The most important interview question you’re (not) asking
Have you ever been excited about a new employee, only to be unpleasantly surprised when you later discovered that person’s true colors? They appeared to have a high aptitude for customer service, but – as it turned out – your favorable impression was inaccurate. You’re not alone. It happens to all of us.
The U.S. Department of Labor estimates that the average cost of a bad hiring decision can equal 30% of the first year’s potential earnings. By now, you’ve probably seen similar stats, or perhaps even more alarming numbers. Numbers aside, the costly effects of a bad hire are more than monetary. The ramifications on your internal culture and your external brand can cut deep.
The power of one
Your front-line people are the “face” of your business. Your company’s image and its reputation are made up of countless “moments of truth.” Whether that next customer has a positive or negative experience with that one person on the front line, customers walk away feeling something, and sharing about their experience. And they’re using words like, “they/them/those people.” For that customer, your entire enterprise is represented by the person they just interacted with. This is the power of one.
Many leaders would rather [Read more…]
