Satisfied customers start with contented employees, says Terry Kabachnick.
The founder of The Kabachnick Group explained her theory in the “Retailing Issues Letter,” which is published by the Center for Retailing Studies of the Mays Business School at Texas A&M University.
In two previous posts about this, we quoted Kabachnick as saying that retailers put much effort into capturing the hearts of customers, but they fall short when it comes to employees, which is where they should begin.
“Matching a person’s passion to a job and to the organization which rewards one’s passion always enhances performance,” Kabachnick says. And that matchmaking begins with the job interview.
Then, assess the applicant prior to the interview to determine how closely the applicant matches the benchmark.
Next, Kapachnick says, set standards for the interviewing process by ensuring that the interview questions are based on the job benchmark. Also, be certain that time frames are allocated for questioning, listening, telling and discussing.
Toward the end of the interview, she says, ask the applicant to tell you the five things he or she remembers most about what will be expected in the job. Based on those responses, ask which is the one he or she loves the most.
Finally, watch for and observe for emotion in these responses. “Engagement, commitment and passion,” she says, “can rarely be hidden.”
So armed, go out there and fill those holiday jobs.