Here we go. But we need to be careful not to give away do many nuggets to our competitors. A-1 Courier has had great success with the drivers and office staff we’ve hired over the years.
With regard to the office staff, we’re very careful and only hire people that have that unique way about them that is 100% nice. You can usually tell when people have an edge to them. When interviewing and asking questions, sometimes probing questions, it gets pretty easy to see if they’re the type whose feathers can be rippled. The key is to ask specific questions.
Two of those questions we like to ask are, “Who was your favorite supervisor in the past,” and “who was your least favorite supervisor,” and why? (That might be more than two questions…)
When people answer, for example, that their worst supervisor doesn’t really exist because they’ve liked everyone they’ve worked under, well, that can be good…or it can be evasive. That’s why the interview process is one to be done carefully. We have some books in our library that help with that process.
Another item we’re very careful about is only hiring order takers that can prove to type 50 words per minute. This way, when you call us, or not you, but your staff member, that speaks very fast…we’ll be fine. One thing to admit is that our system goes in a certain order, but when you have the ability to type 50 plus words per minute, we have the flexibility to go in the order you want, and since you’ve called us when you can call anyone, we need to provide the best courier service in Los Angeles.
Our order takers have guidelines that we think are great suggestions if you might be interested. If you’re a competitor and you’re reading this, it’s a trick. You should not follow our suggestions. Humor aside, we’re in the service business, so we need to constantly be aware that we’re selling ourselves to you. We’re selling our competence and personality, if, as they say these days, “we’re being honest.”
When you call A-1 Courier we must outperform other messenger services in Los Angeles and Orange County. And it’s fun for us to take on that challenge. Now, if we were selling a product, and the product was the best on the market, we’d not worry too much about what you might think of how we answer the phone for example, but we don’t have that kind of leeway. And who does, anyway. Because, if you’re selling the best widgets ever invented, they’ll only be the best till the next genius comes along.
Getting back human resources, A-1 Courier, our drivers are personally hired and trained by our founder, and this seems to work best. This way, there’s a rapport and trust with the top person at a company. Of course, this is only practical in a small business, and maybe not even then, because, did you know that a small business is actually defined by having 500 or fewer employees? That’s getting off subject, but perhaps the definition of a smaller business needs to be called something else.
At any rate, if you want to avoid any problems with employees we highly recommend getting books on the subject and becoming well versed in the challenges or using an outside service to help. Best of luck.