so you can weigh it up against how your staff are currently managed.
7. Go with your intuition
Even if you have a candidate with an impressive resume, glowing references and a skill set practiced nationally, if something feels off about them, don’t ignore that feeling. Like most things in life, your gut feeling is almost always spot on. Always remember, there are many variables to hiring the right person and it’s important not to downsize the importance of your personal feelings when making the final decision.
When hiring for new staff members, take your time so you find the right people in the first place. While looking at candidates work history, education and background checks are important, making sure they’re a natural fit with your company is the most effective way to land the best employees. Hiring the right people is important, but so is making sure they stay committed to your company.
Contact your local HR management or recruitment company to help you find the right people to grow your company.