Learn how to attract top talent by using an interview process like the one we describe here.

*The following is an excerpt from our new book, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth

“Stop trying to find great employees; instead,
focus on becoming the type of business great employees find.”

It Is Better to Lose the Sale Than the Reputation

Losing the sale is difficult for any entrepreneur or senior leader. As leaders of businesses, we all want sales growth. It is our oxygen, it is what we strive for, strategize for. It is what most of our incentives are based on. However, anytime you allow a less than excellent employee or untrained rookie to serve a customer in order to capitalize on the sale, you compromise the experience you provide to your client and will lose sales in the long run. You will never recover from the poor reputation or the impression that client now has about doing business with you. You will lose the client, and worse, the brand assassination that customer does will deter potential customers from doing business with you.

Too many companies try to solve staff shortages by hiring people as fast as they can just to fill positions, and they also keep employees with bad attitudes. But in any job market, the cost for employee turnover is high: Replacing exiting workers costs one half to two times the employee’s annual salary, according to Gallup’s “State of the Global Workplace.” The cost is borne not only in time spent recruiting, screening, and training new employees, but in employee morale, lack of consistency in customer experience, and existing team members questioning their decision to stay.

“The brands that will survive the next decade will be the ones
that remained relentless with their hiring standards.”

We have had the pleasure of working with NewDay USA, a mortgage company for active service members, veterans, and their families, for nearly a decade now. NewDay’s commitment to providing a world-class veteran experience is impressive to say the least. And like any organization that is committed to consistently delivering a world-class customer experience, the type of employee they attract and hire is critical.

The mortgage industry is extremely competitive when it comes to recruiting new employees from colleges. Franco Greco, innovative chief revenue officer at NewDay USA, shares how NewDay differentiates itself in the recruiting wars. “We follow a
meticulously scripted recruiting process. Candidates are required to visit our office for a firsthand experience, which we fondly refer to as ‘hitting the marble.’ During their visit, candidates spend a minimum of an hour shadowing an Account Executive (AE) to deeply understand the role they’re applying for. We maintain a professional aesthetic, requiring candidates to wear suits for their interviews, aligning with our in-house AE dress code. Interviews are conducted by potential mentors. Interestingly, these mentors must voluntarily offer their time for training, even if it means pausing their regular duties. This ensures that mentors are genuinely invested in their mentees’ growth.”

Here are a few examples of NewDay’s interview process:

Newday Interview Script1, The DiJulius Group

Newday Interview Script2, The DiJulius Group

Newday Interview Script3, The DiJulius Group

Newday Interview Script4, The DiJulius Group

Newday Interview Script6, The DiJulius Group

Newday Interview Script7, The DiJulius Group

Newday Interview Script8, The DiJulius Group

Keeping Top Talent

Utilizing Leadership Training to Retain Top Talent

NewDay USA understands that attracting top talent is just the beginning. You need to have processes in place to retain them as well. Retaining top talent is crucial for sustained success and growth. While competitive salaries and perks are important, one often overlooked strategy is investing in leadership training programs. Not only do these programs develop the skills of current leaders, but they also play a significant role in keeping top talent engaged and committed. Here’s how:

1. Career Development Opportunities

Leadership training programs offer top talent the chance to enhance their skills and advance their careers within the company. Employees are more likely to stay in organizations where they see a clear path for growth and development. By offering structured leadership training, you demonstrate a commitment to their professional advancement, which fosters loyalty and engagement.

2. Recognition and Appreciation

Being selected for leadership training can be a form of recognition in itself. It signals to employees that their contributions are valued and that the company is willing to invest in their future. This appreciation boosts morale and encourages employees to continue performing at their best.

3. Skill Enhancement

Effective leadership training equips employees with the skills needed to succeed in higher positions. This not only prepares them for future leadership roles but also makes them more effective in their current positions. Improved skills lead to higher job satisfaction and confidence, reducing the likelihood of talented employees seeking opportunities elsewhere.

4. Fostering a Culture of Continuous Learning

Companies that prioritize leadership training create a culture where learning and development are integral parts of the organizational ethos. This culture not only attracts ambitious individuals but also encourages them to stay as they have access to ongoing learning opportunities that support their professional growth.

5. Building Stronger Teams

Leadership training often involves collaborative activities and team-building exercises. This fosters stronger bonds among team members and improves overall teamwork. Employees who feel connected to their peers and have positive working relationships are more likely to stay with the organization.

6. Aligning with Company Values

Leadership training programs can be tailored to reflect the company’s values and mission. When employees see that the organization invests in developing leaders who embody its core values, they are more likely to feel a sense of alignment and purpose, which strengthens their commitment to the company.

Leadership Training

Leadership training is not just about preparing the next generation of leaders; it is a powerful tool for retaining top talent. By investing in these programs, companies demonstrate their commitment to employee development, career advancement, and a positive workplace culture. This investment pays off in the form of increased employee retention, higher morale, and a more skilled workforce ready to tackle future challenges. As businesses continue to evolve, leveraging leadership training as a strategy for talent retention will remain a valuable competitive advantage.

NewDay USA has consistently invested in training their team. One of the programs they have utilized is The DiJulius Group’s Experience Executive Academies. NewDay USA’s CEO selects several developing leaders each year to attend. These courses offer new leaders the opportunity to learn from seasoned leaders, exchange ideas, and gather best practices. It allows them to build confidence while preparing for their role.

The Customer Experience Executive Academy and The Employee Experience Executive Academy are both appropriate for both new and experienced leaders. Each are part-time twelve month courses that meet in person for 2.5 days each quarter.

“In essence, what sets NewDay USA apart, especially for millennials and Gen Z, is our dual focus: A clear progression plan that caters to their career aspirations and a noble cause that adds purpose to their profession. While compensation is undoubtedly essential, I firmly believe that these younger generations prioritize growth opportunities and impactful roles over mere financial gains.” Franco Greco, NewDay USA, CXE Academy attendee.

Customer Experience Executive Academy (CXE Academy),

Each classroom session is a combination of lecture and interactive workshops. Initially, the students will learn what a customer experience organization looks like in another company by obtaining information regarding history, implementation, key performance metrics, and success through interviews.

Students will then be challenged to develop a custom strategic plan for their organization while assessing the current state of service and work to build a culture that delivers world-class experiences consistently, while being able to train and educate their colleagues accordingly. This will be demonstrated in the form of a presentation given to the rest of their classmates for input and review.

“Such exposure provides our employees with a purpose that transcends typical job roles, fostering a strong bond with our mission to assist veterans in dire need,” NewDay’s
CEO, Rob Posner

Employee Experience Executive Academy (EXE Academy)

Each session of the EXE Academy also involves lecture and interactive workshops. Students build presentation and story-telling skills while working to create an environment where teams thrive and innovate.

From recruitment to onboarding through developing the next generation of leaders, students learn to build an organizational culture that attracts and retains top talent.

To learn more about the Experience Academies or how you can enroll, schedule a call with Claudia.

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