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
Wright People HR provide us with an excellent service through their innovative, behaviour-based approach to recruitment. They have also supported us in introducing new policies and contracts, delivering these changes in an engaging way that involved staff and made the process quick and straightforward for everyone.They are always on hand to support us with any issues, responding quickly and compassionately, and resolving challenging situations with professionalism and care. We see Wright People HR as a trusted partner to our business.
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