Insights

Hiring in today’s job market is more challenging than ever. Business owners are feeling the pressure to find candidates who not only have the skills to do the job but also care about the customer experience. If you’ve been frustrated by hiring employees who seem great in interviews but don’t deliver once on the job, you’re not alone. The workforce has changed, and many business owners are noticing a shift in work ethic post-COVID. But there’s still hope. You can attract the right candidates who genuinely care about making an impact by leveraging your unique customer experience as a hiring tool. Here’s how to craft job postings that attract employees aligned with your vision. 1. Focus on Impact, Not Just Tasks Most job descriptions are filled with lists of tasks and qualifications. But if you want to hire employees who care about more than just completing tasks, you need to focus on the impact they’ll have on your customer experience. Think about it this way: Instead of just saying, “Handle customer inquiries,” shift the focus to what that role contributes to your business. For example, “As part of our team, you’ll play a critical role in creating memorable experiences for our customers by ensuring every inquiry is handled with empathy and professionalism.” Why this works: People want to feel like they are part of something bigger than themselves. When you emphasize how their work impacts the overall customer experience, you attract candidates who are motivated by making a difference. 2. Steer Clear of Trendy Job Titles Writing fun, trendy job titles like “Customer Service Rockstar” or “Project Management Ninja” might be tempting, but these terms can sometimes backfire. While they sound playful, they don’t always communicate the seriousness of the role or the impact you expect employees to make. More importantly, these terms can attract the wrong candidates. If you do use this type of language, make sure to define what it actually means for your business. For example, if you’re using “Customer Service Rockstar,” you need to clarify that this means someone who excels at creating positive customer interactions and is committed to going above and beyond for each client. Why this matters: You want to attract candidates who understand the importance of the job and how it ties into your customer experience vision, not just those looking for a fun, trendy workplace. 3. Emphasize Your Values and Company Culture One of the biggest mistakes companies make when hiring is failing to communicate their unique values and culture. If your business prides itself on providing excellent customer service, your job posting should reflect that. Example: “We believe in going above and beyond for our customers. As a part of our team, you’ll contribute to delivering exceptional service, ensuring every interaction leaves a lasting, positive impression.” Why this is essential: In today’s market, employees aren’t just looking for a paycheck—they’re looking for structure, purpose, and the opportunity to make an impact. By emphasizing your company values and how employees contribute to your customer experience, you’ll attract candidates who want to be part of a well-respected team that shares their commitment to excellence. 4. Clarify the Role’s Contribution to Your Business’s Success When writing a job posting, it’s essential to communicate how the role contributes to the overall success of your business. Employees who understand their part in the bigger picture are likelier to take ownership of their role and deliver outstanding results. Ask yourself: How does this role fit into your business’s long-term strategy? How does it support the customer experience you’ve worked so hard to create? By answering these questions, you’ll craft a job description that resonates with candidates who are driven by more than just a paycheck. 5. Balance Qualities with Skills and Be Transparent About Challenges While it’s important to highlight the values and impact of the role, don’t forget to include the specific qualities and skills someone needs to succeed in the position. At the same time, be transparent about any challenges the role may involve, rather than glossing over them or using vague language. Think about it this way: For example, instead of saying: “We’re looking for a go-getter who’s willing to go above and beyond for our clients” —which might come off as a red flag to some solid candidates—you could say: “We’re looking for a candidate who prioritizes the customer experience, which may require working some nights and weekends.” Why this matters: Being upfront about the challenges helps you attract candidates who are truly ready to handle the demands of the role. Transparency builds trust with potential employees and ensures you’re bringing in people who understand what’s expected from the start. Attract Employees Who Care About Making an Impact Hiring employees who care about delivering exceptional customer experiences starts with how you position your roles. By focusing on the impact they’ll have, steering clear of confusing job titles, and emphasizing your company’s values and culture, you’ll attract candidates who align with your customer experience vision. Remember, the goal isn’t to fill a role—it’s to build a team that supports your business and delivers the customer experience you’ve worked so hard to create. Creating a culture of accountability in your business goes beyond one job posting, however. Need help defining the uniqueness of your customer experience and the culture you’re looking to create? Let’s schedule a consultation to talk about how you can attract and retain the right employees who are as passionate about your customers as you are.

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