Tom King: Welcome
Tom King: Good to.
Tom King: See you but welcome.
Tom King: Wendy.
Karen Fisher: The attendees should be mentioned that they probably won't be able to.
Tom King: Listen only mode.
Listen.
Tom King: Yes.
Tom King: survive you're you're talking.
Lex: Yes, that's exactly one haha.
Lex: Alright Hello everybody i'm lexington nice to see nice to feel your presence we don't see.
Lex: psychically intuitive you JEREMY kareena.
Lex: The deja Sandra Sandra.
Lex: Scott tosh Hello tosh by Wendy.
Tom King: afternoon Hello amanda.
Tom King: long time no talk.
Tom King: give everybody another minute or so.
Tom King: You guys kick it off.
Karen Fisher: what's good.
Karen Fisher: Okay, well, we can begin Hello everyone good morning good afternoon Thank you so much for attending our new client mastermind.
Karen Fisher: Most of you have not met me in person, my name is Karen Fisher and the head of delivery at a moment resources.
Karen Fisher: i've been with Dr for about eight months now, and i'm the one in charge of the production and fulfillment of all your projects.
Karen Fisher: Previously, however, I was the Managing Director of the private school where I managed admissions marketing compliance and human resources have a rapidly growing school we actually grew enrollments by 75% in one year and.
Karen Fisher: You know, one of my main struggles was finding the right people to aid the growth but also navigate this unprecedented environment over the past two years, so.
Karen Fisher: This is perfect for today i'm still happy to bring you here to meet with our very good friends and colleagues Tom king and lexington maximus from the art of admissions.
Karen Fisher: Most of you may already know them together and independently, they have decades of experience.
Karen Fisher: Tom and lex provide leading edge training on all admissions aspects to improve conversion and specifically process improvements.
Karen Fisher: So lexington is an award winning admissions professional hiring expert master trainer keynote speaker and also a five time grammy award winner.
Karen Fisher: Tom has a wealth of experience as a coo director of enrollment as well as a director of training so his expertise directly focuses on evaluating and improving admissions and hiring processes.
Karen Fisher: So, before I hand it off, I wanted to mention that we will be pulling you with specific questions and providing you with the answers that you're looking for today and we will also have a Q amp a at the end, and with that I will hand over the screen.
Lex: As.
Lex: Well, thank you so much Karen for the beautiful introduction and Jody and er and shane and everyone, thank you for having us here I love your background love the mountains in the background, your your plants job Kevin love that.
Lex: All right, well let's get started here, and you have anything else to Tom to say before we get started.
Tom King: No, we got a lot to cover today so let's let's dive into it already.
Lex: All right, and take notes take lots of notes, because when you take notes you learn twice so number one would you share your expertise.
Tom King: i'm just going to echo what Mike said take notes.
Tom King: Because, you will find that our slides aren't going to contain a ton of bullet points for you, so all of the knowledge that we're going to impart today is going to be.
Tom King: directly from us on this and question for for Karen as well, will this video recording be available to everybody after them.
Karen Fisher: Absolutely so we've got the whole thing available to you that will send by email and yeah there you go.
Lex: Alright excellent.
Lex: Alright, and we're going to start Tom rock star here.
Tom King: Take it from here and.
Tom King: run it.
Lex: All right, so number one everyone hiring mistakes, of course, can be catastrophic and I had a mentor many years ago.
Lex: And she was actually a performing arts director and she said that 95% of success as a director of plays and movies was casting.
Lex: If you cast correctly, you cast effectively is easy to train and direct the other 5% to create an amazing performance.
Lex: it's the same exact thing with admissions as well because hiring mistakes can be catastrophic for your business, especially if they are on your sales.
Lex: Because your sales team your admissions representatives are your main revenue generators of course and bad hires can cost you a profound have month amount of money.
Lex: And many times, people have not really quantify this will doesn't really cost and a bad school I can cost you 15 times your salary it's critical to really be that intentional to hire the right people.
Lex: And i'm going to see if my MIC changes here Tom.
Lex: Any better, it was a break a little bit.
Tom King: I think you're still breaking up for me a bit Karen how about you.
Lex: What was already Norman.
Lex: test one to your testimony.
Lex: Okay, all right.
Lex: All right, and so a best help us you 15 times the salary say 40 K REP costs 600 K to a million.
Lex: Is what they're costing you how How is that possible, the cost comes from not only their salary their benefits any severance pay the cost of recruiting hiring a replacement and.
Lex: The biggest part of the cost of last production and reduce team morale due to the bad hires performance all those elements lack of skill set lack of that.
Lex: Great attitude they can kill kill your revenue generation stream most management make 50 mistakes in the hiring process and as jack wells the past.
Lex: CEO of GE one said.
Lex: He was asked how will you still get a hiring so well, I only get it right.
Lex: And, but he doesn't keep poor hires you move them quickly.
Tom King: Absolutely, so I think one of the key the key driving points here is that yeah you're going to make most of your mistakes by hiring the wrong people and it's good to have most of your.
Tom King: Time cause you to to have to fix a lot of things and spend the most time with those people that need a lot of help, primarily because you made the wrong hire to begin with.
Tom King: So, as we keep going here we can give you an idea of how you can fix that So if you would Karen that let's jump on poll number one, and the question everybody of when you should be interviewing.
Tom King: So, if you would everybody jumped in when should you start your interviewing here when should you be interviewing people.
Lex: yeah I love this question who's one quiz right before a big star somebody here.
Tom King: sushi hires they quit right before I start constantly all year long or as soon as you hire somebody should you start interviewing again.
Lex: haha interesting results Tom.
Tom King: Absolutely, so it looks like everybody here, hopefully, is all voted in, and most of you selected consistently are constantly throughout the year, as your.
Tom King: As to it now, my question to you, though, is Is that really what you do.
Lex: Right, I was just gonna ask that yes.
Tom King: How many people here actually are hiring every single are interviewing every single month 12 months out of the year, are you hire are you interviewing all 12 months of the year, even though you said that's when you should be doing it, how are you all doing that, throughout the year.
Tom King: So no so everybody except Aaron.
Tom King: out here and Aaron as a disciple of ours understanding the process so everybody says yes we consistently should be doing it, but no one's doing that for the most part, so most of you aren't really practicing that that piece.
Tom King: let's let's talk a little bit about it, and one of the keys is, you should always be interviewing abi we're gonna we're gonna talk about that process here.
Tom King: And there's a fantastic book out called foo the a method for hiring and by Jeff Martin Randy street and it's a fantastic book.
Tom King: If you don't have this book, you need to run out and get it, it is the best book on hiring that i've ever that i've ever read it's a must read for anybody.
Tom King: In business much less admissions and one of the things they talked about you know is you are what you eat right and you hear that phrase well in business, you are who you hire who you hire is going to determine how you do what your culture is like and Jim Collins in.
Tom King: The author of good to great if you've read that book or seen the video on good to great says that you know, the most important decisions that business people make are not what decisions, but there who.
Tom King: Who are you hiring and some key takeaways from the the a method for hiring here is culture is more important than skills.
Tom King: So absolutely making sure that you've got the right culture in place at your company and you're looking for someone that's going to fit into.
Tom King: Your culture, and if you don't have a defined.
Tom King: Company culture that's something that you need to work towards if you had to describe your your company's culture into words you don't have to do it here and you're going to post in chat for sake of time, but how would you describe it is it fast paced is it family or is it.
Tom King: accountable people is it micromanaged is it.
Tom King: You know dictatorship based it whatever it is so what's the culture in your in your company into words come up with the top two or three.
Tom King: Another quick key takeaway from this book is you need to revamp your hiring processes look at how you hire.
Tom King: Because most people only look to hire when they need someone as we just mentioned and and do it just on that pole always be interviewing it's something that lexi and I talked about all of the time.
Tom King: always be interviewing and create a pool of people to pull from and one of the keys to for you as you're revamping your hiring process is look for referrals.
Tom King: I mean we could go on for a long time about a lot of these things but.
Tom King: How, you know how many how many times are you actually looking to your employees and looking to people, you know for referrals as opposed to.
Tom King: And dropping an ad and indeed and getting thousand people that we have to interview, well, we knew somebody good why don't we why don't we hire those people that we know are already good if you've interacted with people.
Tom King: At another company and you.
Tom King: really like them.
Tom King: Here on okay now if it's a good friendly partnership company and you don't want to poach there people that I get that, but if you know.
Tom King: of a company and he met that guy is great or she is a fantastic receptionist she's a fantastic bank Teller he is an awesome salesperson at best buy if you already know, some people there grab those people save yourself the time and the effort.
Tom King: And then last couple things here quick, you need a top tier system for interviewing and we're going to cover that and we're kind of covered a real, specific process for interviewing people.
Tom King: A little bit later in the presentation and then the last thing here is make hiring an absolute part of your culture.
Tom King: make people your number one priority make sure all of your staff knows that the number one priority is getting great people into this company have them looking for people constantly so that hiring doesn't become a last minute necessity.
Lex: right on, and it should never be a knee jerk element and there's an old adage is this hire slow fire fast now if you're constantly interviewing you have people on your bench and that's.
Lex: Critical so then you're not settling for some someone just because you need someone Amazon stop I don't know why I stuck talking so.
Lex: next step in the piece in step one is define your needs know what qualifications REPS need to succeed.
Lex: And i'd like you to put in the chat now, what are the main qualification just type quickly you know what are your main qualifications that you're looking for.
Lex: In a someone who can become a great REP not just an average, not just to fill in someone we need because we were really short staffed, what are the qualifications they need to succeed and just take a minute to do that and type it in chat.
Lex: And we've got great relationship building skills.
Lex: we've got.
Lex: see this here Okay, so far, great especially to build your skills manda good good for you and what else do you have Aaron competitive friendly take ownership, driven by enthusiasm teamwork toss discerning.
Lex: Brent great communication skills networking friendly amanda has initiative.
Lex: Right good and you keep adding them keep going for now, though, is fire in the belly into personal growth and development tosh just put.
Lex: you're looking for people who are passionate about personal growth and development we hire for attitude train for skill write that down.
Lex: you're going to hire for attitude train for skill, are they passionate about personal growth or i'm open to training, I mean it's just going to tolerate it you don't want people to tolerate training.
Lex: You want people who are personally passionate already about growing that's critical and also the.
Lex: The world of the generalist is dead, it has been dead for actually many years you need specialists now not generalists and you need to organize your missus departments for specialization.
Lex: And what are the specialization elements that you need number one appointment setters.
Lex: Critical you have specialized trained and continue to be trained appointment setters because the key drivers of your sales pipeline, who qualify and set appointments.
Lex: And whether you in source it internally or you're outsourcing it to some company who's going to do an exceptional job, but you should have measured tiny you know small school, you need to separate.
Lex: Because people who are great at presenting many times i'm not great appointment setters and most important people are presenting hate making phone calls and going through all of that, then, secondly, you need specialist area.
Tom King: Let me actually put that slide with your your.
Tom King: little bit here i'll.
Tom King: i'll keep i'll keep keep.
Tom King: Going and i'll just keep up with you.
Lex: All right, excellent thanks Tom and so, then.
Lex: My slides just skip to your home on here there we go all right, and then your admissions REPS you need to make sure that, with your mission trips I just setting up your team.
Lex: that those are specialist those are the face to face experts your closers incredibly dynamic incredibly charismatic whether it's in person, or virtually.
Lex: And then you need your future student coordinators stop making REPS be administrators and do all this paperwork, because the moment you take them off of selling you closed your sales door in your sales floor temporarily.
Lex: And where the future student coordinator does is that does all the backend wants to present it to once they're close the admissions representatives.
Lex: job is done in that part as far as all of the paperwork and enrollment paperwork and then you have the front desk and assistance, those are jack of all trades there.
Lex: And then, lastly, to do a director of admissions that's the coach and a sales managers role, by the way, Your Director of admissions role is not to grow sales.
Lex: is to grow people and most do ways are spending way too much time on admin work and doing reports and so forth very inefficient and they're spending almost no time or way too little time in developing and role playing daily and training, the people.
Tom King: Absolutely, and one of the keys, as you look at these different roles that we must not, they again they are all specialists.
Tom King: We want the people that are fantastic on the phone to be on the phone I don't want a generalist I don't want something that's a little bit good at this and a little bit good at that he's okay.
Tom King: he's really good at paperwork I don't know who's going to paperwork, but.
Tom King: You know he's really good at.
Tom King: This or that you know what get the best people into the best roles and separated, so that you, giving your customers, the best experience possible out there and let's break it down just a little bit more, as we, as we talk about these different pieces so let's mention.
Tom King: The different some of the different roles, but the first role here is getting into hiring the right coach every team.
Tom King: can only be successful if they've got the right coach you can put a lot of great players onto a team.
Tom King: But if they all are doing their own things they're not working together they don't practice together they all think they're fantastic and they don't want to learn.
Tom King: And do it, it doesn't matter you've got to have a coach and It all starts right there with that do a someone who's focused is a forward thinker someone who's a great team builder open the great new ideas.
Tom King: Do a need to be open to new ideas and realize that you know I don't know what they don't know and they're always looking for something new, well, we seem to run into a lot is that do as i've been in the business.
Tom King: For 20 years because.
Tom King: They were great admissions REPS at some school somebody promoted them to a deal a they typically failed as a doa because they didn't have any leadership or management skills.
Tom King: So now, the school lost their top REP and they lost the manager all in one shot if you've got great REPS here's the secret.
Tom King: Pam so that they never want to be managers.
Tom King: So pay him well, because if you want people to.
Tom King: Actually convert and enroll and be great Pam well and you'll get top people to stay as opposed to well, I will make more money if the managers are making more than the REPS there's something wrong.
Tom King: Your REPS to make as much or more than the manager, the ones doing the work day the coach should be out there, helping make that put that team together and helping them be more successful.
Tom King: Most dealers are spending about 85% of their time on admin tasks and not working directly with the REPS.
Tom King: need to get out of the office get out from behind the computer and you need to be constantly working with your team.
Tom King: observations training, one on one meetings do it again train observe improve monitor it.
Tom King: start again and that should be consistently with the doa is doing, you need leadership skills and.
Tom King: I don't think it's going to be a helpful help to you if you keep taking your top person throwing them in the management and watch them flounder around because they lack the of the key core management skills to be successful.
Tom King: Like so let you talk a little bit about appointment setters so what you know what are the mindset and skills that are needed to become good appointment setters.
Lex: Right and appointment setters to find Gray ones it's hard it takes a very unique personality and mindset, to be great appointment setter, and they need to be great every party has to be great especially appointment setting because it also fair if they don't bring enough.
Lex: prospective students explorers as we call it makes no matter how great your poses are they're not going to have enough people with.
Lex: And most representatives are not well suited for appointment setting it's a different type of personality and.
Lex: element, people who are our people, you know Karen is and Tom visiting and many of you here are as well, you much rather be present to someone then going through the minutiae of the of the.
Lex: task calling calling hung up on a no show gotta you know chase them and re inspire and connect with them to very different type.
Lex: of mentality and you're literally going from one mindset when you're a mission trip is inspiration presenter to the person who is going through all these phone calls, day after day after day and sending texts and so forth, but ideally all that should be.
Lex: But very different mindset and it can it's very disjointed and doesn't age to have a person playing Dr Jekyll and Mr Hyde.
Lex: And so you have a very specific type of person that you want who actually loved on the phone and there are some that absolutely love that they would much prefer doing that then meeting people either virtually or in person now when it comes to your appointment setting.
Lex: Can you hear me now.
Lex: No.
Tom King: I think you're you're breaking up.
Lex: Is that the same with you Karen as well.
Lex: It was it was good before.
Tom King: that's been in and out.
Lex: Here i'm gonna.
Tom King: i'll keep running with it for a.
Tom King: bit while unless you.
Lex: go about this if it's not better i'll work on it it's a better now.
Tom King: sounds better.
Lex: All right, here we go thanks for letting me know and one key element, everyone is a less appointment setters know about your school to better.
Lex: They should not be giving information over the phone, that is not the role of the appointment setter they're gathering information and creating connection and uplifting and inspiring someone.
Lex: To take that next step either virtually or in person they're building value what's in it, for me, why should I show up as the explorer.
Lex: To a virtual or in person appointment and and what's the purpose of first contact, by the way, put briefly in the chat, what do you feel is the purpose of first contact type it in the chat that first contact of the appointment setter what's the purpose.
Lex: and take a look in the chat here Dun Dun Dun Dun Dun Dun Dun Dun.
Lex: Dun Dun Dun there you go.
Lex: Aaron Clark set the appointment Brent Thompson break the ice Karen Fisher get contact info.
Lex: And tosh engage engage engage.
Lex: And amanda build a relationship with why your school is awesome.
Lex: Sandra pre qualify.
Lex: and on demand on surface level of course Erin be the initial contact first impression, yes, you are the first impression director first impressions bryce celebrates confirm active interests.
Lex: And it is to create connection number one create connection.
Lex: and build value for the appointment do not sell do not tell people how wonderful your school is you're selling to them that puts people off.
Lex: Number One is to create connection authentic connection.
Lex: and build excitement enthusiasm uplift the emotional state of your explorer so they feel value they get value so taking one next step, which is showing up either for a virtual appointment or for in person appointment that's the key.
Lex: and make sure taking notes on all of this and also bryce wrote.
Lex: confirm active interest tosh bring him back to what they shared and, of course, you want to make sure to get to contact info but you had usually have it, because they've requested information from you ready.
Lex: Right and then next step in here is purpose of contact again is create connection uplift emotion inspire to action not give information.
Lex: And don't do that that's old school if it hurts you it's like feeding people who have a reservation at your restaurant.
Lex: and wondering why they don't come in for the reservation and getting mad at him why don't you come in, because you fed me already don't feed them with information that's for the virtual or in person appointment.
Lex: Now most REPS also the mission trips love face to face, not the phone, so you have to make sure when you're hiring.
Lex: or interviewing appointment setters did they truly love to speak on the phone and they sound awesome that their personality literally jumps through the phone.
Lex: And they don't sound like this hi Karen hi jodi hi Aaron how are you have to have what Tom and I call a verbal charisma, they grab you to hold your attention and they inspire you to action.
Lex: And lastly, separating appointment setting allows for scaling your business because the average REP doing everything can only work effectively with about 20 leads a week, but he leads a month.
Lex: A dedicated appointment setter can work with many, many more, especially if you have a dialer and we actually do have a dialer that we licensed to clients if you'd like to find out about that at any point as well anything to add to that.
Tom King: really just this the fact that again we're talking about having specialist having people specialize in what they're really good at.
Tom King: And if you build the structure and the Foundation, the right way, your ability to scale is increased, as we like just mentioned, you know appointment setters can handle hundreds and hundreds and hundreds of leads a month.
Tom King: They, especially if they've got some technology that allows them to dial and reach out more you want to have automation I want to have all of my.
Tom King: Texts automated all of my emails automated I want my phone to dial itself, I don't want to have to sit there and look up tasks and hit a button and dial and do all over again.
Tom King: I want to be more effective, more efficient and she wanted to automate all of those pieces through your CRM and if you can't find a CRM that can.
Tom King: do that because you don't want your team manually doing anything but one appointment setter can handle hundreds, you know 234 500 leads a month potentially.
Tom King: If you had 500 leads a month, and you have a 40% lead to appointment show.
Tom King: That gives you 200 shows 200 shows divided by four weeks means you're going to have 50 shows a week 50 shows a week divided by five days is 10 shows a day how many REPS do you now need.
Tom King: to handle 10 show 10 appointment shows a day, maybe.
Tom King: Two one and a half to two so now, instead of having five REPS I have one appointment setter, and two REPS and they're booked all day long booked solid all day.
Tom King: So I don't know it helps improve your staffing levels, because people specialize and they get the experience the best person that each day, so you want to keep that in mind.
Tom King: As you go through.
Lex: I got something to add to that to Tom before we go on, is with dial in technology and we have very low cost down and technology we license and you can.
Lex: email us if you want to find out more the average REP makes maybe 40 to 60 phone calls a day, maybe you know 100 if they're really pushing it.
Lex: With with adopting technology, whatever you may use two and a half REPS to full time one part time last week, they may 10 out actually 11,273 phone calls in one week.
Lex: So you see how efficient having a specialist as well as having some type of automated donny technology they're not going to make that many phone calls manually and six months.
Lex: And what happens contact rate goes up and their specialist so that's their focal point they get trained just how to become great at making contacts, creating appointments and, most importantly, create show appointments that people who show up.
Tom King: Absolutely let's talk about the rest now let's talk about hiring rockstar REPS know now we've got appointment setters ready to do all of those front end pieces to get those appointments set to get those people coming in they're fantastic on the phone now I need a rap.
Tom King: What are some of the traits that i'm looking for in a REP so we asked you some of the traits earlier that you guys that you guys mentioned we're going to post some here in the chat.
Tom King: And then i'll.
Lex: i'm going to cover those.
Tom King: with you, so you can see exactly what what we're looking at, but number one, I want to look for REPS that have a learning mindset.
Tom King: Are they are they do, they have that ability to learn and they open to learning do they want to learn it's not an open mind.
Tom King: And there's a big difference between a growth mindset and an open mindset open means i'm open to something.
Tom King: That doesn't mean I seek it out, I want to learning mindset I want a growth mindset someone who actually speaks.
Tom King: improvement on a consistent basis, what do they read what do they watch what did they study, what did they do and they're off hours.
Tom King: or they binge watching the walking dead or are they listening to Ziegler grant cardone Brian Tracy or someone else a lot of that of those types What are they doing to improve themselves on their own learning mindset number two are they willing to follow a process.
Tom King: I don't want a cowboy that's going to do it his way Okay, because this is what he did for 20 years at some other school and he got fired.
Tom King: So yeah it's great that you have experienced okay i'm probably never going to hire you Okay, the more experience you have an admissions the less chance you would ever have with me ever hiring.
Tom King: In fact, if you have any ambitions experience I would probably never hire you.
Tom King: Simply because you come with bad habits that are going to be hard for me to break I want you to be able to follow a process that does it does well.
Tom King: I also look for someone has a positive mental attitude someone who's got that that positive outlook that I can do this, I want to do this, I can help everybody.
Tom King: we're also looking for someone who has a great verbal and facial what we call tonality or energy who'd lights up the screen when you see him on video.
Tom King: And we're going to talk about interviewing and a few minutes here so we're going to talk about how you look for these traits and you can't look for them on a sheet of paper.
Tom King: Because nothing we've given you is on a resume so resume is the most useless piece of paper that you're ever going to see hey it's going to give you know information regarding any of these skilled trades that were talking to you about.
Tom King: open to improvements and optimizations are they open to someone telling them hey there's a better way and i'm going to coach you on what you need to improve on or did they say.
Tom King: i'm sick of let's tell me keep needing to work on this okay all the time i'm good enough at it Okay, how do you take correction, how do you take optimizations do you take those.
Tom King: In the in the manner that they're given that hey that's improving me I can be better I can help more people doesn't show up on a resume they take 100% ownership, everything is your fault in admissions.
Tom King: The student didn't enroll my fault there's something I did wrong I didn't create enough value I didn't follow the entire process correctly I skipped a step.
Tom King: I didn't handle objections right whatever it is it's my fault I set an appointment, the person didn't show Oh, you know marketing giving us terrible leads okay it's not the leads fault.
Tom King: it's your fault, you got to take ownership that everything is yours in the you internalize it that what could I have done better to make it to make it better, or they driven and committed, are they competitive do they want the winning Aaron.
Tom King: Aaron I think mentioned this earlier.
Tom King: yeah we want people that want to win people with a sports or athletic background fantastic.
Tom King: Those people are typically more competitive, I want people that want to win that want to be better than than the folks around them, people with great decision making skills.
Tom King: You can't see it on a resume, but you can test it in an interview Okay, I want to see what happens when somebody says, you know what I want to think about it.
Tom King: Okay yeah go ahead and take all the time you want give me a call when you feel you're ready.
Tom King: or yeah it's just fantastic curious, what is it that you want to think about I want to see how they make the decision how their mind works.
Tom King: On what they would do next, and then lastly strong organizational skills.
Tom King: We still need you to complete paperwork properly, we still have wanted to make sure that you can complete reports on time you're late that you really know.
Tom King: And you have all of your tasks lined up your don't have overdue tasks it's not sloppy they're really well organized a lot of stuff to look for in one one person, but those are some of the core key trades that you want to find when you're looking for rockstar REPS.
Lex: And one of the elements before we move on, I was muted, when I was tempted to say it is when it comes to taking one or percent ownership, everything is their fault.
Lex: Most REPS to some degree play victims, you cannot have a victim REP in your organization victims of all the leads are bad victims, although it's Kobe 19 coven 20 is around the corner 23 is going to become an.
Lex: They can't keep playing victims, and you know what the opposite of a victim is a creator so they need to move their mindset and who were looking for us from victims to creator so that's super important there.
Lex: Are continue Tom.
Tom King: Perfect so here's the next poll that's up for everybody here what's your biggest challenge what's your main challenge when you're interviewing people take a moment jump in the poll here and we'll keep keep moving, but what is the biggest challenge you're facing.
Tom King: When you're interviewing people.
Tom King: Attracting you know enough good people is it finding the time to actually interview all of these people, does it knowing how to evaluate the people properly that you're getting resumes from, or is it sifting through hundreds and hundreds of resumes when I post something on indeed.
Tom King: Alright perfect so attracting enough candidates seems to be leading with knowing how to evaluate being second so good so so we're going to give you some tips now on how you can improve these these different pieces so we'll keep it moving pretty well as we go through it.
Lex: Yes, all right.
Tom King: And let's just talk a little bit about the interview process here.
Lex: Alright, so number one many top employees as Tom mentioned earlier are not apparent on a resume you need to assess three main three things three main things number one.
Lex: Are they a cultural fit Are they in alignment with your culture and your philosophy number two what are their skills.
Lex: and decision making capabilities as a starting point, number three what are their ability to perform the duties that admissions representative does.
Lex: And also another one that's not here is do they have the fire in the belly are they committed to achieving results and outcomes.
Lex: Excuse me, and not trying to have a tribe mentality or i'm going to do it mentality and we break the process into three steps virtually number one.
Lex: And this is the three steps of our virtual interview with Tom is going to discuss in more detail number one it's a group interview for the first one.
Lex: To assess the basis skills and attitude and number two the second round is a smaller group interview to assess stability.
Lex: Following a process and coach ability we actually suggest you give them coaching and initial training in that second round interview, you will see who really is passionate about learning and who is not.
Lex: And then the third and final round which can be conducted day one day two and day three.
Lex: Is interview to assess fit and you ask deeper questions you asked give them a closing have them close you see how they do with it and go a lot deeper with them to assess if they are a cultural fit for your school.
Lex: you're muted town.
Tom King: One of the questions was you know how did, how do we attract you know or one of the Pole and how do we attract more more people.
Tom King: Most of your posts on indeed are so boring the no one of any that has any desire to want to succeed is never coming to your school.
Tom King: So so that's that's number one you've got to really create a fantastic template for an ad, it has to be selling the position not requiring.
Tom King: Certain things to be happy to sell your school online you guys spend a lot of money, creating a landing pages enrollment resources.
Tom King: Probably the greatest landing pages i've seen in this industry, they convert at the highest level of any landing pages we've seen was a lot of word smithing.
Tom King: That goes into creating all of the content for that landing page, yet when you're going to hire people, which is infinitely more important than a landing page.
Tom King: You don't have anyone proofing and copyright, you know you're going through the copy.
Tom King: That you're about to post on indeed so it's a boring add that attracts nobody that has a really low salary.
Tom King: That has no ability to earn commissions, which again we know you can't pay commissions okay well when i'm reading this if i'm a if i'm a good salesperson Would I be attracted to your.
Tom King: Business because you want someone who has sales ability.
Tom King: I want someone you know it's great to care.
Tom King: To help people, but that doesn't actually help us enroll anybody okay it's great for your Personally, I need people that can actually follow a sales process and help sell.
Tom King: we're not talking hard sales we're not talking sleazy used car sales here, you have to understand the basics of sales well number one fix your.
Tom King: Indeed, or monster or wherever you're posting fix your ads and create something that's visually super appealing.
Tom King: That looks dynamic that's colorful that really attracts people look where you're advertising those as look at the salary that you're paying, I would like this and, hopefully, my admissions REP brings in $4 million this year, but I think I am $30,000.
Tom King: If you are in any other company you'd be making you know $100,000 if you brought in that much money, so you want to make sure.
Tom King: i'm not saying pay him that but you've got to make sure that the salary is going to be commensurate with what you're expecting to get out of people if I want a high enough level people and the second biggest piece is.
Tom King: stop looking for people that are going to work only within a 30 mile radius of your school.
Tom King: get on board with virtual enrolling open your open your adds up to everyone in the entire world, or at least the country that you're in the.
Tom King: East coast West man, I have somebody on the west coast and i'm an East coast cool perfect because there's six o'clock is nine o'clock that's great now I have evening coverage on the phones.
Tom King: They virtually via my West Coast school and I have somebody you know or mountains times go out East and West Coast perfect go virtual.
Tom King: With your admissions team, which presents some challenges that you can overcome Okay, but you're you're now have a pool of millions of potential people that can work for you, as opposed to.
Tom King: 30 or 40 potential candidates that live in your particular city, so if you want to enroll more people go virtual with it, so let me jump by from this.
Tom King: into the next piece here and talk about round, one which lex alluded to earlier in round one we're doing a virtual interview session here.
Tom King: So we're going to take all the candidates, we are not going to look at the resumes whatsoever we're going to invite everybody to a virtual interview.
Tom King: And we're going to during that interview we're going to ask them two questions first question why do you want this job, why do you want it.
Tom King: Second question will ask another round is what is your sales background and your approach to.
Tom King: sales and a lot of us don't have a sales background customer service so guess what's your approach to selling something.
Tom King: On you know relationship, I want to build a relationship i'm going to understand their needs, those things I want to hear why we asking just those two questions.
Tom King: and trying to interviewing at people 100 people at one time in a giant a giant room, what are we looking for we're looking for those core skills of.
Tom King: Can you assess that they have a positive mental attitude, you know if Karen speaks in the first 10 seconds I know whether she has a positive attitude or not, I can tell her she's.
Tom King: today's webinar so I can see whether she's enthusiastic or not, this is an interview people number two didn't have great facial tonality and energy, do you come across as someone who's energetic or are you sitting back on your couch in your living room.
Tom King: You know, wearing a T shirt or a hoodie so I can assess your professionalism, I can test your energy level do you come across as someone who's confident about themselves I want confidence, I want someone who's absolutely competent in their answer.
Tom King: Unless i'm the host also answers the question why do you want it, why do you want this job I want to help people.
Tom King: there's a million ways to help people that don't involve being an admissions Okay, you can go work for a food bank, you can go work for a homeless, shelter, you can go work.
Tom King: And donate your time anywhere else in the hospital and you can do whatever you know just because you want to help people doesn't help me.
Tom King: Why what's at the core, why do you want this job and then lastly again professionalism, as we mentioned.
Tom King: Do they show up are they on time if it's a one o'clock is zoom interview, we started one we don't start at 101 thing.
Tom King: We don't we don't let people in late you show up early for an interview, or we shop the room off.
Tom King: And then people know they're all I couldn't get on well you think if you can't get on zoom you probably can't be an admissions REP either.
Tom King: I know everything i'm saying sounds like he is the most callous heartless guy i've ever met and you're probably right you're probably right Okay, so I want your schools to be successful, so I want you to have the right people that are going to generate.
Tom King: You know the ability to inspire people and help you grow your school and in the process, help people achieve their dreams So those are the first things we're going to get out of that first interview.
Lex: Absolutely, and then we go we're gonna invite.
Tom King: Those people to a second round so let's go through what are we doing the second round.
Lex: Right, so the second round what we do is you take the best candidates from the first round and, by the way, also know how do they dress.
Lex: Especially virtually but in person, we had a guy one time show up for an interview with no shirt on.
Lex: What do you thinking I get to work from home, I thought I can just have no shirt on know you're fired i'm not hired while you're out of here.
Lex: So how do they dress as well, and if they're on time first interview second interview one second after one o'clock is late.
Lex: Oh, I was having trouble my computer, these are ways, you can assess a person's work ethic as well.
Lex: Now round two we look at all the candidates, which is a much smaller group now around two and have them role play a small portion of the script and also they do, a practice closing with an objection.
Lex: We are not looking for perfection we're looking for number one can they follow instructions, we tell them to read the script verbatim.
Lex: don't change a word it's amazing how many so i'm just putting in my own words, now I told you to read it verbatim that's a giant red flag you're looking for red flags the easy stuff is easy to find the good stuff look for the red flags.
Lex: And because chances are times 10 if you hire them and then you want to give them like coaching not some heavy coaching but some life coaching we do round Robin.
Lex: They go through a small portion one paragraph, of the script and round Robin then we give each person about 235 minutes of coaching on it.
Lex: And how do they take it do they improve do they get passive aggressive, you can see their body language profoundly.
Lex: facial expressions postures you can see if they're into it and do they follow or change, you know what the script was.
Lex: And do they get even a little bit better, they have to have some improvement and do they sound engaging are they someone you would want to hear.
Lex: perfection is not important, are they someone that you would love to engage with and they grab you verbal charisma.
Lex: And also, when they close, how do they approach handling objections Oh, I can have I really can't afford it now, maybe a couple months okay.
Lex: And if they go into that perspective, they don't have the right mindset, to be a good closer for you they'll just be nice but not effective.
Lex: And what do we assess during the second round interview number one do they have a passionate growth mindset, not a tolerant open one.
Lex: yeah i'm open to learning a little bit know they're passionate about growth and personal and professional development number two are they willing to follow a process in our the adaptable.
Lex: they're used to save something a certain way you've given us some light coaching say it like this, used to have a bit more energy what inspires you to consider what inspires you to consider are the adaptable.
Lex: Do they show you a positive mental attitude your attitude determines your altitude remember you're hiring for attitude.
Lex: We could train anyone for skills, this is not rocket science admissions attitude is critical also do they have a great baseline of facial and verbal tonality.
Lex: Do they seem interesting or do they seem like they just want a million dollars and just took a million dollars and they went to get a million dollars of botox in their face right before their.
Lex: Their meeting with you that day which you'd be surprised, a lot of people look like that.
Lex: And number five are they open to improvements and optimizations or they've been more than open, are they passionate and yes it's uncomfortable training begins at the end of your comfort zone that's a fact.
Lex: but are they passionate about being willing to be uncomfortable so they can get better and then number six do they take 100% ownership for.
Lex: How they're doing not being victim to anything oh i'm just having a bad day I was late drinking tequila and I ate for worms yesterday, and I was hallucinating.
Lex: Do they take 100% responsibility for how they're doing and, lastly, does it appear they have solid decision making, based upon the coaching that you give them.
Lex: And then from that second round and it takes just minutes you could tell a person's work ethic, you could tell a person's attitude, then from that you bring the top people back to the third and final round which could be done Monday around one Tuesday to Wednesday round three.
Tom King: And four let's talk about RON three so what happens so let's give you a quick scenario, the know we got to be cognizant of time here quick scenario, if I invite 100 people to round one only 30% will show.
Tom King: So only 30% of people will actually show so i'll probably only get 30 people.
Lex: This universe.
Tom King: Of those 30 people, maybe i'll select 10 1112 for a second round of the second round once I get into those questions I might come up with three four people.
Tom King: You know, for a final round then i'll get to the final round the final round is when i'll actually do the traditional one on one interviews with those people, our recommendation is that you invite closer to 200 people surround one because you're only going to get 70.
Tom King: And then, out of 70 if I can get 25 out around one for round two then out of the 25 and around to maybe i'll get six or seven around three so now i've at least got it down to.
Tom King: The last few people and then around three more traditional one on one interview, but we start with cultural questions because we talked earlier.
Tom King: Looking to make sure they're a good cultural fit what research have they done about you walk me through your last positions and what results you were responsible for.
Tom King: What inspired you to leave that employer, I want to know why they left not why'd you quit why'd you get during a wedge elite what inspired you to leave well I got fired.
Tom King: What professional goals with your life to accomplish those goals match up and we get people that have doctorate degrees applying you know what i'm trying to or i'm pursuing my doctorate in psychology.
Tom King: And I thought that this would be a good really so you're going to be here for 10 years now you're gonna be here for like a year and a half before you get your doctorate.
Tom King: So you can go find out that you can't get a job in psychology anyway, but anyway, so you want to make sure that their goals align with what you what you're looking for thoughts on their previous bosses.
Tom King: What you think about your previous employer, I want to know, do they have bad things to say about their employers or their boss that's a red flag.
Tom King: You know how would you handle a directive you're given that you don't agree with you just ignore it, the bring it up to somebody do you just do it.
Tom King: What you know and but you don't like it just how would you handle those types of situations, and then we look at the core value then is describing the job in the environment to them and selling the school it's the piece that almost everybody's missing.
Tom King: If you've got a candidate that you really like and they're giving you great answers it's your job now to start selling.
Tom King: Okay, I need to sell this position to this person because they're looking at probably 10 other job opportunities, right now, I want them.
Tom King: To be interested in mind, so you need to start selling how they would fit in how you make them feel at home how this jobs going to.
Tom King: fit their style and be the perfect job for them, I think most of the time we think okay tell me, you know Karen why you should work, why we should hire you.
Tom King: Oh, it should be, we want you this is fantastic here's what we're doing and selling the job to them as well, because they have a lot of different offers and a lot of times.
Tom King: We find a great candidate we you know, and then we make them an offer two days later, because we have more people to interview and then all of a sudden, that person is off the market.
Tom King: So you want to stockpile those those pool of people.
Tom King: In those interviews, as you go through so that's that's a key for round three that'll allow you to find your your your final one or two if you're hiring for one or two because you know one's not going to make it.
Tom King: Higher to you might hire three to get one.
Tom King: you're going to find that you need you know I can't decide good hire two of them Okay, because one of those people's not going to they're going to show you that despite all of the interviews and everything we did they just make it.
Tom King: So this is the gives you a really great.
Tom King: idea of exactly how the hiring process should be done i'm going to take one minute and just cover onboarding quickly with you, since we're running on time, we want to open it up for some questions.
Tom King: Just I last note what do I do and we'll get to that poll question, maybe if we have time, how do we onboard people and just a couple a couple.
Tom King: takeaways for everybody that that's on here when your onboarding people.
Tom King: Make sure you a have an onboarding process that involves multiple phases and a ramp up process, most of you you're hiring processes well heck I need this person now, so you know what go shadow Johnny over there for a couple days and then you're on the phone.
Tom King: And then we'll.
Tom King: Keep an eye on you and then that's a recipe that that person will be gone they're not going to be successful you've got to take your time.
Tom King: This is why you're always interviewing and you're having a pool and you'll hire multiple people for one position but eventually.
Tom King: it's going to save you money in the long run, even though you hired to to get one it's going to save you money.
Tom King: In the beginning we'll put something together if you're interested, we can give you a eight week ramp up schedule we're going to go through it all.
Tom King: Here today but week one it's just like product knowledge they don't need to know everything about your product one week one, because what I wanted to do first is learn how to.
Tom King: Set appointments and that's the fundamental part of admissions as appointment setting so get them appointment setting within the first week.
Tom King: Then I can start showing them how to present how to close and more about the programs in week two if they're overwhelmed and week one with all this product knowledge you're giving them stop.
Tom King: giving them the basics of appointment setting covering get them role playing and practicing every day week to appointment setting week three can start talking about presenting and closing and getting deeper and product knowledge.
Tom King: By the end of week, for they should be operating at about 50% of the kpis you expect by the end of week.
Tom King: Six or so probably closer to 60% and by the end of week a they should be around 70% of the kpis that you're expecting of a standard REP.
Tom King: By week eight so by the 90 day mark we're probably somewhere close to 80 to 90% of the way there, but now that 100 they won't be at 100% to close to six months.
Tom King: So, at that point, I know we've got a little bit of time left, we wanted to open it up for you guys for any specific questions that you may have any questions for us, you want to type them in chat or if.
Tom King: they've sent any of the Karen knows a lot of information to take in a short period.
Lex: questions.
Tom King: Any questions.
Tom King: As I mentioned that first interview you're only going to get 30% to show, so you need to have a pretty significant pool if you're only going to invite 25 people.
Tom King: And a third of those show you're going to get like eight people to show up you might not find anybody and eight people.
Lex: Right.
Tom King: Because you need.
Tom King: A large pool and that's why the virtual interview allows you to go big right and you give people only 60 seconds to answer a question.
Tom King: that's it they get 60 seconds of their why 60 seconds to tell me about yourself that's it maybe 30 seconds because really all you need to assess just a couple of those intro traits.
Lex: Right, but very, very severe when it comes to if someone rsvp because initially, you have the Ad then they apply, then you have them rsvp by sending them an email with the link to your zoom chat room.
Lex: And so here's the link, let me know you're going to attend from the people who would say they will attend 30% show, and if they know show no call no contact don't let them in again they show you who they are, and it's a really quick way to assess a lot of different elements.
Tom King: The other thing you'll find in that first round is 30% will show, but another 5%.
Lex: will leave drop off during that.
Tom King: During the interview because they're going to look and see this group interview they're going to hear the first question and they're going to decide this isn't for me.
Tom King: I don't want to have to answer it, why should I have to answer these questions, I want to you know talk about my resume and all the great things i've done.
Tom King: They don't they won't like the process, so they will drop out or they're uncomfortable on zoom.
Tom King: or something you'll see who else they're competing against and they'll just decided to drop out with they're doing you a favor.
Tom King: If you want the job you'd stick around so you're going to find the people that want it, I don't understand why 60% of people won't show up.
Tom King: Maybe they've already taken a job you know, but if you run an ad on Sunday, a great ad you get enough you'll get enough resumes by end of day Monday, most likely.
Tom King: to set up a Tuesday first round, then you can do a Wednesday second round of Thursday final round and make your offers.
Tom King: I get accepted offers by Friday so within one week you can go through we've done over 1000 resumes you know 1000 people in a week a week's time so thousand candidates in one week you think you're going to find some good people if you do 1000 candidates in one week.
Lex: It is a numbers game and, by the way, on the flip side is a lot of people most the majority of people end up loving this process.
Lex: Especially the second round where they interview they learn something in this life coaching.
Lex: And they get to know other people do you actually get a lot of goodwill, for your school as well, because most really enjoy the process.
Lex: But you get a few a few people who are negative that's just who they are don't dissuade yourself from doing this get a few negative sal's or sally's in there and tosh had a question.
Tom King: i'll get to that question because it's like it's like a good question, if you have a players not looking why so you've obviously not created a culture.
Tom King: Of that's people driven of finding the best people it's all related back to the culture and leadership that you said if it's, we need to find great people.
Tom King: Just like are great people I mean when you ask for referrals as an admissions REP.
Tom King: hey it's just fantastic Karen yeah that's you're enrolling we'd love to have more people, just like who would you know.
Tom King: that's just like you, are have the same drive, as you is the same thing applies to your employees, they should be on the hunt for good people your employees know who's not pulling their weight.
Tom King: Day employees know who is great, I want the great employees to know that they want now, they should be want to be surrounded by more great people.
Tom King: Because they you know you certainly know that while if susie's not carrying her way.
Tom King: I have to do her work now I would rather not have I want somebody else that you know is like me so who you know if you want somebody else they've worked has your work ethic, who do you know.
Tom King: You should be on linkedin you should be on you should be looking and you don't have to find people in your industry.
Tom King: You know who do you know that's you know again working at the bank working at bestbuy working at home depot working at.
Tom King: You know any kind of a rival company right cool you know who knows there's great people everywhere there's so many of them why can't we just reached out to people that we've met that we think are really fantastic and see if they're interested and if they're not they know.
Tom King: i'll take the recommendation of somebody who's awesome that this is maybe not the right fit for them, but they might know somebody.
Tom King: My old referral chain.
Lex: And here's something else too is the question is, do don't do you know, anyone who you know write that down who do you know that's the question.
Lex: Number to go out in the field as a manager owner director director of admissions go on the field go to bestbuy.
Lex: you're going to see who's personable you can absolutely outbid what they're making and have them hired within a week.
Lex: And then have them work with you, you know testing asking questions are they personable do they go over and above what are they is point hates over there.
Lex: So go out and about in the field, be creative do some guerrilla warfare warfare, but gorilla gorilla.
Lex: You know sourcing of people to go to banks, you know we ever customer service people would be and you're going to find some great employees, you can already know how they feel to you in the wild, so to speak.
Karen Fisher: This has been great Thank you so much i'm just being mindful of time I see Thank you amanda for letting us know that you're that you're sending off.
Karen Fisher: Any last few words, did I cut you off at all.
Lex: No good.
Lex: where's complete.
Lex: And also.
Lex: Well, I do have one thing, but if anyone would like to know more specific information about anything we shared email Tom at the art of the missions COM or alexa the art of the mysteries calm happy to share do a free session with you and see how we can help you.
Karen Fisher: we're absolutely going to follow up with everyone who participated we're going to send you an email with the recording and contact information as well, I personally would love a follow up the document the eight steps.
Karen Fisher: That you mentioned Tom or the for onboarding that sounds amazing.
Tom King: I will send it out to i'll send it to you and then anybody who requested.
Tom King: To you, you can get it out to them.
Karen Fisher: yeah fantastic thank you both so much for joining us and.
Karen Fisher: so happy to have you and I hope that we can have you back, because this was a wealth of.
Karen Fisher: Knowledge and.
Karen Fisher: I really appreciate you both and your time so.
Karen Fisher: I think it's a long weekend for you guys and us too, so have a great.
Tom King: Great job great weekend everybody.
Lex: The Thank you Thank you to shane and every one of you for having us as well.
Karen Fisher: But I think.
Lex: All right, bye buddy.