Hire Well...Ask the Right Questions

When asked how his company hires such good talent, Bruce Nordstrom said, "Hire the smile, train the skill." He couldn't be more right.

Our industry has its share of traditionalists and those we've promoted up the ranks way too quickly. When hiring on-site staff, previous industry experience should not be a determining factor. Right now there is a wealth of educated talent out there that could really enrich your property(s), your company and our industry. You can teach someone the policies and procedures, but you cannot change someone's personality. Look for people that have customer service and supervisory experience and ask the right questions. Below is a list of 15 or so of my favorite that help me determine the best candidates for the job.

When I hire, the only skill I generally ask about is the candidate's knowledge and comfort level with Microsoft software other than that, I focus on their customer service and supervisory abilities and how well they know themselves. The following six questions focus on service. In our business where we provide and care for homes, it is important to know that the person you plan to hire is professional, confident, compassionate and willing to serve residents in a personal way.

1. Describe a time where you did something special for a customer?

Answers like "He was unhappy, so I gave him a discount" are nice, but also expected of service providers who make a mistake. You are looking for someone who stepped out of their comfort zone or the norm and helped a customer in a unique way.

2. Describe the difference between service at a high end hotel and a middle of the road hotel?

Before you can ask this question, you need to know if the candidate has had both experiences. So, ask if they have experienced both prior to this question. One should look for responses that show the candidate understands personalized service like "They addressed me by my sir name" "They asked me what I liked" "They escorted me up to my room" etc. If the responses are satisfactory, I typically follow-up with the next question:

3. "How do you think you could personalize service as a [Insert title of position you are hiring for] here at our community?

4. If you are offered and accept this position, how would you get to know the residents in the first sixty days?

Answers I like include: "I would introduce myself whenever I'm in the presence of a resident whether that be in the office or out walking the community." "I would attend resident functions." "I would send a letter introducing myself and invite them to meet with me."

5. When a customer is becoming upset with a situation or the statements and answers you are giving, how would you diffuse the situation?

Good answers include: "Remain calm, listen to them, become empathetic to their concerns, and reiterate all the reasonable options I can think of. Ask them what type of resolution they would like to see in the matter." "If the customer's demeanor or voice is heated, I would ask them if I can take some time to think of a better solution and follow-up with them."

6. How would you collect rent from a person that lost their job or had a medical emergency?

Great answers include: "I would be empathetic to their situation and find out if they had any resources (i.e. family, friends, church) to help them pay their rent." "I would offer viable charitable resources they could explore." "I would not charge a late fee." "I would work out a payment arrangement acceptable with my company's guidelines." "I would do everything I could to help them get through this difficult time in their lives."

When hiring a supervisor the following questions will help you determine if they can earn the respect of their team, effectively manage and motivate people and terminate someone if they have to.

7. If hired, what are some things you would do to get to know your new team?

Responses such as: "I would spend one on one time with each person and ask them about their jobs, their likes and dislikes," "I would shadow team members to really understand what they do and their challenges," "I would listen to their concerns and implement resolutions," I would hold regular team meetings" are all good.

The next three questions will help you identify the candidate's level of compassion, guidance and tenancy to put their team members' aspirations before their own

8. Describe a time when you had to terminate someone? Tell me what happened?

9. Similarly, tell me about a successful coaching / counseling process that you lead with another employee?

10. When you see a team member excelling and doing really well, what would you do to recognize and keep him/her motivated? Some good answers would include: "I would publically recognize their accomplishments." "I would speak with them about their goals and offer new challenges or opportunities to learn other job responsibilities to prepare them for a position of their liking." "I would inquire about a promotion for them."

11. Describe how you would help change or improve the behavior of another person or a team? Good answers include: "I would meet with the individual or team and ask them what they thought about the subject, what they thought they did really well and what they could improve upon and set the goals together," "I would show the change necessary through my own actions." "I would hold them accountable to the change by watching and following up."

The last set of questions is asked to get a better understanding of one's character.

12. Have you ever done or said anything against your supervisor's or co-worker's wishes? If so, tell me about a situation?

13. Have you ever had to expose a supervisor's wrongdoing? If so, tell me what happened? If the candidate say's no, a good follow-up question is "Really, none of your supervisor's ever behaved badly?" Wait and let the candidate think about it for a moment and if he/she says no, then ask "What would you do if your supervisor violated a company policy or procedure?" Good answers include: "I would discuss my concerns with him/her. If I felt that my supervisor was not on the up and up, I would go to his/her supervisor or Human Resources to discuss my concerns."

14. Do you want to make more money? The answer will be, of course yes. Follow-up by asking,

15. What do you plan to do with your life to make more money?

Hopefully one wants to know that the person is ambitious, not afraid to become further educated, pay their dues and work hard to get ahead. These are the type of people I want working for me. Choose to hire the personality and the confidence and your property(s) and company will be more successful.

For more articles by Gabriele Preston, go to http://www.multifamilymanagementconsultants.com