I Would Kill for a Hit Rate Like This One

According to the sales gods, the average close rate for a typical sales rep, across all verticals, hovers around 16%.

While this may sound like an 84% lose rate, it doesn’t compare that poorly to the performance metrics in other industries.

For example, we all know that if you hit .300 for your career, and your name is not included in the Mitchell Report, you have a reasonable shot at the baseball hall of fame, unless of course, you look like a total schmuck while testifying before Congress.

Seth Godin recently posted the following:

In a new study released in today’s Times, it turns out that the typical NY police officer only hits 34% of the time she fires a gun. Even from a distance of six feet or less, it’s 43%. Obviously, Bruce Willis is the exception.
Seth Godin's Blog Entry - Marksmanship

Now, the next time a police officer attempts to pull you over for a speeding ticket, do not get any bright ideas, this hit rate will still get them into the hall of fame.

FYI - You can’t expense bail.

How to Reduce The Schmuck Factor

Anyone who has been in the workforce long enough has had the opportunity to work for, or with, someone who really didn't fit in, didn't perform up to expectations, and basically made you wonder if your employer received some sort of tax credit for keeping this individual employed. It is these individuals that we loving refer to as "Schmucks".

We all have Schmucks. If we are honest, we can agree that we all are subject to our temporary moments of Schmuckdom.

Based on the fact that, on average, 20% of the sales people generate 80% of the sales, the "Schmuck Factor" in most sales teams is higher than in the rest of the organization. Ever heard of "20% of Developers writing 80% of the code" or "20% of Client Supporting handling 80% of the issues"? Nope. Its just sales.

So where does it start? How do schmucks invade our teams, consume our time and resources, and still manage to under perform? Naturally it begins with the hiring process.

Hiring is the process of evaluating and projecting the productivity of human capital. One of the most common flaws is not having HR directly involved throughout the evaluation and hiring process. Most see it as an extension of the responsibility of those with little to no training in this area.

The sales manager hires the sales people, the VP of Development hires the programmer, etc. While these individuals have a level of mastery in their disciplines, that bears far less indication on their ability to evaluate talent than conventional wisdom would dictate.

Sales, Programming, and Hiring are all best executed when a team of professionals can come together and Plan, Prepare, and Execute on a strategy.

Conditions for Throwing the Schmuck Flag

While my track record is far from perfect on making hires, here a few items and practices that you can use to weed out the viable candidates from the next poster child for the Schmuckular Association of America.

Resume and Interview Red Flags

• Long Periods of Unemployment

“I have been taking care of my sick mother/father/aunt/dog” is one of the most common responses you will see when there's a gap in employment.

• Series of Short Term Jobs

Now you have to cut the candidate some slack with this one. In technology, mergers, acquisitions, and implosions are quite common. However if you are looking at a series of short-term jobs 6 to 12 months in length, and the companies are still around, that should be a red flag.

• Many Unrelated Jobs in Work History

In close knit industries a really bad apple will have a tough time finding a job. So if you see someone go from widgets, to gadgets, to midgets in consecutive moves be aware.

• Typos, Poor Spelling, Grammar on Resume

I'll admit it, Ive had a typo on my resume for a few weeks before someone clued me in. I'm a lousy speller and it just didn't catch my eye. For the record I had numerous professionals review my resume and it was my professional doc writer who caught the mistake.

• Lack of Progression in Job History

“I have been an assistant bookkeeper for 20 years” = I haven't been promoted in 20 years.

• Vague Descriptions, Rounded Dates

Can you imagine what the Enron team's resume's look like? “Worked for one of the fastest growing and dominate companies in the 1990s, then took time off to care for my sick father, mother, and aunt.”

Interview Red Flags

• Late or Tardy without Legitimate Explanation
• Dressed Poorly
• Overly Cocky
• Stresses Personal Beliefs Too Strongly
• Overly Defensive
• Perceived Vendetta Against Former Employers

A Lesson Learned

This guy comes to our team through a recruiter. The recruiter says that the candidate matches our "must have" criteria, but really doesn't share any additional or ancillary information or provide his "gut-feel" for the candidate. (Red Flag #1)

Given the candidate's background with one of our major competitors, we jumped at the chance to meet/hire him. We were a smaller, start-up and were practically salivating over the insight and competitive intelligence the candidate bought to the table. (Red Flag #2)

We flew the candidate in to our corporate HQ for an 11am meeting. He arrived, sans coat and tie and looking a bit disheveled. He explained that he spilled coffee on himself and he had to rush to the mall for a new shirt and pants. Looking back, and this will be important later on in the story, he smelled an awful lot like mouthwash.

The candidate spent the day in the office, meeting anyone and everyone under the sun. Everyone was impressed by his aggressiveness and take no prisoners attitude... we hired him immediately. We really didn't evaluate any criteria other than how aggressive he could be, nor did we do any background checking via personal networks, nor did we subject him to any standardized personality tests, because other than the overpowering aroma of mouthwash, the new change of clothes, and the demeanor that bore a striking resemblance to Al Pacino in the climatic shootout in "Scar Face", nothing seemed out of the ordinary. (Red Flags out the wazoo)

The biggest flaw in this process was us. The hiring team was so inexperienced and immature that there were numerous mistakes made based on sheer lack of expertise and alpha-male egos that dispelled any thought of asking for assistance.

Less than 12 months later the candidate would, as part of his retaliation for being fired, send a company-wide email that would eventually wind up on a blog.

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From the Gate Keeper

In his book, "Swim with the Sharks" Harvey Mackay states that as CEO of his company he ranks the following two positions as the most key in generating revenue for any organization:

1. Vice President of Sales

2. The Office Receptionist

While the first is pretty obvious, he goes on to explain that the Receptionist, a.k.a. "Gate Keeper" has the power to set the tone of the business relationship. By being the initial contact for the majority of new and existing clients and business partners, their appearance, demeanor, and professionalism can have a significant impact.

In addition to being "the voice" of your company, the Gate Keeper often serves as the "filter" or "tie breaker" when it comes to new hires. If you have a borderline interview, the Gate Keeper can have the swing vote.

We are fortunate to have some words of wisdom from one of the good friends of the blog, Michele, who has graciously agreed to share her insight on the hiring process from the Gate Keeper's seat.

“Signs that your job interview is not going to go well” ….and this is before you even get past the front desk!

• You did not bother to check the company website (or MapQuest for that matter) and print directions to your interview location and therefore you must call the company’s front desk and suck up the receptionist’s valuable time getting directions from her.

• You arrive late and cannot remember the name of the person that is supposed to be interviewing you. You will have to play a game of “Name that Supervisor” with the receptionist till she figures out the name of your interviewer for you.

• You have forgotten to bring a pen to fill out the application, thereby forcing you to sheepishly request a pen from the receptionist. (That look on her face is NOT one of concern, it is disgust at your most basic of faux pas.) If you DO forget to bring a pen, and the receptionist has to lend you one, make no mistake about it, it WILL be "THE RED PEN OF SHAME" and there will be a sweet smile as it is handed to you, with the claim there are no spare pens in black or blue. Going forward, the red ink will alert EVERY person with whom you interview, that you have committed the ultimate sin of not bringing your own writing instrument.

• Then you ask what the date is……

• You attempt to fill out the application but are interrupted by personal calls on your cellphone, which has rung out the most obnoxious tune because you forgot to turn the ringer off. (Trust me, the receptionist is NOT amused, she is annoyed by this.)

• And finally, in the event that your nerves cause you to be a little more awkward than usual and you spill your coffee, clean it up. The Gate Keeper knows all, sees all, but is not responsible for your messes.

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