Finding great employees is tough. One of the first things we look for when hiring people is whether or not they have the skills to do the job. Although skills are extremely important, they may not be the first thing to look for when filling a specific position in the dealership. There are some positions that require some previous experience, but these skills may not lead to the experience we are trying to create for our customers.

In the book “Setting the Table,” Danny Meyer, the founder and CEO of Union Square Hospitality Group, suggests that to create the best experience for customers and employees, you must not only hire based on skill level. He suggests looking beyond just skill; look for some very important and specific personal qualities as well. Meyer defines these qualities as having a high hospitality quotient (H.Q.). Meyer owns several of the most awarded restaurants in the United States. From 2- and 3-star Michelin-rated restaurants in New York, to the modern-day “roadside” burger restaurant, Shake Shack. Meyer states, “We hire 51% based on their H.Q., and 49% based on their skills.”

As an employer, we have a clear idea of the skills needed, but it’s the specific qualities we are looking for in our candidates that will create a point of separation from the rest. Meyer highlights seven key qualities that we should aim to find in our candidates to ensure we hire the best employees.

Let’s take a look at these traits and apply them to our industry:

1. Kindness
   It’s not rocket science; people like people who are kind. Kindness transcends all cultural and economic barriers. It’s also very good for you physically when you are kind. It is good for your blood pressure, your heart and your mental well-being, and has proven to produce large levels of dopamine in your system. This is good for the giver and the receiver of kind acts. However, it only works when duplicated repeatedly. A one-time act of kindness is great, but the fuel burns off quickly. We must refill the tank by being kind time and time again for it to really work. Be kind once, and you feel good for a bit. Be kind all the time and you always feel good.
   
   
2. Optimism
   Too often, people are disappointed that we’re not “doing as good” as we did before. True, without optimism, you’ll set yourself up to be right. According to the NADA, the auto industry is on pace to sell almost 16 million new cars this year! The most we have ever sold is 17.5 million. We are up over last year in volume, and it’s going to continue. If we are worried about yesterday, we forget about today’s opportunity. Optimism is not only a requirement for a great employee but also vital to a team’s success.
   
   
3. Work Ethic
   There is nothing better than a hard-working employee. Leaders love people that they don’t have to monitor to make sure they are doing the right thing and not just “keeping busy.” We want people to work with us, not just for us. Employees with strong work ethic are those types of people. Not only do they work hard alone, but they tend to be a team player as well. These people need great coaches! You can have the best people in the world and still not find success. That’s where you, the coach, make a difference. When you find someone with a great work ethic, you can teach them anything. They are willing to learn, and they will bust their tail to make the coach proud.
   
   
4. Curious Intelligence
   When people are inquisitive about things, it is a great indicator of someone who wants to grow. If you are partners with a person who never asks questions, you should be concerned. Curiosity is a sure way to learn, grow and become a better leader and teammate. We know that eight out of 10 consumers who purchased something in the last several years stated, “The salesperson never asked me what I wanted or needed before they tried to sell me something.” These consumers are looking for professionals who are curious about them. If we are not asking important questions and remaining curious, we are not selling. We are just assuming. There is no need for me to explain what happens when you assume.
   
   
5. Empathy
   According to studies, empathy is the number one thing people look for in their leaders today. It’s important that we hire people who can empathize and not just sympathize. If they can understand how to “see” things through others’ eyes, they have a direct road map on how to communicate with our customers and walk them through the decision-making process. When we know how people feel, we have the upper hand on delivering an exceptional customer experience, presenting the right products to each customer, and communicating that “we know” how it feels to be a customer.
   
   
6. Self-Awareness
   You can’t grow until you know. Growth starts with self-awareness. Hire people who can honestly evaluate both their strengths and weaknesses. We need people to be honest with us about their needs for success, rather than just telling us what they think we want to hear. This openness helps us to make specific improvements and lead them more effectively. One size doesn’t fit all, it fits one. Knowing how people see themselves helps us to bring out their best.
   
   
7. Integrity
   There is nothing more important for our culture and our reputation than to have a building full of people who do what they say and say what they do. At the end of the day, that’s what matters. Someday, all of us will walk away from this amazing business that we love. People won’t talk about how many cars we sold or how much money we made. They will talk about the kind of people we were and how much they did or didn’t enjoy working or doing business with us. If we can have people who have a common cause, and follow through on promises made, we can’t help but be successful. Integrity is the only thing we take with us when we are done, so make sure we are adding people with it to our team.

Something to keep in mind if you are looking for these qualities in your candidates — be sure that you have these qualities as well. People tend to gravitate towards like-minded people. Raise your own “hospitality quotient” and you’ll notice that the right people will be drawn to you, and you’ll be excited to welcome them aboard.

For more information on how Ethos Group can help your dealership develop more leaders in your F&I office, sales management tower and your sales floor in 2024, please contact Chris Nesseth at cnesseth@ethosgroup.com or (319) 270-4779, or Austin Shane at ashane@ethosgroup.com or (319) 296-8760.