Putting the Right People at the Heart of a Long-Established Family Business
The Recruitment Challenge
Not getting is right
The leadership team had identified a recurring issue: recruits with the right technical skills weren’t always the right behavioural fit for a customer-centric showroom environment.
A desire to hire the right people
Decor Supplies wanted a process that would predict success in their unique environment — prioritising behaviours such as interpersonal skills, customer focus, teamwork, and adaptability over skills alone.
New, behaviour-based recruitment process
We created this, tailored to Decor Supplies’ unique culture and customer service expectations:
Behaviour & Scenario Assessment Centre
Candidates are now asked to:
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Take part in showroom-style tasks simulating real customer interactions
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Work through people-oriented scenarios based on typical challenges in the showroom
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Answer behaviour-based questions designed to reveal how they think, communicate and respond under pressure
Trial in the Showroom
Shortlisted candidates are then invited to complete a trial shift in the actual showroom environment, providing a first-hand view of how they engage with customers, collaborate with the existing team and demonstrate initiative and attitude in real time
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Results
Deeper insights into how candidates were likely to behave on the shop floor – with customers, colleagues, and in everyday situations, mean better hiring decisions, improved retention and enhanced team performance