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“WILL DO looks at a person’s motivation to
perform the role. What’s driving them? Are
they aligned with the mission and vision of
your organisation?
“WILL FIT is perhaps most important, as it
determines whether they going to fit into the
culture of your organisation. They become the
face of your brand – are they who you want to
be judged on?”
TIP #2: ASK THE RIGHT QUESTIONS
“There are many interview questions you can
use to help you determine whether a
candidate will be a good match for your values
and company culture. Explore your
candidate’s motivations by asking: ‘What
makes you passionate about the industry?’,
‘What attracted you to the role with my
organisation?’, and ‘How does this role fit into
your short- and long-term goals?’.
“To get an insight into how they may
interact with your clients, ask questions such
as: ‘Describe a time when you had to deal with
an unhappy client. Why were they
distressed?’, ‘What steps did you take to
remedy the issue?’.
“These broader motivational- and
behavioural-based questions will really help
you to assess whether the candidate will be in
alignment with your brand and culture.”
TIP #3: COMMUNICATION IS KEY
“As part of the onboarding process, you need
to help your new employees understand
precisely what is expected of them, not
just in terms of hours, travel and the other
nuts and bolts, but also in terms of
company culture. This is true of anyone
who represents your business – whether
they are a full-time hire, a casual or a
sub-contractor you have brought on
for one project. It’s also much
easier to do when you have already
ensured their values align with
yours during the
interview process.
“When it comes
down to it, if you
hire people who
are on the same
journey as you,
and you can
clearly articulate
what part they are
playing, you’ll have
loyal employees who
positively represent
your business.”
IT’S A SOCIAL
WORLD:
PROTECTING
YOUR
REPUTATION
ONLINE
The power of social media
to help build your business
is undeniable, but if not
managed well, it can have
a significant impact on
your brand’s reputation.
Below, social media and
PR expert Odette Barry of
digital marketing agency
Odette & Co shares her
golden rules for getting
social the right way.
TIP #1: ALWAYS ACT
WITH INTEGRITY
“With anything that you do
online, you need to be
comfortable that you have
acted with integrity,
honesty and kindness.
Anything outside of that
will always bleed into
behaviour that your clients
or your business will suffer
from. You need guidelines
around the appropriate
tone of voice, subject
matter and general
behaviour to ensure the
business is being
represented well,
consistently.”
TIP #2: PAUSE BEFORE
RESPONDING TO
CRITICISM ONLINE
“Responding to criticism
online is an art form.
Always breathe, step away
from the words (and any
anger that they might
provoke) and avoid
responding before you
have made space for this.
For many, you are your
brand in person and
online, so I’d recommend
approaching a public
conversation with
empathy to try to
understand where this
criticism has come from.
Why are you receiving
this complaint or
negative feedback? Is it
warranted? Many people
are tempted to delete
any negative comments
they receive online in a
form of knee-jerk damage
control. But, in general,
responding constructively
will end up being better
for your business
reputation than deleting
negative feedback – it
shows that you are,
indeed, human.
What’s more, a complaint
that has been visibly
well handled on your
social media
demonstrates to
customers and your
followers that your
customer service is good,
and you are focused on
finding a resolution.”
TIP #3: SHARE AS MUCH
AS YOU ARE
COMFORTABLE WITH
“Many people feel
conflicted about how
much, or how deeply, to
interact with clients online.
It’s a personal preference
– if your relationship with
your clients is friendly, then
it makes sense to extend
that into the digital
domain. However, if you
(or your employees) are
inclined towards sharing
videos from your weekend
festivities or multiple
updates about your cat’s
bowel movements and
you would prefer not to
have your client watching
your every move, you
might like to have a firm
boundary in place.”
AUG – SEPT 2019 GEMCELL.COM.AU
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