Stay Late to Close The Sale

Summary

• If a customer walks in one minute before closing time, I stay an extra 30 minutes to help them.
• We accept money even if it's just before we close.
• I look for people who read my job descriptions and think they wouldn't want to work here. It's important to repel the wrong people and attract the right ones.
• I constantly think about how we can repel the wrong people and attract the right ones.
• In interviews, I streamline questions at every step to filter out the right candidates. This might sound extreme but it's essential to get the right team.
• We stick to our streamlined interview process and never deviate from it to ensure we attract the right people.

Video

How To Take Action

I would suggest implementing a customer-first approach. If someone comes in just before closing, take the extra time to help them. It shows you value their business and can lead to customer loyalty. This doesn’t cost much but offers high returns in customer satisfaction.

A good way of handling hiring is to be very clear in your job descriptions. Describe not just what the job is, but also the kind of work culture and expectations you have. This helps attract people who align with your values and repel those who don't, saving you time in the long run.

Make sure you always follow a structured interview process. Create a list of questions that get to the heart of whether a candidate is right for your team. Stick to this list. Consistency here ensures you're filtering out people who aren’t a fit and finding those who are.

Keep thinking about ways to attract the right customers and employees while repelling the wrong ones. Constantly refine your processes and messaging to better align with your goals. This ongoing assessment and adjustment can be low-cost and extremely valuable.

By focusing on these strategies, you can build a strong, aligned team and loyal customer base without spending a lot of money or time.

Full Transcript

okay a customer walks in at 4:59 and you close at 5:00 what do you do I'm going to tell them to come back tomorrow no that we take people money like we accept money when we're open and so you will stay 30 extra minutes that's the kind of person we're looking for because I want somebody who is soft to read my job description be like I would never want to work there because I it's that important to repel these people I don't want how are we constantly thinking that we're repelling the people we don't want and attracting the people we do what are all the questions like streamlining all the questions we're asking in every step of the interview so that we know this question will catch people like it sounds ridiculous but I'm serious like this is how we will get the right people is we just streamline that process and we just do not derail from it