Hiring properly is one of the keys to engaged employees — making sure that the people you hire are the kind of people you want as part of your team.

I recently went to the hardware store looking for a part for a door. The first person pointed me in the right direction – no luck. I asked a second person who directed me to a third person who directed me to a fourth person.

Finally the fourth person took me directly to the appropriate section and then when they were also unable to find the correct part, looked on the computer to find it.

Everyone one in this chain had the “competence” of knowing where to look, but only 1 person had the “character” to make the time to take me there.

At Pret a Manger, they hire happy people and teach them how to make sandwiches versus trying to teach people who know how to make sandwiches how to be happy.

Be clear on the character you want and then make sure your hiring practices build in the behavioural requirements.

Cheers!