Great service doesn’t happen by chance. It happens by design. And that means making a conscious effort to create and sustain a culture of excellence – including hiring practices.
Hiring the right people who will consistently deliver the best possible patient and co-worker experience, means you must have a clear idea of behavioral indicators. Behavior-based interview questions will help you get a feel for the candidate’s personality and MO. You’ll get an idea of how they respond in various situations and whether or not they become angry, upset or even aggressive under various conditions.
Does your organizational value statement include “Respect”? If so, you will want to find out if your candidate maintains respectful behaviors even in difficult situations. Ask them to share a past experience with handling a difficult situation with a patient or customer. Listening and observing will give you good insight into their personality under pressure.
Creating and sustaining a culture of excellence requires having service-minded associates at the helm. Make sure you’re screening for the behaviors you desire.