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Principles to Remember
Do:
• Identify the competencies an ideal candidate needs
• Ask interview questions that uncover the drivers behind the candidate's past and future behavior
• Give the new hire early feedback about her performance
Don't:
• Prioritize technical skills over relational ones
• Assume you've made a bad hire without checking your perception with others
• Immediately move to termination, without first considering coaching or transferring
Case Study #1: The value of sleeping on it
Roxanne Bond, the Executive Director of HR at USAA Real Estate Company, works closely with her hiring managers each time there is an open position. Roxanne's group developed and refined a sophisticated and efficient hiring process that starts with building a list of the competencies needed for each position. The company has a great track record with little turnover and a strong, inclusive company culture. However, USAA Real Estate Company is like all fast-paced and busy companies and hiring managers often feel urgency when they have to fill a position. Last year, a hiring manager needed to fill a heavy financial role and wanted someone with the technical skills and experience to begin right away. The job came down to two candidates: Sarah and Amanda*. Both had accounting backgrounds but Sarah had more experience doing the tasks that the role required
The hiring manager was leaning toward her even though a few red flags came up in her interview. In response to questions about past mistakes, Sarah indicated that she was overly sensitive to criticism. In response to the same questions, Amanda showed she took responsibility for her actions and had a positive attitude.
Roxanne strongly urged the hiring manager to consider Sarah's responses and whether her leg up in experience was worth the risk. She gave her the night to think about it and when they met the next day, they decided to go with Amanda after all. The hiring manager thought that she could coach Sarah's behavioral issues but realized that doing so would take an enormous amount of time—time that would be better spent helping Amanda get up to speed on job tasks. Roxanne is proud of the careful process that USAA Real Estate Company takes when it comes to hiring: "We haven't had a bad decision in years and it goes back to the preventative approach we take."
*names have been changed
