The first person I ever hired still works with me—more than 20 years later. At the time, it felt like a gamble; we needed help, money was tight, and I worried about getting it wrong. Two decades on, that hire ranks among the best decisions I’ve made. Not every hire turns out that way (I’ve had misfires too), but there’s a pattern behind the wins: clarity up front, a simple process, and an onboarding plan that actually sets people up to succeed.
Know exactly what you need (and what you don’t)
Before you post anything, list the top five outcomes you want in the next six months. Not tasks—outcomes. For example:
- Reduce order errors to under 1%
- Get quotes out within 24 hours
- Keep shelves full and back room labelled
- Answer phone/email within one business hour
- Free the owner for eight hours a week to work on growth
Translate those into 3–5 core responsibilities and a few must-have capabilities (e.g., steady with details, friendly on the phone, can lift 20 kg, comfortable with a POS). This becomes your “role scorecard.” If a task doesn’t move an outcome, cut it.
Write a posting real people can read
Ditch jargon. State the schedule, pay range, location, and deal-breakers. In 120 words, say who you are, what the job achieves, and how success will be measured. End with a simple screen: “Send a résumé plus three lines on a time you made a customer’s life easier.” You’ll learn more from those three lines than a cover letter template.
Source where your next hire already is
- Ask your best customers if they know someone.
- Post to your Google Business Profile and social channels.
- Put a small, clear sign at the till or on the door.
- Tap local colleges, trades schools, and community groups.
- Employee referral? Pay a small bonus after 90 days.
A simple, two-step interview flow
Step 1: 15-minute phone screen. Confirm availability, pay expectations, commute, and a quick story about helping a customer or fixing a mistake.
Step 2: Practical trial. One to three paid hours doing real work alongside your team: receiving, labelling, quoting, or answering a mock call. You’re looking for attitude, pace, and judgment—not perfection.
If needed, check two references with three questions: What did they own day-to-day? Where did they shine? When did they need support?
Make a clear offer
Put it in writing: role, pay, schedule, probation length, who they report to, and how performance will be reviewed. Include the first-week plan (below). Clarity beats hype.
Onboarding that actually works (30/60/90)
Day 1–7: Basics and belonging
- Tour, introductions, uniforms/keys/logins
- Shadow checklist for the top five tasks
- Safety, service standards, and how to escalate problems
- Win of the week: one small goal they can hit by Friday
Days 8–30: Competence and confidence - Independent reps on core tasks (with spot checks)
- One 15-minute check-in each week: what’s clear, what’s fuzzy, what’s next
Days 31–90: Ownership and pace - Add a secondary responsibility (e.g., stock counts, weekly quotes report)
- Review the scorecard outcomes; agree on two improvements for the next quarter
Keep what works, coach what doesn’t
Great hires grow when they get timely, specific feedback. Use the “SBI” format: Situation, Behaviour, Impact. (“Yesterday’s delivery, you labelled each box and updated the sheet—orders went out 20 minutes faster.”) Catch people doing things right. When something misses, coach once, document, and set a clear expectation with a date.
When it isn’t a match
It happens. That’s why probation exists. If the basics aren’t landing—attendance, attitude, honesty, or core tasks—act early. Be respectful, be clear, and stick to your policies and local employment standards. Ending quickly is kinder for everyone than letting a poor fit grind down your team.
Why my first hire stayed
Looking back, we lucked out—and we also did a few things right: clear outcomes, practical trials, honest pay, predictable schedules, and steady check-ins. We treated the role as important, not “helping out.” That respect goes a long way.
Your next step (a 45-minute sprint)
- Write your five outcomes and turn them into a one-page scorecard.
- Draft a 120-word posting with pay, schedule, and a simple screen question.
- Block two interview slots next week and sketch a one-hour trial task.
- Outline your 30/60/90 onboarding on half a page.
Hiring won’t be perfect every time. But with a clear aim, a simple process, and a real plan for the first 90 days, your odds go way up—and you just might find the teammate who’s still with you 20 years from now.
If you’re unsure how to structure the role, write the job description, or build a hiring process that protects your business, working with an experienced HR consulting team can help you put the right foundation in place before you bring someone on.