Recruiting--Part Two: Interviewing Methods for New Hires

By Tom Richards

Your opening attitude should be that you're proud of what you have to offer.  Make a list of the advantages of the job.  Also, be candid, without being brutally honest.  If the position is worth it, the down-side is also worth it. 

Interviewees have to be comfortable with telling you the truth. Instill confidence by your open attitude so they'll say what they really think and feel.

I feel that interviews for entry-level and part-time positions are too brief.  Think of the last time you made a hiring mistake.  What did it cost you in time, effort and money?  And, remember, part-time is full-time when they're working.  They're as much the image of your company as full-time staff.

I always ask potential hires to read the position outline while they're waiting for the interview.  It's the fastest way to tell them what the job is and how it works.  It's especially advantageous when you have more than one person to see.  While talking with one person, have the other one read the outline and jot down questions they'd liked answered.  If they don't feel the job suits them, don't try to sell them on it.  But ask them what kind of job would suit them.  You may be able to use them elsewhere.

Prepare yourself by writing a series of questions.  Writing crystallizes your thinking and organizes the interview so important questions aren't missed.  Questions at the beginning of the interview should be general:

-- How did you hear about us?
-- What do you know about our company?
-- How long have you lived here?

These are questions that are easy to answer and the person will relax more by talking.  Pursue the answers with more questions on the subject so the flow of the conversation is effortless.

The next group of questions should be about specifics.  Questions about her resume, family status, current residence, salary requirements and so on.  Be sure to continue asking questions until all areas are covered to your satisfaction.  If this woman is considering the job for $12.00 an hour and she's been making $18, how can she afford to take the job?  Be realistic and you’ll get ‘real’ people.

Tom Richards is president of 1 on 1 strategies inc in Santa Fe. He has been a customer communications and guest satisfaction consultant for 27 years.

Comments

[Ron Hayes]

Good hiring decisions are critical to achieving the very best in customer service. Asking behavorial based questions can be eye-opening and very beneficial to hiring someone that "fits" in your organization.

One concern I have about questions to ask a potential employee - family status questions are dangerous. If you have asked family status type questions and you don't hire someone that is a single mother, you risk a discrimination lawsuit. It is better to just let those types of questions go unasked.