You’ve heard the saying that “people are a company’s greatest asset,” right? It’s true; your company is only as good as the people running it – at all levels. From the person who answers the phone to the one who signs the paycheck and everyone in between, people ARE your company.
While you likely have a decent team of employees right now, it’s important to make sure that your company employs the right people for the job and for your company’s long term success. After all, it’s your sales people who sell your product; it’s your CSRs who provide the voice of the company – and often the first impression; it’s your technicians who perform the work. When these people shine, your company shines!
On the other hand, if your people struggle to perform, the company struggles too. Customers go elsewhere when they are not treated respectfully or feel as if the person is not knowledgeable. Customers don’t return when the work is shoddy. Taken to the extreme, if your employees engage in unethical or criminal activities while doing their jobs, the company is dragged down. Clearly, picking the right employees is vital to your company’s success.
Who are the right people? This answer varies from one company to the next, though many of the same traits (such as honesty, integrity, skill, and loyalty) cross all industries. The first step is to sit down and look at your company’s long term goals. Is growth important? Or do you want to specialize in a small niche? What about quality? Do you need to streamline operations?
Your goals will help you in determining the qualifications you expect of your employees. For example, if expansion and growth are important, you may want employees who are flexible (because growth requires change), innovative (because growth requires creativity), and looking for advancement (because growth offers opportunities). If you want to specialize in a specific niche, you’ll need employees with specialized skills to match. If you’re trying to improve quality, hiring employees who’ve earned relevant certifications is a smart step.
After listing your goals and determining a general qualification list, write out a detailed job description for each job role along with the qualifications you seek. For example, you may want flexible, innovative CSRs who have completed a telephone skills certification course and have Microsoft Office skills. By reviewing resumes, you’ll be able to determine the tangible qualifications, but you will need to use your judgment during the interview to decide whether the applicant is flexible and innovative.
Okay, now you know the qualifications you desire and you have a pool of potential employees. Who do you pick? Before making any hiring decisions, it’s smart to run background checks and to call all references given. Many companies offer pre-screening background checks at an affordable rate. The cost of hiring the wrong employee can be far higher than paying a nominal fee before extending a job offer.
Depending on what the references say and the background check reveals, you may be rethinking your position. Did the applicant lie about his or her work history or pad their resume? If you value honesty, this is the wrong applicant for the job regardless of how good the first impression may have been.
Finally, take a look at your current team and share your vision for the future with them. You already have good people working for you, though some may lack the skills you need in the long run. This doesn’t mean that they must be replaced. Consider implementing a customer service training program or ask team members to get involved, perhaps by forming a “quality” committee. When employees recognize that there’s room for growth and the tools are readily available, they may surprise you.
Hiring the right people, providing a clear mission for the future, and investing in training to help employees reach their full potential, your people will indeed be your company’s greatest asset.
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