Tag Archives: Hire

How Do You Build Consistency and Reliability as You Scale Up? Three Keys

Interview with Greg Hartwell, CEO and Managing Director, Homecare California, Inc.

Situation: Fast growing companies find it difficult to manage consistency and reliability of service as they scale to their next level of growth. They need to systematize what works and leverage technology to enjoy the benefits of scale. How do you build consistency and reliability as you scale up?

Advice from Greg Hartwell:

  • Invest time and effort to build an experienced management team. As a small company building a new service delivery model, it is helpful for the founders to know all roles so that you have a sense of what’s needed for each role.
    • Be open to hiring people from other industries. This brings a fresh perspective and broadens the pool of talent. There’s value in industry experience, but attitude and cultural fit are key.
    • The split between tactical and strategic skills is 80 / 20. Basic skills are necessary, but specialized knowledge can be learned.
  • Institutionalize how you recruit, screen, hire, train and retain. How do you do it like Disney – attracting and hiring the best of the best?
    • Know your market and the personality of those who will excel. This greatly simplifies the screening process.
    • Work hard on training. Our customer-focus starts with our employees. We complement natural talent with training that focuses on soft skills, and on consistency and reliability of service.
    • Find great advisors who can help build a training and retention system that works for you.
    • Minimize turnover by compensating people well, and treating them even better. Build a culture of recognition and shared experience that emphasizes the importance of the team and its members.
  • Embrace technology which enhances your ability to scale.
    • Don’t wait for something bad to happen and then rush to fix it. Anticipate and prevent mishaps.
    • Leverage communication technologies to tighten the bond between client and provider agency. Provide added services that are valuable and affordable.
    • Hand-held device technology is developing rapidly. Leverage this to increase consistency and reliability of service, enhance case reporting, reduce human error, reduce the ratio of supervisors to caregivers, and increase productivity. Be at the head of your industry class!

You can contact Greg Hartwell at greg@homecarecal.com, www.homecare-california.com

Key Words: Fast, Growth, Consistency, Reliability, System, Technology, Benefit, Management, Requirement, Talent, Recruit, Hire, Train

Do You Hire for Character or Skills? Four Thoughts

Situation: A small company has a candidate who seems a great fit for their culture and comes with excellent references. However, this candidate has little experience in their industry. They are struggling to assess which is more important – the quality and character of the person or their experience and skill set? What is your opinion – do you hire for character or skills?

Advice from the CEOs:

  • Overall, personality, character and values consistent with the firm’s values outweigh skills. However, if the individual needs significant training to attain the skills required for their new role, you must assess the ability of your firm to provide that training. Either that or bring them in at a lower level and let them grow into their eventual role.
  • If the candidate will fill a business development role, put them across the table from you and others, one-on-one, in a sales role play. Can they sell you on hiring them for the position? If the candidate will have to develop their own leads, make selling you on their ability to do this part of the role-play exercise.
  • Open up the search to other possible candidates, and assess the current candidate vs. others who may want the position. See if this individual rises to the top in a competition for the position.
  • Large company experience may not be relevant to the needs of a small firm. Better to find an individual with experience in a firm more similar to your size than with only big company experience.

Key Words: Hire, Candidate, Character, Culture, Skills, Experience, Training, Business Development, Compete, Large, Small