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38Choosingemployeescanbethemostimportantbusinessdecisionthatyoumake.Hereshowtodoitright.TOBACCOOUTLETBUSINESSMARCHAPRIL2011Areyouremployeessimplycash-registerringersorprot-makersMostaretheformererryMcKennatoldattendeesofPE2011ataseminaronhiringpractices.About74percentofemployeesshowupforworkandsimplygothroughthemotionsdoingthebareminimumnecessaryhesaid.TatlackofengagementcostsAmericanbusinesses420billionannually.TeproblemisparticularlyacuteintheretailindustrywhereemployeeturnoverishighaddedMcKennawhourgedretailerstoaskformorefromemployeesandreapthebenetsinsalesandprots.Seventy-ninepercentofcustomerswalkoutofastorewithoutanemployeehavingsaidonewordtothemhereported.Notonlyaretheynothearingaboutapromotionorgettingasuggestionforarelatedtie-insaletheyrenotevenbeinggreetedatanypointduringtheirtimeinthestore.TegoodnewsRetailerscanchangethatbychangingtheirhiringpractices.IfyouhireengagedemployeesgoodthingshappenforyoupersonallyforyourbusinessandforyouremployeessaidMcKennawhooutlinedthefollowingthreephasestoaninterviewprocessthatwillyieldmoreengagedemployees.Muchofeectivehiringtakesplacebeforeyousitdownface-to-facewithaprospectiveemployee.Oneoftherststepsyoucantakeistorequirecandidatestolloutanapplicationonsite.TatensuresthatnooneassiststhemwiththeinterviewwhichcanhelpyouscreenoutcandidateswhodontspeakEnglishwellorwhoareilliteratenotedMcKenna.Nextscreentheapplicationscarefullyforredagssuchasgapsinemploymentshortemploymentperiodsalackofreferencesortheabsenceofkeyinformationsuchasaphonenumberandbesuretoaskaboutthemintheinterviewprocess.TeremaybelegitimatereasonsforsomeofthosethingsbutyouwanttoaskandlistencarefullytotheresponsesaidMcKenna.Tenpre-screenthecandidatewithatelephoneinterview.Yourtimeisvaluableandtheresnothingworsethanknowingwithinafewminutesthatacandidateisnotrightforyoubuthavingtogothroughthemotionsandthetimeofaface-to-faceinterviewnotedMcKenna.Inpre-screeningcandidatesherecommendedverifyingthatthepotentialemployeeisavailablewhenyouneedthemiswillingtoworkthehoursyourequireatwhatyouarewillingtopayandhasreliabletransportation.Besurenottoaskiftheyhaveacarthatsillegalhewarned.Alsoratherthanaskaboutcapabilitiestellcandidatesthejobrequirementsi.e.youwillbestandingforeighthoursadayyouneedtospeakuentEnglishetc.anddetailyourexpectations.IfyouhavetimetoleanyouhavetimetocleansaidMcKenna.Letthemknowwhatyouwantnotjustwhatyouneed.Alsobesuretoletcandidatesknowthatyouwillbecheckingreferencesandhavethemsignaformauthorizingyoutoperformabackgroundcheck.Tenfollowthrough.AlotofpeopledontcheckreferencesordobackgroundchecksbuttheyareanabsolutenecessityMcKennaurged.Alotofretailershirepeopleaftera30-minuteinterviewandthenhandoverthekeystoamultibillion-dollarasset.Keepinmindthattobaccoisaperfectproductforthievesonethattheycaneasilyandquicklyconverttocash.IntheinterviewitselflookbeyondrelevantexperienceforsixunderlyingcompetenciesthatmakeforexemplaryretailemployeesTesearepeoplewhohavevibrantpersonalitiesandliketoengagesociallytheywillputafaceandpersonalityonyourstore.Employeeswithinitiativewillspotproblemsandtakeactionstoaddressthemwithoutbeingtold.Teseindividualswilldeliveryouwonthavetoaskthemtodosomethingtwice.Employeeswhotakeprideintheirworkloverecognition.hebestretailemployeeslovestayingbusytheylikehavingseveralballsintheair.oidentifytheemployeeswiththesecompetenciesavoidyes-or-noquestionsinfavorofopen-endedandexperientialqueries.TatisratherthanaskanemployeeifheorshelikespeopleorhowheorshewouldhandleahypotheticalcustomerservicesituationtryellmeaboutatimewhenyouhadtodealwithanupsetcustomerPastbehaviorsarethebestpredictorsoffuturebehaviorssaysMcKennawhoalsourgedretailerstoavoidsomeofthelegalpitfallsofinterviews.Ifforexampleinterviewsarebeingconductedatmultiplesitesbydierentmanagersbesuretorequirethemanagerstoaskthesamequestionsandfollowthesameprocesstominimizetheriskofadiscriminationsuit.177lawsuitsareledeveryminuteintheU.S.sobeforeyouaskaquestionyouwanttoaskyourselfDoesthisquestionhaveanythingtodowiththecandidatesabilitytoperformthejobsaidMcKenna.Evenintheidlechitchatbeforeyoustarttheinterviewavoidanythingrelatedtoagemaritalstatusgenderethnicityorreligion.Beginninganinterviewbydescribingthecompanyandthejobisanothercommonmistakemadeduringhiringinterviews.IfyoudothatthecandidatewilltailoranswerstothejobdescriptionsaidMcKennawhoalsourgedinterviewerstoresistthetemptationtodoallthetalking.Youshouldbedoingonly20percentofthetalkingifyouretalkingyourenotlearningaboutthecandidate.Beattentive.Watchingacandidatesbodylanguagecantellyoumoreaboutthemthananythingthatheorshesays.LeaningforwardisasignofattentivenesswhilecrossedarmscanindicateadefensivestanceorlackofhonestysaidMcKennawhosuggestedusingasmiletallysheetormakingacheckmarkeachtimetheintervieweesmiles.IftheyarentgoingtobefriendlyandsmileatyouwilltheysmileatyourcustomersAssoonaseachcandidateleavesreviewandsummarizeyournoteswhilethemeetingisfreshinyourmind.Tenfollowthroughbyphoningreferencesandaskingifyoucanconrmafewfacts.UsethewordconrmratherthanthewordtellwhenaskingreferencesaboutthecandidatesuggestedMcKenna.Itsamoreneutralwordandthereforelesslikelytoputthemo.Whentalkingtoreferencesbeginbythankingthemfortheirtimeanddescribingyourbusinessandthepositionandthenmoveintoconrmingtheemployeesdatesofemploymentandreasonforleaving.OnlymoveintoaskingabouttheirworkafteryouveestablishedrapportsaidMcKenna.Onceyouvemadeahiringdecisionbesuretocallalltheapplicantsandinformthemofyourdecisionheadded.Itstherightthingtodoandrightforbusiness.Afterallthesearemembersofthecommunityprospectivecustomersandpotentialfutureemployees.Soyouwanttotreatthemwithrespect.ExtrovertsInitiativeResponsiblePrideMultitaskerTeamplayer.ThePre-InTervIewTheInTervIewThePosT-InTervIewTPE2011SeminarHighlights