Ask the right interview questions

For years, Nordstrom would welcome a new employee by issuing each a handbook. On one side it would welcome them to the company. On the other it would have only one goal, "Use good judgement in all situations."

As Steve Jobs often said, "Simplicity is the ultimate sophistication." In this case, Nordstrom really captured their expectation and company culture in one sentence.

When you are hiring new staff, do you communicate what your expectations are for the role and immediate objectives so they know what/how/when to achieve it? Are you clear as to what success would look like in their first 90-days of their "probationary" period? Don't forget, this period of probation is also for your new employee to determine if you are right for them. Unfortunately, you are far more patient and tolerant than they are, as you don't want to spend time and money again for the hiring process. Compared to your new employee who is determining fit in the first few days since seeking new employment is less troublesome and costly for them.

To start, ask the right interview questions that would help you find the right soft skills necessary for success in their role. For example, situation-based questions are useful for the candidate and effective for you to determine how they'd respond to certain circumstances. If you're looking for a server with a servitude mentality, present situations like; "your customer is leaving after a lovely meal to discover they left their umbrella at home and it is now pouring out, what would you do in this circumstance?" or "in the middle of dinner rush you discover that your customer who just departed has left behind her purse, what would you do?" or "your customer breaks her heel during a bathroom visit and is all dressed to go out afterwards, what would you do?"

In addition, find out what they are like in their personal life as it gives a good indication to who they are as people. That is, "if you were to host friends at your house, tell me exactly how you'd provide hospitality starting at the front door, go..." If their response indicates they never entertain at home, how would you expect them to behave/preform at your restaurant?

Remember, you can teach hard skills but never soft skills.