RECRUITINGRECRUITING&&

RETENTIONRETENTION

INTRODUCTIONINTRODUCTIONYour NameYour Name

Where are you fromWhere are you fromMy First Day at ( )My First Day at ( )

THE PROMISETHE PROMISE

WE PROMISE YOUR TOTAL WE PROMISE YOUR TOTAL SATISFACTIONSATISFACTION

By By ALWAYSALWAYS providing the providing the HIGHESTHIGHEST level of service, a level of service, a LARGELARGE selection of selection of

name brand products and the name brand products and the guaranteed guaranteed LOWEST LOWEST price.price.

THE MISSION STATEMENTTHE MISSION STATEMENTWE WILL GROW INTO THE PREMIER,

MARKET-DOMINANT COMPANY IN OUR INDUSTRY, RECOGNIZED BY OUR CUSTOMERS AND PEERS, AS THE

STANDARD BEARER OF INTEGRITY, HONESTY AND FAIRNESS BY...

HOW?

Establishing superior operating standards.Executing in detail our proven systems, promise and programs.Ensuring we meet our responsibilities to shareholders, customers and associates.

Exploring new opportunities.Embracing each community by giving back to its citizens.

PASSIONPASSION

ower to determine your own success.

ttitude + effort = results.

hare the knowledge.

pread the enthusiasm.

ntensity to do whatever it takes to win.

wnership in your goals.

ever be satisfied with less than your best.

What Is The REAL Cost of Turnover?These numbers are taken from a comprehensive report put together by

Jim Roberts that includes many expense categories such as% of salary, training, hiring costs, training, state unemployment, legal, etc.

2007 Total 6,384 = $71,599,870

CAM 396 x $14,480 = $ 5,730,080

SM 663 x $18,413 = $12,207,819

CSR 1220 x $13,551 = $16,532,220

MT 1281 x $ 9,655 = $12,368,055

PT 2528 x $ 3,487 = $ 8,815,136

GM 296 x $53,860 = $15,942,560

MAKE RECRUITING & SELECTION A PRIORITYMAKE RECRUITING & SELECTION A PRIORITY

Hunt for talented individuals all the time, not just when Hunt for talented individuals all the time, not just when you have vacant positions. Utilize CIA cards and you have vacant positions. Utilize CIA cards and Associate Referrals.Associate Referrals.

Review, screen and set up interviews as soon as possibleReview, screen and set up interviews as soon as possible

Sell the candidates on the position and company. Use Sell the candidates on the position and company. Use your EVP (Employee Value Plan) to sell.your EVP (Employee Value Plan) to sell.

Look for past pattern of success by using Look for past pattern of success by using Behavioral Behavioral Interview Questions. Interview Questions. Gain multiple viewpoints (using your Gain multiple viewpoints (using your best interviewers, not who is available).best interviewers, not who is available).

Utilize Utilize PRE-EMPLOYMENT Background checks, MVR, PRE-EMPLOYMENT Background checks, MVR, Drug screening, Reference check, Reid etc.Drug screening, Reference check, Reid etc.

TIME MANAGEMENT FOR RECRUITING TIME MANAGEMENT FOR RECRUITING AND RETENTIONAND RETENTION

KEEP ORGANIZEDKEEP ORGANIZED Plan your week and make time for scheduling Plan your week and make time for scheduling

Interviews:Interviews:• Make yourself accessible for interviewingMake yourself accessible for interviewing• Follow up with all candidates and interviewsFollow up with all candidates and interviews• Spend quality time with new hires (use E-Learning)Spend quality time with new hires (use E-Learning)• Confirm and follow up on offer and acceptanceConfirm and follow up on offer and acceptance

We are now in a job market that demands us to sell We are now in a job market that demands us to sell Aaron’s more than ever. The job market is tighter and Aaron’s more than ever. The job market is tighter and the competition tougher, so we need to stay one step the competition tougher, so we need to stay one step ahead.ahead.

Remember that we need to make the best “first Remember that we need to make the best “first impression” when calling applicants on the phone. impression” when calling applicants on the phone. This is your opportunity to sell your company, and get This is your opportunity to sell your company, and get them in the door.them in the door.

TIPS ON SETTING UP QUALIFIED INTERVIEWSTIPS ON SETTING UP QUALIFIED INTERVIEWS

TIPS ON SETTING UP QUALIFIED INTERVIEWSTIPS ON SETTING UP QUALIFIED INTERVIEWS Clearly state who you are, and where you are calling from.

Provide brief selling points of your company.

Use the screening questions, BUT use POSITIVE language.

If the applicant passes the screening questions, tell them briefly about the position.

Never set up an interview more than 2 to 3 days in advance.

Be clear about the interview time, who they are meeting with, what the location is, and give them the phone number of the store.

Email and/or call the applicant to confirm the appointment a day in advance.

Past performance predicts future behavior.

Interview with prepared, structured behavioral questions.

Use contrary evidence to balance the interview.

Allow for uncomfortable silence.

Redirect the candidate if they go off-topic.

The candidate must answer questions with “real life” experiences, stating situation, action, and results.

MORE THAN A GUT FEELING…MORE THAN A GUT FEELING…

HIRE THE “RIGHT” ASSOCIATEHIRE THE “RIGHT” ASSOCIATE

Hiring the Right associate is not only important to Hiring the Right associate is not only important to business, it’s essential. business, it’s essential.

THE WAR FOR TALENTTHE WAR FOR TALENT

Would you rather hire someone with experience or talent?Would you rather hire someone with experience or talent? Employees are the heart and soul of a business; they are Employees are the heart and soul of a business; they are

the mechanism that makes a business run! the mechanism that makes a business run! THE CUSTOMER DOES NOT COME FIRST!THE CUSTOMER DOES NOT COME FIRST! When a business puts its associates first, the associate is When a business puts its associates first, the associate is

happy and in turn, passes that attitude down to the happy and in turn, passes that attitude down to the customer. Take care of your associates! customer. Take care of your associates!

HAPPY ASSOCIATES = HAPPY CUSTOMERS.HAPPY ASSOCIATES = HAPPY CUSTOMERS.

FIRST IMPRESSIONS MATTERFIRST IMPRESSIONS MATTER

New Hires 1New Hires 1stst impression should be a positive one! impression should be a positive one! Make New hires feel welcomeMake New hires feel welcome Introduce new hire to the staff. This helps build a team Introduce new hire to the staff. This helps build a team

atmosphere.atmosphere. Make sure that Regional staff spends time with New Hires Make sure that Regional staff spends time with New Hires

within the first week. Ideally on DAY ONE.within the first week. Ideally on DAY ONE. Assign a mentor to a new associate. Assign a mentor to a new associate. Call New Hires in the first couple days and welcome them Call New Hires in the first couple days and welcome them

to the team.to the team. Hold GMs more accountable for new associate’s training Hold GMs more accountable for new associate’s training

and retention.and retention. Make sure New Hire receives Welcome Letters in the first Make sure New Hire receives Welcome Letters in the first

week, 30 day survey, 60 day follow up letters and “Please week, 30 day survey, 60 day follow up letters and “Please be patient, I’m New “Buttons.be patient, I’m New “Buttons.

WEEK ONE SETS THE TONEWEEK ONE SETS THE TONE

The 1The 1stst week is designed to assimilate a new hire into the week is designed to assimilate a new hire into the culture gradually.culture gradually.

The five day orientation/E-Learning requires full The five day orientation/E-Learning requires full commitment of the Management Team.commitment of the Management Team.

E-Learning is meant to be followed day by day.E-Learning is meant to be followed day by day. Do not throw the new hire “to the wolves” Do not throw the new hire “to the wolves” Training is not meant to be “sink or swim”Training is not meant to be “sink or swim” The first week sets the bar for your new Associate!!!The first week sets the bar for your new Associate!!!

TRAINING AND THE NEW HIRETRAINING AND THE NEW HIRE

General Manager assists with progression of Five Day General Manager assists with progression of Five Day Orientation/E-Learning and ensure it is followed strictly.Orientation/E-Learning and ensure it is followed strictly.

General Manager follows up with new associate on fifth General Manager follows up with new associate on fifth day to wrap up orientation, answer questions and review day to wrap up orientation, answer questions and review their knowledge.their knowledge.

CONTINUING TRAINING AND MENTORINGCONTINUING TRAINING AND MENTORING

Regional Managers, Assistant Regional Regional Managers, Assistant Regional Managers and the Divisional Staff provides a Managers and the Divisional Staff provides a Full Core of Classes that are beneficial to all Full Core of Classes that are beneficial to all associates.associates.

WHY GOOD ASSOCIATES QUITWHY GOOD ASSOCIATES QUIT

Executives were asked: “Which of the following is most Executives were asked: “Which of the following is most likely to cause good employees to quit their jobs?”likely to cause good employees to quit their jobs?”

Unhappiness with

management23%

Lack of recognition

17%

Limited advancement opportunities

39%Inadequate salary and benefits

11%

Bored with job6%

Other/don't know4%

A survey was conducted to find out why associates quit, A survey was conducted to find out why associates quit, and the result : #1 – Lack of Training.and the result : #1 – Lack of Training.

SIX KEYS TO MAXIMIZE SIX KEYS TO MAXIMIZE ASSOCIATE RETENTIONASSOCIATE RETENTION

Build Strong Relationships with Every Associate and Build Strong Relationships with Every Associate and make New Hires feel welcomed to our teammake New Hires feel welcomed to our team

Offer Praise Freely Offer Praise Freely Truly Listen to Associate Feedback Truly Listen to Associate Feedback Have FUN at WorkHave FUN at Work Continually Strengthen Our TeamsContinually Strengthen Our Teams Be committed to Ongoing Training- Semi-pro, Pro!Be committed to Ongoing Training- Semi-pro, Pro!

RECOGNIZE ASSOCIATESRECOGNIZE ASSOCIATES

Why it’s important:Why it’s important:• Lack of recognition leads to diminished motivation Lack of recognition leads to diminished motivation

and low moraleand low morale• Associates who feel unappreciated will seek other Associates who feel unappreciated will seek other

opportunitiesopportunities• In a tighter labor market, associates won’t hesitate to In a tighter labor market, associates won’t hesitate to

quit for a better offerquit for a better offer

RECOGNIZE ASSOCIATESRECOGNIZE ASSOCIATES

Informal and MeaningfulInformal and Meaningful Offer 3 day weekend incentiveOffer 3 day weekend incentive Give out movie ticketsGive out movie tickets Write a thank-you noteWrite a thank-you note Create photo board of outstanding associatesCreate photo board of outstanding associates Highlight top performer in company newsletterHighlight top performer in company newsletter Give framed photograph of associate eventGive framed photograph of associate event Associate of the month parking spaceAssociate of the month parking space

CREATE A POSITIVE WORK ENVIRONMENTCREATE A POSITIVE WORK ENVIRONMENT

Factors with the greatest impact on associates’ level of Factors with the greatest impact on associates’ level of job satisfaction:job satisfaction:

Company performance

5%

Other/don't know3%

Relationship with coworkers

6%

Realtionship with manager

43%

Compensation and/or benefits

19%Workload/

responsibilities24%

CREATE A POSITIVE WORK ENVIRONMENTCREATE A POSITIVE WORK ENVIRONMENT

Make time for funMake time for fun• Hold monthly celebrationsHold monthly celebrations• Take your staff to lunchTake your staff to lunch• Plan group outings, Christmas parties, summer Plan group outings, Christmas parties, summer

picnics.picnics.• Teach something New everyday.Teach something New everyday.• Manage each associate differently, find what Manage each associate differently, find what

motivates them as an individual.motivates them as an individual.

WORK ENVIRONMENT ZAPPERSWORK ENVIRONMENT ZAPPERS

Office Politics/GossipOffice Politics/Gossip Authoritarian approachAuthoritarian approach Lack of communicationLack of communication High stress levelsHigh stress levels BurnoutBurnout Being unapproachableBeing unapproachable If you’re too busy for your associates, you won't see If you’re too busy for your associates, you won't see

what is happening right in front of you.what is happening right in front of you. YOU set the TONE and MOOD of your store!!!YOU set the TONE and MOOD of your store!!!

EVALUATIONS THAT WORKEVALUATIONS THAT WORK****ALL EVALUATION SHOULD BE USED AS TRAINING AND DEVELOPMENT TOOLS ALL EVALUATION SHOULD BE USED AS TRAINING AND DEVELOPMENT TOOLS

AND MUST BE SIGNED BY ASSOCIATES!AND MUST BE SIGNED BY ASSOCIATES!**** Use Evaluations for ALL positions. One position per Use Evaluations for ALL positions. One position per

month, rotate to do all…month, rotate to do all… Have subjective and objective categories on the Have subjective and objective categories on the

evaluation forms to fairly grade associate.evaluation forms to fairly grade associate. Rank associates A, B, C and react to scoresRank associates A, B, C and react to scores Encourage GM and associate to have a two-way dialogue Encourage GM and associate to have a two-way dialogue

and open communication.and open communication. Ask Associates to write down an action plan to improve Ask Associates to write down an action plan to improve

their score for the next reviewtheir score for the next review..

RECOGNIZE, REACT AND RECOGNIZE, REACT AND RESPOND TO “C” PLAYERSRESPOND TO “C” PLAYERS

Who’s Bringing down the Team? As an employer, have Who’s Bringing down the Team? As an employer, have you identified the “C” players that are bringing down the you identified the “C” players that are bringing down the rest of the team? That “C” associate will create a rest of the team? That “C” associate will create a negative atmosphere and run off the “A” and “B” negative atmosphere and run off the “A” and “B” players.players.

RECOGNIZE (IDENTIFY YOUR “C” PLAYERS) USE WRITTEN RECOGNIZE (IDENTIFY YOUR “C” PLAYERS) USE WRITTEN QUARTERLY EVALUATIONS ON EACH POSITION AND ACTION QUARTERLY EVALUATIONS ON EACH POSITION AND ACTION PLANS.PLANS.

REACT (IMMEDIATELY COACH AND MOTIVATE THE “C” REACT (IMMEDIATELY COACH AND MOTIVATE THE “C” ASSOCIATES)ASSOCIATES)

RESPOND OR REMOVE (GIVE THEM OPPORTUNITY TO RESPOND OR REMOVE (GIVE THEM OPPORTUNITY TO RESPOND AND IMPROVE OR REMOVE THEM FROM THE TEAM.)RESPOND AND IMPROVE OR REMOVE THEM FROM THE TEAM.)

YOUR MOST VALUABLE RECRUITING PROSPECT YOUR MOST VALUABLE RECRUITING PROSPECT IS THE ONE ALREADY ON THE PAYROLLIS THE ONE ALREADY ON THE PAYROLL

Many companies go about the hiring practice backwards. All Many companies go about the hiring practice backwards. All the focus and energy is placed on filling holes, rather than on the focus and energy is placed on filling holes, rather than on retention. The 1st step in the recruiting process starts with retention. The 1st step in the recruiting process starts with your ability to retain your best associates.your ability to retain your best associates.

Who's your Derek Jeter?Who's your Derek Jeter? As an employer, what steps have you taken or are you taking As an employer, what steps have you taken or are you taking

to keep your "franchise" players? Associates that, no matter to keep your "franchise" players? Associates that, no matter the obstacle, remain positive and lead by example. Franchise the obstacle, remain positive and lead by example. Franchise players drive sales and always out perform their peers. If you players drive sales and always out perform their peers. If you take care of those associates, your turnover rate will take care of those associates, your turnover rate will decrease, and you will be reducing your recruiting needs on decrease, and you will be reducing your recruiting needs on the front end.the front end.

PEOPLE LEAVE PEOPLE, NOT COMPANIES.PEOPLE LEAVE PEOPLE, NOT COMPANIES.

CIA SCRIPT/How to Direct Recruit from a place CIA SCRIPT/How to Direct Recruit from a place of businessof business

Hi, my name is _______. I just wanted to let you know that Hi, my name is _______. I just wanted to let you know that I have been watching you work and I think you are doing I have been watching you work and I think you are doing a great job. How long have you been at this company? Do a great job. How long have you been at this company? Do you like working here? Well, I’m a recruiter with, a billion you like working here? Well, I’m a recruiter with, a billion dollar company that sells furniture, electronics, dollar company that sells furniture, electronics, appliances, and computers. We currently have a appliances, and computers. We currently have a tremendous amount of growth opportunities available and tremendous amount of growth opportunities available and I would love to sit down and tell you a little more about I would love to sit down and tell you a little more about our company and what we can offer. Here is my card, our company and what we can offer. Here is my card, please give me a call so we can talk further. Do you have please give me a call so we can talk further. Do you have a card or a phone number you can leave me so that I can a card or a phone number you can leave me so that I can follow up with you later. Thank you for your time!follow up with you later. Thank you for your time!

RECRUITINGRECRUITING&&

RETENTIONRETENTION

REVIEWREVIEW

WEAPONS IN THE ARSENAL TO WIN

“THE WAR FOR TALENT” Recruiting Brochures – Ask your Recruiter for them

Counter Top Display – Use as needed to attract applicants

Employee Benefits Brochure –

Monster & Career Builder- Recruiter can post as needed

Job Board Postings – Colleges, Stated employment sites etc.

Tell Your Story – Tell how you got where you are

Employee Value Plan – Use during interview

Job Descriptions – Use during interview

Pre-Screen Forms –Available in Pathway and online

Employment Applications – Process it like an order form

CDS Profile –Every management candidate must complete

REID –Every candidate must complete this

References Checked –At least 2-3 checked before they start

Drug Screen – Competed before they start

Background Check – Completed before they start

MVR Checked – Completed before they start

Five Day Orientation – Now done online/Use mentor as well E-Training – Classes available for all positions *Training videos – on web site!

Training Modules – Reviewed by GM

New Hire Paperwork – Done on first day & sent to compliance

Benefits Enrollment – Completed in first 30 days

Apparel Order Form – Completed on first day

New associate name tag- Should wear for 30 days

Name Tag Order Form –Completed on first day

30 Day Welcome Letter – Sent to all new associates by the Recruiter

60 Day Retention Survey – Recruiter will send

Performance Reviews – Open, candid, set goals & make a success plan

A-B-C Ranking – Taken from reviews, know your A, B & C players

Exit Interviews – Keep asking questions. Why?

Applicant Flow, the Recruiting & Hiring Handbook – Printed and Read

Job Fair Giveaways – pens, cups, magnets…

What Else Is In Your Arsenal To Win “The War For Talent”?

A Final Thought

Stop Monkey-ing around And Win

“The War For Talent!”