52 THE DISTRIBUTOR’S LINK Magi Graziano Magi Graziano, as seen on NBC, is the CEO of Conscious Hiring® and Development, a speaker, employee recruitment and engagement expert and author of The Wealth of Talent. Through her expansive knowledge and captivating presentations, Magi provides her customers with actionable, practical ideas to maximize their effectiveness and ability to create high-performing teams. With more than 20 years’ experience as a top producer in the Recruitment and Search industry, she empowers and enables leaders to bring transformational thinking to the day-to-day operation. For more information on Magi please visit www.KeenAlignment.com. FOUR INSIDIOUS IMPACTS OF A MIS-HIRE The world’s innovators are calling for reinvention and transformation of HR departments. Given that the majority of hiring responsibilities fall within HR and it is— in most cases—the entry into companies, reinventing HR must start with transforming the way leaders think about and behave about hiring. Many innovative leaders and early adopters are already operating highly effective, conscious hiring programs out of pure necessity. While some may advocate for the complete destruction of human resources departments, the proper solution is the complete destruction of old, outdated, unconscious and ineffective hiring techniques. Frankly, while people and business have remained virtually unchanged, human beings’ perspectives, outlook, attitudes about work and their ability to manifest what they want—when they want— has spurred a fundamental shift in the way people operate in and around business and work today. With a plethora of newly created job options coupled with a major changing of the guard in the workforce, smart companies must equip themselves to navigate through these new employee/workplace paradigms. CEOs, business leaders and managers are acutely CONTRIBUTOR ARTICLE aware of the fiscal costs of a mis-hire, but there are some invisible—and potentially insidious—costs that can wreak havoc on your organization. Although it might not be top of mind, when you hire a person who does not fit with your organizational culture and/or operating philosophy the impacts are pervasive throughout your organization. By continuing to operate with outmoded hiring practices, you become susceptible to four specific hidden consequences of a mis-hire. [1] Fragmented Customer Service Ensuring your team understands your product and service set and why customers use them is where excellent service begins. You can—and ought to—bridge the knowledge gap for new hires with comprehensive product and service training, however, you cannot train your workers to care about the customer. Behavioral and performance research shows that great service is delivered through a fundamental set of values, attitudes and beliefs that are in alignment with a service philosophy. When people are in a role in customer service for the wrong reasons, no training in the world will compensate for their lack of connection to the work itself. CONTINUED ON PAGE 170
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