You can get a good idea of how someone will perform by asking very specific questions. You want to know how they’ll handle different situations that come up.
For example, if you’re hiring for an Office Manager position, here are some questions to ask:
- A customer is complaining about their service to the person at the Front Desk. What do you do? Do you let this staff member deal with it or do you walk over and try to sort it out yourself?
- One of your juniors is telling you that the owner is being unfair about salaries and schedules. How do you handle this? Do you inform the owner?
- Your paycheck comes and you were overpaid by two hours. Do you simply put in for two hours less on the next paycheck, or do you let payroll know of the error? Do you inform the owner?
If you’re hiring someone to do collections for you, consider asking these questions:
- How often would you contact the customer (or insurance company) when collecting on a bill of, say, $100?
- If the bill were greater, would you change how frequently you call?
- If the customer gets angry, what’s your strategy to get things simmered down?
- How can you tell if the customer has little to no intention of ever paying the bill? How would you handle this?
Describe as many situations as you can with your prospective employees and then ask how would they handle each one. This will give you a clue to future performance.
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