Identifying a Good Service Employee

Hire slow and fire fast. If you don't like firing people, be very deliberate when interviewing potential candidates.

Good employees are dedicated to great service, no matter what business they are in. Consequently, I am curious about how any business that has good employees identifies them.

Restaurants offer a lot of lessons regarding this process. The turnover is high, even in a very good restaurant. So, the questions asked to job candidates must do a good job of weeding out those who might not truly be committed to service.

Here are some questions that are used in the industry. Think about how they might be effective in your business.

My comments are in italics.

Restaurant Server Interview Questions

On Website

1. What does "hospitality" mean to you?
2. Are you looking for full-time or part-time employment?
3. What is your availability?
4. What is motivating your job search?
5. What pay range are you looking for?
6. What are your long-term goals?

PW: A restaurant sells more than food, it sells an experience, much as a remodeling company sells more than a remodel. Asking a candidate to define "hospitality" can help you learn how well they will represent your company.

Get candidates thinking ahead of time. You are setting up the expectations for the steps in the vetting process that will follow.

Phone Screening
1. What do you know about our company, and what has inspired you to apply for a position with us?

• This can be an excellent way to see if the candidate has done his or her homework and/or are aware of who we are. It's also a good opportunity to understand their motivations.

PW: If they are just looking for a job and know nothing about your company, it likely will not work out well.

2. Did you have a chance to look over the job description? What experience do you have that we are looking for that you believe qualifies you for this particular job?

• Although it may be surprising, many candidates have not read the job description. Asking this question really gives you an opportunity to see how well the candidate fully knows what they are signing up for. The second part of this question is asking them to identify a strength that will help them succeed in this position. Ideally, you would like their answer to be the top 1-2 qualifications you are looking for.

PW: These questions give the candidate a clearer and clearer idea of what it means to work in your company. Some candidates will already be thinking they might not be a fit.

3. Tell me one thing about yourself that I can't see from your resume.

• The candidate will hopefully provide you some useful information about themselves that aligns with the job and our organization.

4. What is the best team you have ever been a part of and why?

• What is this individual's level of engagement in a team environment? Does he or she appear to have been genuinely committed to this team?

PW: A company is only as good as the employees' ability to work well with others, even if the employees don't see each other on a regular basis.

5. If we were to contact your previous coworkers, what would they say about working with you?

• Does their description of how their prior coworkers view them sync up with our impression of this candidate? Also, what was the candidate's demeanor when answering this question? A question like this can reveal quite a bit about personality type (humility, vulnerability, confidence, etc.).

PW: This is good information to have when you are checking references. If the candidate's recollections don't mesh with those of the references, watch out.

Required Interview Questions

[Put your company's mission statement here]

1. What word or phrase in our mission statement do you feel most represents the contribution you feel you will be able to make to our team if hired?

• Try to look for a real connection between the candidate and our mission. Do they appear to "get it" and connect with our identity.

PW: What a good way to set expectations about the mission statement being a powerful point of reference for your company! Does the candidate "get it" or are they clueless?

2. If you were recruiting for this position, what are the top five things you would be looking for?

• Then ask the candidates how he or she would rank themselves against those attributes.
• From this question, you find out what values or skills the candidate finds most important, how they approach problem-solving, and whether they would be a good fit. Secondly, it is always telling to see if a person is modest in ranking him or herself low against the criteria or self-confident in ranking high.
• As a follow up question, ask how they feel your company will help them satisfy their short- and long-term goals.
• This is a great question for weeding out those individuals who are just looking for a paycheck. We are looking for individuals who see their time with our company as one step towards their professional and personal goals.

PW: I love these questions, as they are so powerful. They turn the table on the candidate. Is the candidate stumped? Do they have an exaggerated opinion of themselves? Or are they dialed in and realistic in their assessment of the job and their fit for it?

3. What about a company do you find makes you feel more committed to them? Anything that turns you away?

• Where do we fit in their response? Are we really what they are looking for?

4. What were some areas of development that were identified during the last time you were given constructive feedback by a manager or supervisor?

• Another way of asking the "weakness" question. Does this area for development pose a potential conflict when considering the essential functions of this position?

PW: If the candidate can't identify any, they don't have a realistic impression of themselves and will likely not be a fit for the team. If they have a lot, be careful to avoid hiring a "project" instead of a solution.

5. When was a time you "took one for the team" even though it was not your responsibility?

• Is their response told in a way where they had pride for the opportunity to help or in a quid pro quo (I gave you therefore you owe me) mentality?

6. Describe a time when you made a mistake in the workplace and how you handled both the situation and the feedback?

• Listen for vulnerability and integrity.

7. Explain a time when you demonstrated exceptional customer service.

• We are looking for team members who have a desire to serve others at the highest level. A follow up question: What does great guest service look like to you?

PW: Yes, I know you are running a remodeling company and not a restaurant, but your clients love great customer service. Providing a high level of service is what will get you those cherished positive reviews online and, consequently, more business, both new and repeat.

Hopefully these sample questions provide you with food for thought (pun intended!). Remember that your clients remember their interactions with your employees, whether those experiences are good or bad. Your business basically teaches clients stories to tell. The better job you do vetting the candidates that come your way, the better stories you are going to give your clients.

Like I have said many times: hire slow and fire fast. And if you don't like firing people, be very deliberate when interviewing them.