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A Pre-Employment Horror Story

Yesterday I spoke about the importance of pre-employment screenings.  Not to scare anyone or to have you think you are hiring the next “postal” worker but it should be taken seriously.  As an owner one must take precautions to ensure the safety of not only the stakeholders within the organization but also to anyone who comes in contact with that organization, vendors, customers, etc.

Case in point, what if your business suddenly picks up and you need to hire several new customer service reps to handle the  new volume of business.  You place an ad, receive a multitude of resumes and start the interviewing process.  You find the perfect person, they are well groomed, well-spoken, and have the perfect background experience . . . just what you are looking for.  In fact, you’ve fallen in love with them and hire them on the spot.  Good move?  No!!!!

In most cases it doesn’t take more that 24 hours to perform a thorough background check on that person.  You then have peace of mind knowing you’ve done your due-diligence and you have protected your business and all concerned.

You ask, “What about the Horror Story”?  OK, here goes:

This happened to John (names have changed to protect the “not so innocent”).  He needed to hire a customer service rep because business had consistently picked up and because of the overtime it was costing him.  He found the perfect guy (Steve) and hired him on the spot.  A week later he got a call from one of his customers stating that Steve “flew off the handle” when John called about an error on a recent order.  The customer knew that John stressed the importance of superior customer service and wanted John to be aware of the unusual behavior.

John called me to ask how he should handle the situation.  We asked about background screening and John said he didn’t have time.  We then conducted a “post hire” screening to discover that Steve had several counts of domestic violence charges all stemming from a “short temper”.

We discussed the results with John and he was not willing to give Steve a second chance based on the results of the report and his behavior with one of John’s customers.  Because Steve was within his 90 day introductory period, we advised John to terminate Steve immediately as he was within his introductory period and to state that Steve just wasn’t the right fit for the position.

John was fortunate because his customer cared enough to report Steve.  What would have happened to John’s business if the customer did not report Steve?  Take the time to check the backgrounds of those you hire, it will save you in the long run.

Don’t have time to do it yourself? Use a third-party vendor.  We’d be happy to assist you.

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