Why Your Hiring Process Doesn’t Work (and How to Fix It)

When you were a kid, what did you want to do when you grew up? For many, it might have been “working with cool machines.” While there are children who dream of doing what dealers do every day, few likely envision the hiring process itself. However, a well-structured hiring process leads to a great work environment and increases employee retention, making you smile when you walk in the door.

Steps for Effective Hiring

• Have a clear job description and benchmark the position
• Find candidates
• Conduct a phone interview
• Meet for an in-person interview
• Do a final interview

While these steps may not fill a position quickly, they help find someone who will positively impact your department or dealership and is more likely to stay long-term.

Common Hiring Pitfalls

• No Defined Process: Many rely on gut instinct rather than a structured approach.
• Misunderstanding Needs: Instead of hiring another parts person to manage counter chaos, you might need a parts support person to handle stocking, allowing existing staff to focus on customers.
• Ignoring References: Just as you’d seek opinions before purchasing equipment, checking 3–5 references provides valuable insights.
• “Sink or Swim” Training: Modern dealerships require ongoing training, not one-time instruction. Without it, employees are set up for failure.
• Seasonal Staffing Challenges: Balancing peak-season demand with budget constraints during slower periods is critical. Post-season evaluations help determine if current staff will contribute to next year’s success.

Training as a Competitive Advantage

With competition from big-box retailers, training becomes a secret weapon. Crescent Springs Hardware in Kentucky has thrived despite a Home Depot across the street by prioritizing training and customer service.

“We like to hire in the winter and train aggressively for the coming spring because once it arrives, it is incredibly busy,” said Parts Counter Salesperson Justin Ishmael. “That way, no matter how big or small a customer’s issue may be—whether it involves a $2 part or a $2,000 piece of machinery—we’ll always put the same amount of effort into helping them.”

Seasonal Workforce Planning

Scott Mason of Agri Products in Ardmore, Oklahoma, highlights the challenge of seasonality: “We need to be properly staffed to meet high demand in peak season while managing budget constraints during slower periods. Finding the right balance is difficult.”

Post-season evaluations are a best practice to assess whether current employees will contribute to future success.