It’s hard to find good people.
That’s something you hear in this industry. Any industry really. Hiring and then retaining the right employees is clearly important to a company’s success, but it’s not something that simply happens without putting in any effort. Good people don’t grow on trees, right?
But while not necessarily easy, how to find good employees also isn’t some elusive secret. Mr. Rooter of Binghamton, New York, featured in this month’s issue, provides a solid blueprint.
Tom Markham, co-owner alongside brother Jamie, says he believes the business currently has one of the strongest teams it’s ever assembled. And Mr. Rooter of Binghamton has been around for a while, being one of the Mr. Rooter family’s longest-running franchisees and already seeing a lot of success previously under the leadership of the brothers’ father, Earl, once named a Mr. Rooter Franchise of the Year.
When the Markhams bring in candidates, they’re asking something beyond just, “How many years have you been in plumbing and drain cleaning?” And, in many ways, what they’re asking instead is more important: “Who are you?”
Tom says the he focuses on character above all else — how someone carries themselves, whether they show up on time, whether they have a positive attitude and treat others well. Plumbing and drain cleaning experience is a plus, and not a prerequisite. If someone fits the culture, he’ll teach them the trade.
It’s easy to default to hiring for skill. After all, skill is measurable. It feels safer. You know what you’re getting, at least on paper. But skills can be taught. Attitude, work ethic and how someone treats other people? Those are a lot harder to instill after the fact.
This approach tends to compound over time. At Mr. Rooter of Binghamton, much of their recruiting now happens organically. Their technicians refer friends, family members, people they trust to fit in. Good employees tend to know other good employees. When you build a team the right way, it starts to build itself.
Recruitment happens every day in how you run your business. Are your employees proud to work for you? Would they recommend your company to someone they know? Do they feel like they’re part of something, or just punching a clock? Those answers matter more than any hiring ad.
There’s also a leadership component here. Tom says that while growing up around the business, he learned the importance of customer satisfaction early on. But it wasn’t until he became a technician himself that he fully appreciated the importance of employee satisfaction. Many business owners start by focusing outward — on customers, revenue, growth. But if your employees aren’t taken care of, everything else becomes harder.
Satisfied employees do better work. They stay longer, they represent your company better in the field, and they make hiring easier because they become your best recruiters.
Hiring a fresh candidate doesn’t mean you have to lower standards. In fact, it’s the opposite. Set clear expectations, then support your people in meeting them. Treat employees with respect, be fair and consistent, and give them a reason to invest in the company beyond a paycheck. If you’re willing to hire for character, you have to be willing to train for skill. That requires time, patience and a commitment to development. But it also creates loyalty. People tend to stick with companies that invested in them from the start.
At the end of the day, hiring is more than filling a seat in a truck. The companies that succeed are looking for the right person and then putting in the work to help them grow, even if they’re not yet the most experienced person in the room.
Enjoy this month’s issue.
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