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A simple guide to hiring great chauffeurs
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P R E S E N T E D B Y : J E N N I F E R B R U G L I E R A
HIRING WITH YOUR HEAD!
ARE YOU STRUGGLING TO HIRE GREAT CHAUFFEURS?
• By the end of Q1 most transportation companies
are actively hiring and training new chauffeurs.
• Who makes a great chauffeur? What makes them
great?
• How do you attract them?
• What kind of questions should you really ask during
the interview?
• How do you keep them?
• How do you manage them?
WHY NEW HIRES FAIL
1) Coachability: 26%
2) Emotional Intelligence: 23%
3) Motivation: 17%
4) Temperament: 15%
5) Technical Competence: 11%
HIRING FOR ATTITUDE **Mark Murphy
(Hiring for Attitude)
CHAUFFEURS ARE THE BACKBONE
• Your organization is only as strong
as the weakest link
• Best chauffeurs = number 1 asset
• High performance under pressure
is what the new economy is all
about
• Need to be intelligently staffed
YOUR COMPANIES “BROWN SHORTS” (SOUTHWEST AIRLINES): COMPANY
CULTURE
• Brown Shorts are the
specific attitudes that make
your organization different
from everybody else.
• What are your companies’
“Brown Shorts”?
3:3:3 EXERCISE
• 3 Best Employees
List first name and 3 skills that
made them the best
• 3 Worst Employees
List first name and 3 traits
that made them the worst
• In the past 3 years
CREATING AN ATTRACTIVE JOB POSTING
• Define the “job”
• Create a guide
• Make it fun and upbeat
• Post it on sites geared towards
“hourly” employees
• Let your top chauffeurs know
you are hiring and ask for
referrals
JOB POSTING EXERCISE
• Create a Chauffeur job posting using the “job” as a
guide with the goal of hiring more top performers.
(3:3:3 exercise) Remember to showcase your
companies “culture”. Would you want to work
here?
THE INTERVIEW
• Phone Interviews
• Keep the candidate talking
• “Fit” for culture
• Questions geared towards situations
that arise in your actual business
• Don’t be boring
EXAMPLES OF QUESTIONS TO ASK
• What would you do if a client arrived at the airport with
12 pieces of luggage and you were driving a sedan?
• What would you do if a dispatcher called you at the
end of your shift and asked you to do one more run?
• How would you handle a client who gets into the
vehicle angry because you are late, yet you were just
given the trip information and not previously assigned
to this client?
EXAMPLES OF QUESTIONS TO ASK
• What would you do if you feel a dispatcher is “playing favorites” and you are not being assigned what you think is an appropriate amount of work?
• What would you do if you overheard another chauffeur speaking badly about the company to a chauffeur from a competing company?
• What would you do if a client asks you to “step on it” and disregard posted speed limits?
EXAMPLES OF QUESTIONS TO ASK
• What would you do if 12 passengers try to stuff
themselves into an 8 passenger vehicle?
• What would you do to ensure a female passenger
traveling alone is safe at her final destination?
• What would you do if someone offered you cash in
between scheduled trips to “just drop me off a few
blocks away”.
EXAMPLES OF QUESTIONS TO ASK
• What would you do if underage passengers start engaging in sexual behavior?
• What would you do if passengers start engaging in illegal activities?
• What responsibilities do you think are involved in transporting passengers for hire?
EXAMPLES OF QUESTIONS TO ASK
• What do you think is
“professional behavior” in the
field?
• What would you do if a client
requested you to join them at
dinner/event?
• How much conversation
should you engage in with a
client?
• How many languages do you
speak?
WHERE WE CAN GO WRONG
• Has the “interviewer” ever been a
Chauffeur or gone through
Chauffeur training?
• Has the “interviewer” been properly
trained to interview effectively?
• Place emphasis on candidate’s
ability and motivation to do the
actual job
WHERE WE CAN GO WRONG
• Don’t make a hiring decision in the
1st 30 minutes of the interview.
• Make a “NO” vote based on
factual info not gut reaction
• Base your decision on the
applicants ability to do the JOB
RETENTION
• Don’t OVER promise
• Be honest about the pay and work volume
• What training is in place once hired?
• What are the benefits of working for your company?
• Is there performance based recognition?
WHAT DO YOU DO WHEN THINGS GO WRONG?
• Roundtable Discussion:
• Accountability
• Gossip
• Confidentiality breach
• Being a team player
• Written Warnings
• Spot Inspections
• Jealousy