Cutting Losses With Online Reference Checks

For retailers, a bad hire can mean lost revenue, shrinkage, a poor customer experience, or worse. Brian Gilbert, Director of Business Development for SkillSurvey, Inc., explained how online reference-checking platforms can help retailers hire employees with the behaviors and skills that increase customer loyalty and sales.

For example, Burlington Coat Factory launched reference checking with considerable success. The solution helped the retailer avoid hiring low-scoring candidates and saved potential losses.

The cost of a bad hire can severely impact a company’s health. Gilbert shared information from Tony Hsieh, CEO of Zappos: “He once estimated that his own bad hires have cost the company well over $100 million.” Now, Gilbert explained, to mitigate those losses Hsieh offers new hires $2,000 if they decide to quit after their first week on the job.


Gilbert presented his insights during the third session of the Retail TouchPoints Holiday Connected Consumer Series, taking place September 16-19.

During the webinar, Hire The Best Candidates To Increase Holiday Customer Loyalty, Gilbert explained: “These candidates are handling your merchandise, revenue and your customers. There are key success traits they must have, such as dependability, integrity and interpersonal skills.” And while it may seem obvious, he continued, “The first key is whether they show up.”

Related industry research confirms the need for an improved hiring and retention process. Deloitte predicted that it will be critical for retailers to develop and maintain a well-defined talent strategy that yields well-trained associates to execute an omnichannel retail model. And, in the Oracle Connected Consumer report., 45% of shoppers cited “savvy store associates” as a top reason they will visit a store.



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