I Want to Hire That Guy…

September 7, 2015

A few days ago I walked to an auto parts store with the full intent of going unnoticed by the store’s floor staff. This may sound pretentious, but in my experience they don’t usually bring much to my shopping excursions. Simply put, more annoying than useful.

So when I walked in a young kid behind the counter heard the bell that goes off when the door opens and was right there asking if I needed help. So much for stealth mode. I mumbled something about needing a gallon of window washing fluid and a couple of other accessories for my car hoping to deflect him, but from that moment on he was by my side.

I looked this fellow over and his baggy pants and ill fitting shirt didn’t ratchet up my confidence. In my head, I was calculating the odds that this kid didn’t know a spark plug from a spare tire.

But, as we talked a bit and I told him what parts I needed, he began to move through the store with the genuine enthusiasm of a new hire coupled with the experience of a 20 year veteran. Every request was met with a quick and knowledgeable response. My initial reluctance quickly melted away and I was soon an enthusiastic shopper. I even purchased a few things I didn’t need.

Of course the first – and most obvious – lesson to be reminded of was that you truly can’t judge a book by its cover. I should know that by now and am embarrassed to admit I discounted this young man with a snap judgment.

But perhaps the more important lesson for anyone in the retail business is that if you hire the right people, train them right and give them the tools to succeed, their mere persona will do more to bolster your bottom line than any modern technology.

Think about it, how many times have you walked into a neighborhood shop, fast food restaurant, or Starbucks and been truly surprised by one of the staff? (We’re talking surprised in a good way.)

What a pleasure it is to meet a superstar. That one employee who brings something special to the job. How refreshing it is to see their enthusiasm or benefit from their knowledge. They learn fast, work fast and deliver results. This is the kind of people you need on your team.

As a store operator, you are often your own human resources department. You may get staffing assistance from your institution’s HR department, but there’s nothing that says you can’t actively search for the best possible people for your staff as well.

People like the auto parts salesperson, or the engaged barista, or the great waiter personify the kind of employees you want working for you. Think of all the opportunities you have to strike up a conversation with someone you meet in line at a movie or during a visit to neighborhood restaurant, or shopping at a local store. I’ve found on more than one occasion, that smart and engaging employee stands out. By just talking to them, you just want to learn more about them. You’d be surprised how much you can learn about someone in just a short conversation. It’s like an audition for potential staff. Maybe that person’s in school. Or, they’re new to town. Maybe they’re just working part-time and can’t quite make ends meet. This is your opportunity to capture that engaging personality and put it to good use on your staff. Just like in the movies, give them your business card and extend them an invitation to give you a call or stop by and fill out application.

Your store’s people are the most powerful resource you have in building a durable and profitable enterprise. Don’t just be satisfied with the resumes HR sends your way. You’re the one who works side-by-side with the employees every day. You want the best people who do the best job. Make it your quest to fill your store with the best employees you can find.

So, go hire that guy, but make him get a belt and tuck in his shirt.

Steve White is a writer and entrepreneur living and writing in Denver.