Searching for that Perfect Fit for the Available Position? ~ 102

An excellent candidate for the technician position has applied for a job that you have posted. There are a million and one things that you need and want to know from this person before committing to offering him a career with your company. Whether he applied online, or from a referral, always, always interview as though you know nothing about this person. Whatever processes you have in place for interviewing, proceed with all of them, no matter how well you may think you know the applicant.

During an interview, there are the obvious things to watch for, such as timeliness, how well they prepared for the interview, hygiene, lack of cell phone calls and texts, etc. Remember, this is most likely their “best” that is before you.

There are online screening tools available for testing for dependability, decision making, work values, etc. This is a great advantage, being in our field, mistakes can be costly. This lowers the chance of hiring someone who may not follow directions well, or is consistently late.

Drug testing almost goes without saying. Most companies require it before hiring, and even have random drug testing throughout their employment term.

Check all references provided. Keep in mind that attitude, motivation, enthusiasm, work ethic, and desire to learn are as important as skills and education. This is the case with any position. If someone wants it enough, they will work hard to achieve it, and most likely enjoy a job more if there was work involved getting there. Ideally, they should be willing to keep the pace, stay up to date and anxious to learn more, as technology is improving and changing every day.

Beware of “I have always done it this way.” Does the employee seek new ways to learn and enjoy the challenge of being educated on the latest technology? Certifications for completed classes to learn new skills listed on a resume or discussed during an interview are good indications of an enthusiastic employee.

With these few easy steps, finding and keeping the right technician will be a great benefit for many productive years in your company.

Searching for the Perfect Fit for the Available Position ~ 101

When in the market to hire a new parts replacer, or technician, for your company, remember and realize the difference in the two. A parts replacer can replace a part on the equipment, but he does not really know why, only that it was not working. A technician knows that a part needs to be replaced and can explain why. He replaces a part, knows how it works, therefore can test to make sure it is indeed repaired.

Another consideration is whether to make the position hourly or flat rate. Be upfront when interviewing, the position is hourly. If all the equipment is repaired, and there is “nothing to do”, jobs will be assigned such as washing windows, sweeping, straightening the waiting room or tool racks, cleaning the garage, etc. A willing candidate will embrace the idea of staying busy and earning their income.

Do not hire with the promise of promotions, unless you are absolutely sure this will occur. It is likely that a technician is just that, a great technician. Different skills are needed to be a shop manager. If you see later down the road a technician has the qualities that are meant for management, approach him at that time, and not before. If a technician is successful, keeping him happy with pay raises, awards, recognition, a title change, and other incentives will be a win/win for you and for him. He will be happier than if you move him to another position he does not enjoy or are not as good at. Then, you have lost your great technician and manager as well.

A good goal is to keep people in jobs they enjoy, and let them know you appreciate them, whether by new uniforms or business cards. Making the right decision when interviewing and hiring new employees saves time and much money locating and training… again and again. Morale is the key once you have found that reliable, knowledgeable technician.

Evil Boss or Is It Me???

A best friend at work has been promoted and is now your supervisor. Now she has turned wicked. Is it her…or You?? Or, maybe you just do not like your boss, plain and simple.

A previous friend turned boss knows any negativity you may have discussed through the months or years. He or she has a fresh start now, but they know how you have felt in the past. Here is a chance for Both of you to start fresh!

If you blame your boss for too much work, have high expectations that you do not feel are being met, feel that you deserve a promotion because you have been at your company forever, or you do not feel challenged enough, it may be time to look inside.

It is not possible to change other people, so it may be necessary to change personally unless we are up for the challenge of multiple applications and interview after interview constantly looking for a better boss.

It may be possible to learn a few things about ourselves, and how to deal with difficult people.

Do not take personally when your boss, or anyone else for that matter, gives a short answer or acts annoyed. He or she could be preoccupied with a number of any other things, from work related to home life, that have nothing to do with you.  

Always be up front and truthful. If asked if a project will be finished by a deadline, and it will not, say so. Even if your supervisor is upset initially, they will appreciate the honesty later. If they have to report to their supervisor or a client, they would rather be honest than tell them several times that a project is delayed.

Even if it feels like everyone all around is negative, strive to be upbeat.  Look for the positive in situations, as it cannot all be bad. And if all else fails, perform your best for yourself. You can sleep at night knowing you gave your all on a project. Even taking lessons from others on what NOT to do and how NOT to treat others is turning a negative situation into a positive one.

It is never a bad idea to keep track of your projects in a portfolio, and even a calendar. If there is ever a question, you have backup to show your work.  Be specific, “I finished this project in three days which was two days before the deadline”, not just “I finish projects on time”.

Stay involved with the department, offering solutions if a supervisor is unavailable. Co-workers and even other departments will notice you being reliable and available to assist – and who knows? They may have an opening with a different supervisor! 

Did You Not Get the Raise You were Expecting?

(or get the reaction you were expecting when giving a raise?)

If given a raise and you do not think it is enough, ask yourself some questions:

• Did you reach goals you set last year? Look back at your previous review.
• Do you consistently meet deadlines, even pitching in to help others meet theirs?
• Was all of your time filled, or did you offer help when you had spare time? (teamwork)
• Did you double check work before presenting it, avoiding errors?
• Did you come up with a scathingly brilliant idea to save, or make, your department some money?
• Are you on time every day and avoid leaving early? How many breaks do you take in a day?
• How is your attitude? Hopefully not grouchy, tired or negative, aka a sandpaper person. Attempting to be pleasant, positive and even enthusiastic about a new project?

All of the above amount to a good work ethic, teamwork and communication. Take some notes, or make a list, thinking back over the past year. Do you still feel you did not receive a fair raise? If you truly think you have worked hard, contributed much and have a winning attitude, ask for a meeting with your supervisor. Present a portfolio and share accomplishments honestly and professionally. Do not compare with co workers, only worry about your little red wagon. If you are working for a large corporation, there may be room for advancement. If you are working for a much smaller company, there may just not be much room for advancement or larger raises at the time. You should know if this is the case. During a review is the perfect opportunity to express your interest in advancing when openings are available.

On the other hand, if you are an employer and give a raise to an overachieving employee, and they react unenthusiastically, consider the circumstances. If this person is reserved, and would not show excitement no matter the amount of raise they received, it may just be their personality. However, if you feel they are genuinely disappointed, the solution may be to attempt to talk with them. Do not approach as if they are in trouble for not acting surprised. Rather, with the concern, “is everything ok?” This will give them the opportunity to show interest in a promotion, or express dissatisfaction, or assure you they were just having a bad day.

Using Social Media to Job Search

This day and time, looking through the want ads in the newspaper is not really productive when looking for a job or career change. There are limited jobs listed in the local want ads.

Today’s world is all about social media. If you are beginning a job search, it is time to open some accounts with sites such as LinkedIn, Google+, Facebook and Twitter. It is important to keep these sites professional, as potential employers will be looking at all of your sites. It is better for your career to keep drama and negativity off of the internet. Connect with previous co-workers and classmates, announcing you are looking for a job. A friend’s wife, a former employer or previous co-worker may know of someone in need of your area of expertise. Don’t stop there, posting your most current resume on career sites allows an employer to search for you as well as you searching for them, doubling your search effort.

Best Dealer Jobs is one of those sites that help guide you to your new position. Some of the biggest dealerships in the United States search BDJ for qualified candidates to place in their most productive careers. If you are looking for a career in heavy equipment, you definitely do not want to miss this site.

When posting a resume to a site, it is good practice to ask someone to review it and your cover letter for typos. When you are ready to apply for a specific job, customize your resume to fit the particular job you are applying for. This may mean simply prioritizing your skills differently. It is a good idea to submit at least a short cover letter designed specifically for each job applied for.Give complete information including addresses and telephone numbers. Double and triple check all numbers and information, assuring a future employer can contact you, as well as your references.  

When your resume is posted on sites, such as Best Dealer Jobs, your perfect opportunity is sure to be just around the corner. 

During Interview - Interview Tips 104

The Big Day

Practice with a friend before an interview. Make a list of questions they may ask and decide the best way to answer each. Ask a mentor for help with positive responses to sometime hard to answer questions.

Relax and focus when interviewing.  Think about what you are hearing and what an interviewer may be asking. Respond slowly and confidently. Be prepared and knowledgeable of what is on your resume. Give the same information verbally as your resume states on paper. Review your past employment dates and positive reasons for leaving past companies.

Greet the interviewer and others involved in meeting with a firm handshake. Do not talk too much. Leave personal talk for dinner with friends tonight. As open, friendly and personal as an interviewer may be, they will not, and should not care to hear your family history. Remember to answer questions honestly and briefly. This allows the potential employer to remember the important topics that are necessary for your success.

Remember what your mother told you, sit up straight and do not slouch. Body language is important. Sitting all the way back in a chair, but leaning slightly forward, relaxed but still professional, shows the interviewer they have your undivided attention and are very interested in your conversation. Make eye contact for a few seconds at a time, do not talk over their shoulder. Try not to fidget, twisting jewelry, tapping a pen or stroking your hair, signs of being uncomfortable. To keep your hands from being too active, place them in your lap with your pad.

Do not bad mouth past employers or co workers. It is a small world. You do not want to talk negatively about a company or its employees if they happen to be this company’s biggest customer. It may appear you are difficult to work with.

When exiting an interview, you may ask for a business card. This ensures you have the correct spelling of the interviewer’s name, as well as they know you are serious.

Follow up with a hand written thank you note within a day or two. Thank the interviewer for their time, and reiterate topics you covered, reminding them why you think you are a good fit for the position you discussed. Include your contact information and sign your first and last name. Proofread it before sealing the envelope.

Interview Questions - Interview Tips 103

Prior to an interview, think about some questions that may be asked, or discussions that will happen. This assists in avoiding stumbling while attempting to come up with an answer. Remember to stay positive. Even a question that can result in a negative answer, think of a way to turn it around to a positive answer.

Some questions an interviewer may ask are:

• Tell me about yourself – keep this answer work related
• Why did you leave your last job? Avoid negative terms such as quit, terminated, or no baby sitter. Use a positive statement such as contract ended, career change, or to raise a family.
• Who was the best and worst supervisor you have ever had and why? Rather than talk negatively, turn it around positively saying you have learned something from each supervisor and co workers. Even in a negative environment, there are lessons that can be learned.
• How did you handle working for a difficult supervisor? Be honest, if you never have worked for a difficult supervisor, express that. Again, turn it into a positive response. I attempt to keep communication open and usually realize we have the same goal, compromising on the steps to take to reach it. I enjoy open communication.
• How do you handle it if you think a boss is wrong? It depends on the boss’ personality. If I am comfortable with them, I will ask what their thoughts are on my suggestions. If they tend to get angry, if there is time, I may prepare a project their way, then prepare it mine to show for approval or suggestion.
• Why do you think you would like to work here? Let them know you have researched the company, and would like the opportunity to be a part of it.
• What do you look for in a supervisor? Guidance and training, ability to communicate openly and that they are open to suggestions and feedback from team members are all good answers.
• Why do you want to leave your current company? To be honest, I am not unhappy, but saw this position and recognized this as a good company to be with. I decided to inquire, as it sounds like an exciting opportunity and match for my qualifications.
• What are your weaknesses? Again, turn this into a positive, such as my spelling is not always perfect, so I use a spell checker.
• What are your strengths? I am a self starter, such as I researched and found a way to save money for the company by….

Be prepared to ask the employer some questions to show interest in the position and the company.

• What does a typical work day or week involve?
• If I am offered this position, when is the start date?
• Who would supervise me?
• What kind of training is provided or available?
• What are the opportunities for advancement?
• If an interviewer does not ask for references, offer your list prior to leaving.
• If they do not offer you a timeframe for making a decision, it is ok to ask.

These types of questions genuinely asked show interest in learning more and are encouraging for an interviewer to hear.

There are a few questions and subjects that may leave a negative impression and should not be asked or addressed during an interview. Some things that may keep an applicant for being considered are:

• Being late for the interview
• Negative attitude
• Incomplete or sloppy application and/or resume
• Unwillingness to start at the bottom and prepare to advance
• Lack of eye contact, which suggests lack of interest or enthusiasm
• Inability to express information clearly
• Untidy appearance

Questions such as: when can I take vacation, can I change my schedule, and what does this company do (you should know this from previous research)

Practice answering some questions to make the process less stressful, even relaxed. Be enthusiastic as boring gives impression you will be bored with the job and not interested. Focus on how you can solve problems for the company, while bringing value, not how much you need a job.

When considering a new position, examine all aspects of a company, not only the salary, but benefits, location, traffic, workload and hours. 

Preparing for an Interview - Interview Tips 102

When applying for a job, there are several things to be aware of and remember. Before submitting a resume, always be prepared to receive a telephone call to discuss the position you are applying for. Learn who the company is, what they do, how they do it, who works there and as much about those people as possible. This is a great start to determine if you may be a good fit. Most companies have a website to begin with. Take advantage of social media by searching for them on Google+, Twitter and Facebook. Review profiles of owners and managers on LinkedIn. This may include more company information as well. Look for length of time in business, locations, divisions and the kind of product or service provided.

Do not be shy about asking employees that you may know for referrals. If you know someone who works at a company, contact them and ask for information that may be helpful to you.

When you receive a telephone call and schedule an interview, review the company again for updates or news articles of relevance. Review your resume and cover letter submitted so conversation is consistent with information previously provided.

Confirm with professional contacts and friends they will be references. Make them aware you are interviewing and may receive a call or email so they will be prepared. Gather complete telephone numbers, addresses and emails. List all of this information on nice stationery to provide at interview if needed.

First Impression Counts 

Dress neatly and conservatively. Clothes should be clean and pressed, hair neatly combed, shoes shined and minimal makeup, perfume, aftershave and jewelry. A good rule to follow is “if in doubt, do not wear it”. Do not take away from the interview by wearing distracting clothes or accessories. An interview is not a good time to wear the bright flowered tie you received for a gift. A conservative solid or striped tie will not be distracting. A jacket is always a winner paired with a button down blouse or shirt. After researching the company, determine how formal is necessary. Anything less than neatly groomed will lead an interviewer to think this may be the best that it gets. 

Interview Etiquette

Leave sunglasses and ear buds in the car, leaving your hands available, thus avoiding embarrassing scrambling and dropping things. Prepare for an interview by being well rested and alert. If you are distracted during an interview, an employer may wonder how well you will focus in a job.

Take a nice folder with extra copies of your resume and references. An interviewer may not have a copy available or may bring others in who may like one as well. Include a pen and notepad. Having this information readily available is also necessary should you need to fill out an application. All dates and information will be consistent with your resume. Be prepared to take notes. This shows you are interested and also saves you forgetting useful or needed information.

Be on time. Map your route prior to the day of the interview if you are not sure of the location. Arrive 15 minutes early, even if you stay in the car for 5 minutes. If you are late, it shows lack of respect for the interviewer’s time, the company, as well as your time management skills and work habits. This also allows time to relax and focus before being in front of your potential employer.

If you have a bottle of water or cup of coffee beforehand, toss it before even going into a building to interview. This will save embarrassing spills and distractions. It may be just as well to even pass on a drink if offered during an interview. Turn cell phones off or silence before entering the building and put away. It is impolite and distracting for a phone to ring during an interview.

While waiting for your appointment in the lobby, spend this time examining your surroundings. Are there books available showing examples of work the company is involved in? Are there pictures or awards on the walls? Learn the company mission statement. Leave all emotional baggage behind so you have a pleasant expression on your face as people walk past you as you are waiting. Genuinely smile as people may pass by. 

You are well on your way to making a great first impression and winning a new job. 

Resume and Cover Letter Tips - Interview Tips 101

Resume Tips

A resume is an example of our work. This is the first impression of our strengths, so making it the best it can be is of utmost importance. Even though the position we may be applying for is not in sales, we must sell ourselves to a potential employer while determining if the company is a good fit.

• Ensure that all of your contact information is included and correct. If your email address is samsmom@..., consider opening a new account with a professional email address. A version of first and last name are best. Include complete address, cell and home  telephone numbers.
• Include complete names, addresses, telephone numbers and email addresses of past employers and references so an interviewer does not have to search for information.
• Keep resumes short, no more than two pages. An employer will lose interest if it is any longer. There is a fine line between too much crowded information and a clean easy to read resume.
• Resumes should be unique, but polished. Print resumes and cover letters on attractive stationery, but not colors of the rainbow. Use an easy to read font.
• All information being accurate and correct shows a potential employer that you are reliable and pay attention to detail, regardless of a position you may be applying for.
• Ask someone for assistance when preparing a resume, or at least review it when it is completed. There are services you can pay, or ask a friend or family member who is professional and can guide you.

Cover Letter Tips

Cover letters should be included with each resume submitted, even if the company does not request one. This letter should complement and add information to your resume, not duplicate it. Each cover letter should be unique to the particular position. When emailing a resume, unless requested as an attachment, submit a cover letter in the email.
Cover letters should be addressed to a person. If a contact name is not mentioned in an advertisement, search online for a hiring manager to address.

• A cover letter should describe in detail why you are qualified for a specific job you are applying for. This is where you express specific experience and accomplishments. List the job requirements and the qualifications that your background match.
• Your cover letter gives an opportunity to explain gaps in work. Account for time to care for children, travel or for education.
• Have someone edit each letter to check for grammar and spelling. It is easy to miss mistakes in our own writing.
• Keep copies of each to review when you receive a call to interview.

The cover letter and resume submitted to a potential employer are your first introduction. Strive to be knowledgeable, interesting, and leave an interviewer anxious to learn more about you. 

A View Into Current Customer Service Trends - 103

Maintaining Customer Service 
After a customer service relationship has been established, there are steps to maintain it, just as you would work to maintain a friendship.

We find it important to keep in touch with clients after a sale is complete, by having a team member follow up. It can take the relationship a step higher, which makes a client even more comfortable. Depending on the type of business, it is sometimes fun to create new ways to show a customer we care about them. At a minimum, a follow up telephone call or a personal hand written note will remind them you care. 

Asking the delivery person to provide a customer service survey will allow a client to express their feelings when they might not otherwise.  If there is a complaint, that is the perfect time to provide even better customer service by exhibiting patience while listening to any complaint and quickly resolving it. Always check back with a customer to confirm their satisfaction with the resolution. Even if they don’t acknowledge it at the time, they will remember your concern.

Be proud of and advertise your customer service. Ask for referrals and be sure to post any testimonials you receive to your website or blog. You will want your prospective clients to have access to these and this will make them easy to find.  Source One Record Management recently provided us a list of references with contact numbers up front and encouraged us to make the calls. They wanted us to hear firsthand the magnitude of their willingness to please their customers.

On the flip side, there may be a day when you encounter an unhappy or rude customer. Always remain calm and pleasant. The two words “I understand” are a great start to a resolution. They may not acknowledge it at first, but they will remember your courtesy later and share with someone else. It will be harder for them to remain upset when you are working to defuse and resolve an issue.

You can also add a customer survey to your online site or shopping cart. Restaurants can make surveys available on the table while brick and mortar companies can host contests in an effort to get surveys completed. Then, post the results!

We all shop for convenience, ease and speed of purchase(s) or service(s). We also tend to purchase more readily from a known company (brand names also help) that is trustworthy and dependable versus an unknown. A new or smaller company providing consistent, excellent customer service will prove sustainability.

Customers choose our business, rather than our business choosing customers. We are available to meet their needs. We must earn their trust in our company, our product and our team family.

A View Into Current Customer Service Trends - 102

Customer Service = Respect

It is really not hard if we (business owners, sales people, even office staff) remember to treat customers the way we like to be treated. Whether we are on the other side of the counter face to face (F2F), sending e-mails, on the telephone or shopping online, customers expect and deserve respect. If all their needs are met along with an added dose of kindness, they will almost certainly return. And most importantly, they will spread the word.

Example -

TJC Mortgage located in Birmingham, AL is a fine example of customer service. I recently contacted one of their owners regarding refinancing a rental home. After only a few minutes and a couple of questions, owner Chris Carter regretfully explained the reasons against refinancing rental property and suggested that I contact my current mortgage company to assist. He asked that if in the future I remember TJC Mortgage. And, I certainly will.


Customer service is a daily function. You may not believe it, but it does help to smile. I recall reading a few years ago an article that advises those of us in customer service roles on the telephone to look into a mirror to smile as you are conversing. Customers will hear the smile in yur voice, which can help soothe even the most irate caller.

We all shop for convenience, ease and speed of purchase(s) or service(s). We also tend to purchase more readily from a known company (brand names also help) that is trustworthy and dependable versus an unknown. A new or smaller company providing consistent, excellent customer service will prove sustainability.

We strive to form a relationship by staying in touch with our customers, which strengthens the business relationship and encourages loyalty. It is important to properly introduce not only our salesperson, but any other customer service representative and delivery personnel. This may take additional organization and teamwork, but our company is then off to a great start. When great service is provided by the 'team', it exponentially increases the chance for referrals.

Depending on your business, have fun coming up with creative ways to show a customer you care about them.  A personal follow up phone call, or a hand written note speaks volumes. Use your imagination. Stop by their office with a box of ice cream sandwiches, or a tin of cookies.

Customers choose our business, rather than our business choosing customers. We are available to meet their needs. We must earn their trust in our company, our product and our team family.