HHIQ_3Q_17_Complete

“
HR & STAFFING
• “What we do is have the applicant fill out a
basic application. In addition to that, there is
a small math test I give that basically lets me
know if they can calculate BASIC math—
you would be surprised at how many college
kids don’t know how many feet are in
a yard. After the applications, I schedule
interviews based on first impressions and
what I see on their applications. Then I
re-evaluate how the applicant is doing a
couple of weeks after they start with us.”
NARROW THE SEARCH,
BUT KEEP AN OPEN MIND
Although experience and knowledge is
important, don’t overlook a good candidate
from another retail segment. Many
successful retailers find great employees
over a meal in a restaurant with a topnotch
server. U.S. hardware retailer Tractor
Supply does well in hiring store people from
the welding trade as they understand some
of the issues hobby farmer customers face.
AFTER YOU’VE FOUND
THE RIGHT CANDIDATE
In a recent online survey, over half of the
retail respondents said that a lack of training
led to their decision to leave their employer.
That starts from the first day on the job—
don’t shortcut the onboarding and learning
process. Make sure they have the knowledge
and tools to perform successfully and
to delight your customers. Formal training
is available through organizations such
as the North American Retail Hardware
Association. The cost of training versus
turnover is minimal and far less disruptive
to both you and your customers.
Give participants a certificate of achievement;
it costs virtually nothing to create
one and print off enough copies to hand
FLE
We have a graphic of a ruler with arrows pointing
to specific measurements. It’s true that 95 percent
of our applicants cannot read a ruler.
”
out. People respond positively to recognition
and it translates into loyalty. I recently
saw an employee’s certificates of completion
posted at the service desk where they worked.
Empower your employees to make it right
for your customer. That can even mean in the
small cases, as well. For instance, in my local
travel plaza, the cashiers can give customers
a free coffee at their discretion. Employees
love to feel as if they have some control. It
makes them feel that they’re valued.
Don’t forget to reward people when you
catch them doing something well. It could
be as simple as a “thanks”. Keep a few gift
cards to local restaurants handy; an expression
of thanks goes a long way toward how
staff treat customers and interact with their
fellow employees. If you don’t want to give
a cash reward—and assuming you have
enough staff on the floor—tell them to
come in an hour late the next time they’re
scheduled to work, as a reward.
Integrate fun into your day-to-day tasks.
You can even bring in a boom box to play
upbeat songs first thing in the morning
before opening, or as you’re closing the
store. Get everyone moving and in a good
mood! I’ve witnessed this in a local store;
the employees all started their day smiling.
As Joe Scarlett, retired chairman of Tractor
Supply titled in his TSC success book: Work
Hard, Have Fun, Make Money.
Wolf Gugler is President of Wolf Gugler Executive
Search, celebrating its 20th year in business as a
leader in locating top talent for home improvement
retailers and their suppliers throughout
Canada, the U.S., and the Caribbean.
He can be reached at 1-888-848-3006 or
wolf@wolfgugler.com. For more information, or
to read more articles about staff development and
retention, visit his website: www.wolfgugler.com.
REFERENCE
CHECKS
When you speak
to a reference, here
are a few questions
you might ask:
Have you seen them
under a stressful situation
with a customer? How do
they deal with and
handle it?
Can you give me
an example of a time they
should brag about the
customer service
they provided?
Don’t ask about
weaknesses; no one likes to
admit they have any. Instead,
ask, “Is there something skill or
knowledge-wise that we can
help them improve?”
Ask the reference if
they know of someone else who
knows your candidate and reach
out to them; they should provide
you with a completely unbiased
opinion and commentary.
34 THIRD QUARTER / 2017
Hardlines Home Improvement Quarterly
www.hardlines.ca