How To Transform Your Company Culture In 2019 (7 Guaranteed Examples)

Hey Everyone,

Above is my video on how to transform your company culture in 2019. These are all strategies I’ve used in my businesses so I know they’ll work for you as well!

If you prefer to read my company culture strategies, check out the transcript below.

Hey team. In this video I’m going to share seven company culture strategies that you may have never considered to transform your company culture. Stay true to the end because there’s a bonus company culture tip that you’re definitely gonna want to use.

I built an eight figure business. I have 150 employees and I’ve been hired by companies like Mcdonald’s, Canada, verizon wireless, an Alfa Romeo.

I know that these strategies are gonna work for you because they’ve worked for me as an entrepreneur, a keynote speaker, and for my clients as well, so I guarantee that they’ll work for you to, these new strategies are going to help you elevate your company culture such as why private podcast should be used for employee onboarding and how my employee advisory board is helping transform company cultures plus much more. Don’t forget about the bonus strategy that I’m going to share with you, but you’re going to have to wait to the end and I guarantee nobody’s using it.

All right, let’s get into it.

Company culture idea number one is to create an internal podcast to onboard new employees. Because you know, new to company culture, I’m going to assume that you’ve already built your employee onboarding strategy.
Some of the education that you might have within this process is when was the company founded? Who are some of the executives and what are some of your core values?

The question is how are you delivering this education to your new employees? Have you ever noticed that during training, managing employee engagement levels can be difficult? We’ve all tried tips and tricks to be able to increase this engagement because of the training becomes more successful.

The answer to being able to create higher engagement is private podcasts. Instead of having your trainee manager stand in front of the room and explain your company culture, how was built and things that are aligned with the culture.

Use an internal podcast that new employees can listen to before their first day with your company.

According to software companies, Silk Road,

53% of HR professionals say employee engagement rises when onboarding is improved.

The beauty of leveraging an internal podcast is that it’s affordable and it’s a different experience for the employee. All you really need is one or two of your current employees to share the story and record it. Not only is this a unique idea, but it sends a message to new employees that you’re willing to think and do things in an innovative manner.

If you want your employees to do the same, you must first lead by example company culture. Idea number two is to create an employee advisory board. The employee advisory board or EA B is the most popular strategy that I’m asked about when I speak at business conferences as an employee engagement and company culture.
The employee advisory board is a fairly straight for strategy, but it does include some intricate details that you must manage to ensure that the program is successful.

The EAB is a group of team members within the company that meet with the senior leader of the organization on a monthly basis for two to four hours to talk about the current state of the company culture.

During the meeting, you will always ask two core questions that will set the foundation for the conversation. The first question is what are the strengths and opportunities to improve the company culture? And the second is describe the workplace of your dreams.

A few key elements of the EAB are is follows. The meeting is confidential. Create an environment where team members feel comfortable speaking freely. The host of the meeting should be a senior leader like an owner or the CEO to ensure every department has a voice.

Elect one team member from each department across the entire company to be a part of the EAB. Flip the team every six months and ask ea be team members to elect the replacement or do so democratically by internal vote.

Now, this is the most important part of the EAB. After you’ve gathered the feedback as the leader of the organization, you must take that information and discuss it with your management team to start transforming your company culture.

That is where the value is.

The employee advisory board is definitely the most valuable company culture idea that I’ve implemented within my business for my clients and have spoken about during my keynotes and workshops. Don’t take my word for it. Listen to what one of my managers has to say about the employee advisory.
“I think the employee advisory board is a great opportunity for all staff to have their voices heard, voice their concerns, their ideas to the company and give that to management and ownership.”

Idea number three is to create a company culture book or video.

You may have heard of company culture books or videos before.

The time I was introduced to them was when I visited Zappos in 2008 while these ideas might not be revolutionary, there’s that element of it that I highly recommend doing to take it to the next level and that is to include a section that shares the success stories of current and past employees.

For example, you could share the success story of Sarah, the frontline employee who grew from our call center position to become the vice president of customer success or of Steve, the employee who contributed to the company culture for five years.

Then ventured off on his own to start his own successful business. Your company culture book or video should have anybody who reads or watches it, whether it’s a customer, an employee, the media, or even a prospective employee, invoke a certain type of emotion that gets them excited about your company profiling current and past employee success stories allows you the opportunity to share a great story rather than just listing off facts such as where is the company located and when was it founded?

Company culture idea number four is to invite current and past employees to interviews. Your All Star employees should be leveraged as ambassadors for the company so that they’re able to share their story. Working within your company culture.

After all, when your company is growing, everyone in the organization should act as a recruiter. Somebody has started doing in 2018 within my businesses, I would invite great employees who define our company culture and welcome them to our interview process.

Even if they did not have any interview experience before. Specifically, I would invite these ambassadors into the company culture part of the interview process. They can ask a couple questions and it doesn’t matter if they don’t have a lot of experience in asking you interview questions because you’re going to be the person there that will guide them through the process.

The biggest value is having them there. Describe the company culture from the perspective of the employee, not as the leader. There would even be times where I would excuse myself for the interview to allow the candidate and the current employee to be able to speak one on one without me in the room.

I’ve even gone as far as inviting past employees, individuals who were culture ambassadors when they were with the company to the interview process to speak to the prospective candidate. This works extremely well when you’re trying to recruit senior talent that is being approached by other companies as well too.

One forgotten piece of value in doing this is because if you do hire that prospective employee, not only do they know the or the person hosting the interview, but they will also have built a bond with that culture ambassador.

I would go ahead and make these culture ambassador culture buddies during the employee onboarding experience company culture. Idea number five is to conduct quarterly company culture audits.

In the first few pages of my people first culture book I quoted somebody named Dan Guerrero with the athletic director of Ucla and he says,

“Culture is like a baby. You have to watch it 24/7, it needs to be fed at least three times a day and when it makes a mess you have to clean it up and change it”

Company. Culture audits are something that I implemented with in my own businesses in 2018 and it’s something I’m recommending to my clients as well too.

Before doing company culture audits, I was reminded of a leader that I greatly admire.

The leader I admire is Daniel Schwartz. He’s the CEO of restaurant brands international. The organization is the parent company of Tim Horton’s Popeye’s and Burger King. This organization has a very high level of meritocracy.

Operating a company with high level of meritocracy means that high performers are rewarded and celebrated and low performers are giving coaching to be able to turn their game around. However, if they don’t take the coaching, then they are off boarded and replaced with other potential high performers. A colossal mistake companies make is not offboarding non culture fits fast enough.

If you do not do this, these individuals will erode your company culture from the inside and make your job infinitely more difficult to get the culture back on track. When deploying our company culture audit initiative, I work closely with our senior management team. they will print off an entire list of every single employee on our payroll and they will go ahead and rate these individuals from one to five stars, five being individuals that greatly contribute to the success of the culture.

Before our meeting. I will ask our managers to already come prepared with their list of their rankings and be ready to explain their valuation of each and every team member. This might sound labor intensive for your management team, but it shouldn’t be because they should already have an intimate understanding of each of their team members and how they’re contributing to the company culture, but even if it was labor intensive, what is more important than protecting the company culture you’ve built?

Here are a few reasons why company audits are important. You’re always refreshing your talent pool and protecting your company culture. You’re giving your managers the autonomy to pick their team and make it their own and you’re sending your company a very loud message that regardless of how talented you are, no one is excused from contributing to the success of the company culture and no one will harm it.

After being presented with the list, I asked three key questions.

The first is what are we going to do to celebrate fours and fives? The second is what are we going to do to support threes to turn them into fours or fives and third, what have we done to coach ones and twos? If I’m satisfied the way that my management team has coached ones and twos, then we will begin the offboarding process. Before doing this, I highly suggest consulting with a labor and employment professional to be able to give you guidance.

Reed Hastings, the cofounder and CEO of Netflix says it best:

“We don’t tolerate brilliant jerks because the cost of teamwork is too high.”

Company culture idea number six is to host company culture tours. Company culture tours is a fantastic way to showcase your culture, to perspective employees, the public, the media or anyone who is interested in learning about company culture.

1-800-GOT-JUNK. The company that I started my career at does company culture tours in a fantastic manner. When I first joined 100 got junk in 2007 as a call center employee, I was amazed that people from throughout North America would fly to Vancouver and take the tour.

This told me early on my career that company culture matters to the success of any business.

Don’t feel that it’s absolutely necessary to be able to host the company culture akin to 1-800-GOT-JUNK after all they’ve been doing it for years.

My recommendation is to start small, host a couple tours and start refining it along the way to host company culture towards you’re going to need a single point of accountability and give them a couple of resources. The first is give them guidance by sharing this video with them so that they can review the examples I’ve provided.

Next, allocate time for them to design what the tour would look like and consider other logistical things such as time of day and duration of the tour and third a budget that they can work within to make it a great experience for tour members.

I will never stop learning about company culture.

I will always be a student, which is why to this very day I will still go on company culture tours from other companies so that I can learn from my organization and share ideas with you as well.

Company culture idea number seven is the 3 x 5 strategy. It is by far the easiest. It costs you nothing but it’s often forgotten by most organizations.

Let me ask you a question. If you walked around your business and ask your employees to recite your core values or your mission statement, would they be able to recite it back to you?

Similar to how if you went to a Starbucks, they would most likely be able to recite the mission statement of their company, which is:

“to inspire and nurture the human spirit. One person, one cup and one neighborhood at a time.” 

The three by five strategy will have you asking three employees at random across different departments in the organization five days a week to recite your core values or your mission statement.

After doing this for a long enough period of time, you’re going to create alignment which will help transform your company culture.

And now for the bonus company culture idea…

I present you the $20 interview question earlier in this video I told you that the EA b was the best strategy I’ve ever created, but I’m having second thoughts based on the feedback that I get from my keynotes, my workshops, and my book.

The $20 interview question is what’s resonating with companies around the globe.

All right, enough teasing here is the $20 question.

What is an indulgence that you can’t live without that costs less than $20?

At first, the candidate is going to be stumped and they may be thinking, why is this company asking me this question?

One thing’s for sure. They have never been asked this interview question in their career before, which makes it very unique. I’ve heard many different answers to this question. Dark chocolate, cool ranch, Doritos and red skittles.

After asking this question, what do you think is waiting on the desk or the workstation of the new employee on day one along with a hand written personalized card from the management team is the $20 gift that they had answered to the question in the interview.

Now there are a few key elements that you must follow to make this successful.

Number one, when asking the question probe further, if the candidate answers with dark chocolate, ask them what brand of chocolate from where this will help you further personalize the gift.

Number two, when presenting the gift to the candidate, ensure the person delivering the gesture reminds a new team member of the question.

For example, say, Hey Kelly, do you remember what you answered when we asked You what your $20 indulgence was? Have the gift out of sight, then hand it to them and number three, make sure it’s an indulgence, not a necessity because handing out a large package of toilet paper is just weird.

Not only will this transform your company culture, it is sending a very loud message to each and every new employee that this is how we treat people within our organization. We are thoughtful, we are genuine and we are caring not just to new employees but to everyone that interacts with the brand.

Start asking the $20 interview question today.

There you have it, the seven it company culture strategies to transform Your Business and that bonus interview question that I shared with you whenever you visit my youtube channel, my promise to you is that I’m going to share company culture, customer experience and employee engagement strategies. If you learn something by watching this video, it would mean the world to me.

If you subscribe to my youtube channel so that you can be alerted when I released my next educational video, visit my website, Michelle falcon.com to learn about my keynote speeches and the private workshops that I host. But before you go, go into the comment section of this video and answer this one question so that I can help you implement some of these strategies. What strategy are you looking forward to implementing the most within your business?

Leave a comment below and let’s start the conversation.

Thank you so much for watching this video and I’ll see you next time. Right.

5 New Customer Service Skills Your Employees Need (and How to Train Them Properly in 2019)

There are many customer service skills that employees must possess to contribute to the success of a company.

Things such as friendly, proactive, going above-and-beyond all come to mind.

It’s likely that you clicked through to read this post because you want new customer service ideas, not the same old run of the mill concepts that have been suggested by everyone else online…am I right?

The five customer service training skills I’m going to share with you are ones that my management teams are currently training my employees with.

Across our venues, restaurants and bars, we have 150 team members operating within one of Canada’s most competitive hospitality districts (King West, Downtown Toronto); the far majority of these team members are customer-facing.

My business partners and I have built a reputation in the city and industry for having a next-level customer experience and it’s largely because of how we train our team on their customer service skills.

Related: What is Customer Experience

I share this information with you to give you some background information if you’re not familiar with me. However, the primary reasons is because I want you to know that this information is tried, tested and true.

I’m an operator, just like you!

I have a team I must support, just like you!

I’m looking for a competitive advantage with proven strategies, not advice from someone who just recites what they read online.

Before we get into the 5 Customer Service Skills, make sure to connect with me on LinkedIn and let me know which Customer Service Skill you like the most – I’d be happy to answer any further questions you may have after reading the article!

Without further adieu, I present you the five new customer service skills your employees need:

Customer Service Skill #1: Understand the 3 Customer Personality Types

You can’t deliver the same experience to every single customer and have great customer service skills.

Why?

Because some gestures – whether it’s your tone, the questions you ask the customer or your dialogue – will engage some customers and alienate others.

A decade ago, when I was working within a call centre as a customer service agent in Vancouver, I started to document different customer traits and behaviours.

Why was it that customers in different regions reacted differently to how I answered the phone?

Why did some customers not care to talk about the local sports team?

Why did some customers want to talk about the weather?

I was interested in the answers to these questions…so I investigated further.

After months of taking notes, I recognized that each customer has a different definition of success when doing business with a company.

Eventually, I created something I now refer to as The 3 Common Customer Personality Types.

I’ve trained hundreds of people on these customer personality types, such as customer service team members from Verizon Wireless and sales professionals from Lexus

The Director Style Personality Type

Customer Service Skills #1

Let’s pretend James Bond was your customer.

What attributes does he have?

He’s reserved, to the point in his conversation and conducts very little chit chat.

Now, think of this customer in your business. What do they value the most and how are they defining a great customer experience? I’d suggest:

  • Team members with high product knowledge
  • They want to lead the customer experience
  • Time efficiency matters to them
  • Their questions get answered quickly

The director style customer personality is a great customer to have because often their experience with your company is an efficient one. This is particularly great for retail and call centre experiences.

The Socializer Style Personality Type

Customer Service Skills #2

I don’t know Ellen Degeneres personally but based on her show I’m going to assume she’s kind, speaks at length and is a great listener.

Does this remind you of one of your customers?

I bet it does! Now, how does the socializer define a successfully customer experience?

  • Employees engaging in off-topic conversations
  • They find transactional customer experiences rude
  • A company that cares about their customers as a human being, not just a customer or a number

Here’s a tip! There is a big threat in doing business with the socializer personality type.

What do you think it is?

Time! They are the type of customer that will talk about this, that and everything while you have a line up of other customers in your queue. If your employees have the right customer service skills they will be able to effectively serve this personality type without cutting them off or be rude.

Continue reading below to see which skills your employees must have to provide a positive, efficient customer experience for Socializers.

The Passive Style Personality Type

Customer Service Skills #3

Have you enthusiastically ever asked a customer,

“How’s your day going!”

And they replied with, “Good” without asking in return how your day is going?

I introduce you to the passive personality type. Some employees may label these customers as “boring” “low energy” or “not engaging.” For me, I think they are misunderstood.

Their attributes are defined as guarded, timid with expression.

But, I believe that for the most part this behaviour is likely because your company or industry have failed them before which is causing this demeanour of uncertainty. I suggest that your employees don’t write these customers off because they can become some of your most loyal customers! They are simply looking for a company that they can trust.

Each customer personality type may exhibit great company customer loyalty for different reasons. It’s your responsibility as a leader to train your team members on their customer service skills to elevate the customer experience.

Customer Service Skill #2: Patience
 Customer Service Skills #4

You may be thinking:

“Michel, you promised NEW customer service skills! Patience isn’t new to me!”

I know, I know. But, what I’m going to share with you is how to identify if your prospective employees have this customer service skill BEFORE you hire them. I don’t believe you can train patience very well as it’s a human behaviour that takes years to accomplish.

I train companies how to build customer-centric teams and ask the right customer service interview questions. Here are a few you can use to identify if the person you’re interviewing is patient:

  • What are some nuisances that really bother you in your personal life?
  • How do you react to something frustrating you?
  • What’s the most irritating thing that has happened to you this week?

These questions are asked to identify how the candidate is in their everyday life. You can make some sound assumptions on how they will behave as a team member of yours based on their responses.

If they respond with great detail on how things easily bother them then I’d be on guard as they may exhibit very little patience with your customers.

However, if the candidate appears to genuinely struggle to think of answers then you may have an all-star on your hands.

You can’t predict customer behaviours within your business but you can help your company by hiring team members who exhibit patience with your customers.

Customer Service Skill #3: Capture ideas and share them

Customer Service Skills #5

Wouldn’t it be amazing if your employees regularly came to you with ideas on how to better the customer experience and help the company grow?

I’m so fortunate that this is what’s happening in my business. We constantly have team members, ones from different departments, sharing concepts with our management team.

The most valuable way that my company gathers ideas from our team is through our Employee Advisory Board (EAB). The EAB is a group of team members who represent each department across the company. They meet with me once per month for 2-4 hours to discuss the current state of the business. During my keynote speeches and workshops, I help companies understand the value of having an EAB and many companies have implemented one…I think you should too.

Do all of them get put into action? Not all, but many do! We are in this advantageous position as a company because we:

  • Hire individuals who are inventive
  • Have fostered a company culture where we promote new ideas
  • Are willing to think differently and try new things
  • Celebrate team member creativity
  • Have created a framework and meeting structure where employees can share their concepts

I’ve always said, “you never know where your next great idea is going to come from.” I find that the best ideas come from the individuals who are the most customer-facing.

Who do you think invented Starbucks’ multi-billion dollar Frappuccino? You guessed it…frontline employees.

Customer Service Skill #4: Collect Customer Intelligence

Customer Experience Skills #6

Within my business, customer intelligence is the subtle details that your customers share with you or that you’re able to learn when serving them.

These details can be leveraged to create a never-before-seen customer experience which will increase customer loyalty.

If I was your customer, at one point or another you would learn the following about me:

  • I have a dog named Maggy
  • I’m a Vancouver Canucks fan
  • I love tequila
  • I’m a boxer and play ice hockey
  • I own restaurants, bars and venues in Toronto
  • My favourite two foods are pizza and burgers
  • My mother is the sweetest angel in the world and her name is Rosa

All of this information needs to habitually be captured for every customer within your CRM to be used to create a personalized experience at any time during their lifecycle with your company. Before you can start training your employees on gathering this information you must first create the repository within your CRM.

In theory, this makes sense, right? However, most companies struggle in doing this well because they don’t reinforce it with their team members on a weekly basis.

How to train them to use this information is in customer service skill #5…

Customer Service Skill #5: Listen and Take Action!

Customer Service Skill #7

For decades we’ve been telling our employees:

“Listen to your customers…”

We don’t tell our employees to listen because listening is a cheap skill set. Instead, we tell them to:

“Listen and take action on what you’ve learned!”

In step 4, I mentioned many things that I’d likely share with your team members. How are you going to leverage this information? Will your employee simply say, ‘I’m a Vancouver Canucks fan too!” Or, will they record that information and share it with a manager to create what I call a micro customer experience.

A micro customer experience, or MCE, is a subtle, memorable and affordable gesture that you do for your customers that resonates with them for years.

I’d be blown away if I was your customer, purchased a service or product and received a Vancouver Canucks hockey puck with my purchase accompanied by a hand written card that said:

“Michel, thank you for trusting us to be your service provider. It means the world to us! We thought of you…Go, Canucks, Go!”

You would have created such a strong bond with me that would heavily influence my customer loyalty. Listening and taking action on what your employees have learned is a non-negotiable when creating a micro customer experience program for your company. It must happen!

Related: Customer Experience Strategies: 5 Tips for Profit and Growth

Within my company, each venue has a micro customer experience program that’s only $250/month. Everyone can afford to do this! However, it first starts with training your employees with the highest customer service skills possible.

Did you notice that many of the customer service skills I outlined were cost-friendly? I don’t like spending a lot of money to find solutions unless the value greatly exceeds the cost. I’d going to assume you’d like to achieve the same.

I do believe that technology will replace some human interaction but I don’t believe the human element of great customer service skills will be replaced.

Question: what customer service skill do you believe you can implement within the next 90 days? Connect with me on LinkedIn and let me know what your biggest take away from this article was by leaving a comment below!  I’ll respond with some commentary too.

If you’re interested in me helping your company with customer experience, employee engagement and/or company culture strategies, click this link and fill out the contact form so I can share some keynote presentation and private workshop information with you.

People-First Culture™: Why Some Teams Win Together and Others Don’t.

People-First Culture™: Build a business your employees and customers will admire.

Customer experience, employee engagement, company culture and leadership are all extremely important factors in building an admired company/brand. The People-First Culture™ is a combination of all of these factors to assist businesses on the going down the path of becoming that admired brand in the eyes of both their employees and their customers.

It is extremely important to make your employees just as happy as your customers. I’m in the business of making my employees cry…. good tears of course! You need to show them that you care, and once you show  your employees that you care, that you respect them and that you appreciate them, they will deliver an experience to your customers that they have never seen before!

This video was shot in one take without a script. It’s just a real talk. It’s everything I believe captured in a short(ish) message.
I highlight the following in the video:
  • My People-First Culture and 3P Strategy concept.
  • I share stories from companies and leaders you may not have heard of like The Beautiful People Company (nearly half their workforce is disabled), Howard Behar (a legendary leader) and Warby Parker (a million to a billion in a few short years).
  • A diagram to share with your company and team.
If you watch the video and like the message, please consider sharing it on social media and TAG someone you think needs to hear the message.

Breakfast-N-Jam Sessions

 

When you have a handful of employees it’s easy to remember people’s names and have a one-to-one relationship with your team, but as you get bigger, as your company starts to scale, in our case, me and my business partners have over 100 employees.

 

Having that one-to-one relationship becomes more difficult, unless you put forth the effort.

 

So, I’m introducing something that I call “Breakfast-N-Jam” sessions every Monday morning at 9am, I invite one team member to have breakfast with me, and I’m not trying to use this time to motivate them as an employee, I’m trying to get to know them as an individual.

 

Another outcome of the breakfast is I want them to share their goals with me, whether that’s with the company or without the company, if you’re going to be a great leader, you need to take your employees motivation, understand their goals, and it’s your responsibility to help them accomplish those goals with or without the company.

 

That is why I’m hosting “Breakfast-N-Jam” sessions on a weekly basis.

Interview Process: 7 Tips to Build a High Performing Team (2018)

 

Michel Falcon:

Hey everyone, I’m Michel Falcon, and in this video, I’m going to share the seven tips that I use to build better interview processes, to build high performing teams, increase employee engagement, and build a more profitable company.

Do you feel your interview process lacks structure? Have you been asking the same interview questions for years? And do you feel like you need to be properly trained on actually how to host these interviews? If you answered yes to any of these questions, then this video is for you, because I’m going to teach you the type of process that I use in my businesses to build a high performing team and a profitable business.

When I started my career, I did not know how to interview at all. I asked the typical questions like, “What are your strengths and weaknesses?” And, “Where do you see yourself in five years?” I now know better. To build a high performing team, you must build a very regiment interview process so that you make great hires each and every time.

The seven step process has taken me years to refine, so I know it works. The steps are: a phone interview, predictive index, culture interview, skill set interview, assignment, decision, and offer.

The first step of the interview process is the phone interview, also known as the phone screen. I ask about five questions on this interview. But the main thing I’m listening for, is how does a candidate answer their phone? And what does their voice mail sound like?

If they can’t answer their own phone in a professional manner, or have a professional sounding voice mail, that gets my guard up. Because what is the likelihood that they are going to represent your brand well, if they can’t even represent themselves well as individuals. I’m also listening for how enthusiastic they sound to hear from you. The phone interview’s in place to filter candidates from the very beginning. Properly interviewing does take time and energy. But if you have a proper phone interview in place, that’s going to filter bad candidates out from the very beginning, and save you time.

The second step into my interview process is giving the candidates a predictive index assessment, also known as PI. PI is something that I swear by. It only takes the candidate about 10 minutes to complete, and it’s going to tell you what makes them tick, and what ticks them off in the workplace, and what really motivates them, and how you’re going to have to manage them. Don’t just take it from me, my friend Dev Basu is somebody that I put on Predictive Index as well, too, and he absolutely swears by it.

 

Dev Basu:

Hey, it’s Dev Basu from Powered By Search, and I wanted to say a few words about Predictive Index. It’s a tool that we’ve been using at our agency for the last six months or so. And man have things changed since using it. I’m not one of those people that loves guessing when going into a hire, and having somebody critical join my team. And since employing Predictive Index, frankly three things have changed.

Number one, how we recruit people, because now we have an idea of what their drives, needs, and behaviors are when they come into the organization. Number two, how our existing people like to work with each other. And so, are they more extroverted, or are they a bit less? Are they more patient, or less patient? And so on. Then finally, our clients. We’ve actually been sharing PI with them to understand a bit more about what’s the best way to work with this person, and give them exactly what they need. And I hope that that is something that every organization has access to. We use it very often in terms of Predictive Index. And I think that is one of the best investments that we’ve made in 2017 for us. We continue, and will be continuing to use it for the foreseeable future.

 

Michel Falcon:

I use it. Dev uses it. And I highly recommend you should explore the opportunity of using PI within your business, to build a high performing team. If you have any questions on PI, there’s a link below that you can visit to explore for yourself.

The third step of my interview process is the most important. I repeat: it’s the most important step of my seven step interview process. And that’s the culture interview. That is where you ask questions to understand is this individual going to fit within our company culture. The hardest part about hosting this interview is letting yourself be distracted by accolades that this candidate has earned, or their past success.

Yes, maybe they’re a great bartender, maybe they are fantastic car salesmen, or a real estate agent, or whatever the case is, but you have to understand in the culture interview, if they are going to fit within your company culture. Ask questions to really understand, are they going to fit within our core values, and play nice with other team members on our team. If you don’t believe that they will, and that’s going to be a judgment call on your behalf, then tell them that they cannot continue forward in the interview process.

The type of questions you should be asking during the culture interview are related to your core values. In my business, I have five core values. So, we ask two questions per core value in the culture interview. We do not ask any questions related to skill set, to understand if they can actually perform the job, because that’s not our focus. Our focus in the culture interview is strictly on whether this individual’s going to fit within the company culture, or not.

The hardest part that I see many entrepreneurs and business professionals struggle with in this step, is being enamored with the skill set. You have to ignore how good of a developer this person is, a sales person, or a marketer. Only focus on whether they’re going to fit within your company culture. This is a non negotiable, if you’re going to build a high performing team that aligns behind your company values.

The fourth step of the interview process is the skill set interview, which happens on a different day than the culture interview. During this interview you are asking questions to understand if this person can actually do the job that you’re recruiting for. I like to ask about a dozen questions to make sure that you keep the candidate on their toes, and giving you very solid answers.

The fifth step of the interview process is the assignment. It’s where you give them a small task that could take them anywhere between four and eight hours to complete. If you’re hiring a marketer, have them edit a three page document for grammar and diction. If you’re hiring a sales person, ask them how they would handle these five different sales scenarios. Heres’ a little tip, give it to them Friday afternoon, and ask them to have to delivered to you by Monday at noon. Why? Because you want to understand if these individuals are going to give up their weekend to work for your company.

You’d be surprised how many people will drop out of the interview process, which his very advantageous for you, because you know that if they’re not committed to their own career, what’s the likelihood that they’re going to be committed to their company? We’re almost at the finish line.

Step six, is the decision. If you have, which you should, multiple people in the interview process, get together and debate whether you should make the candidate an offer or not. If you have multiple candidates that you like, that’s an advantageous position to be in, but it can also be quite difficult, because you might have a couple people on Team A, and a couple people on Team B come together and decide who you are going to make an offer to.

Step seven, the finish line is when you make the candidate an offer. Do not simply just email them and say, “Hey, would like to work for our company. Here’s your offer.” Remember that this candidate just went through interview hell. Many different steps and processes and many hours. Make this a moment of celebration for your candidate, and get them really excited to join your company. My recommendation is to get a couple people on the phone, put the candidate on speaker phone, and congratulate them in a group setting. This will get the candidate super jacked up, super enthusiastic to join your company, and start delivering results on day one.

You may be thinking Michel that sounds long and exhausting. When it comes to your interviewing, you’re not trying to be efficient, you’re trying to be diligent. And that’s how you build a high performing team. You can’t rush the interview process. You can’t do things that haven’t worked for you in the past. So, I implore you, to have an open mind. I use this strategy each and every time when I start a new company, when I make any new hires, and it absolutely works.

It’s taken me years to refine, so you know that it works, and it’s not something that I’ve just created overnight. Equally as important, this interview process is difficult. To find high performers, to join your team, and contribute to the success of your company, you need to make it difficult to work for your company. Go out and refine your interview process to make it something like joining a private country club. Not everybody can get in, but when you’re in, you’re in.

There you have it, that’s my seven step interview process. It works for me, and I guarantee it will work for you too. If you have any questions, if you want more education, go to MichelFalcon.com, there’s a whole lot of videos for you, so that you can build a high performing team to grow your company. If you learned something by watching this video, stop what you’re doing, go over to YouTube, and click the subscribe button, so that you can automatically be made aware when I release my next video. In the comments section, let me know what step you think is going to provide you the most value to build a high performing team.

And if you want more education, head over to MichelFalcon.com. I have a lot of videos over there to help you build a stronger company by using company culture, customer experience, and employee engagement.

Thank you so much. See you next time.