How Looking Beyond Experience Can Help You Find the Best Employees with Jim Olsztynski
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After four decades attending industry conferences, Jim Olsztynski notes the smartest, top people are always the ones still in the audience learning — a lesson in never thinking you've arrived.
Look beyond raw experience when hiring: a motivated newcomer can outperform a 20-year veteran who keeps changing jobs because he's a 'knucklehead.'
Military veterans make excellent hires — often disciplined young people in their early 20s you can count on — and resources like Troops to Trades help you find them.
Always praise employees in public where everyone can hear, but deliver any criticism privately.
A bad customer experience gets told to about 15 other people, so you need roughly three times as many raving fans just to offset each unhappy customer.
Employees who see the boss billing $100-200/hour while they earn $20 often misunderstand the real economics of running a business.
Surveys show customers rank price around #9 — they care far more about safety for their family, timeliness, cleanliness, and the warranty.
Small businesses can systematically improve customer service through training and scripts for how employees interact with and react to callers.
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