Sramana Mitra: If you were to synthesize that, what makes people successful in a dental office?
Greg Moran: This is for one company. I think there is a universality to this. What makes somebody successful in a fast-paced retail environment is nothing that isn’t intuitive. It’s really about the customer service focus. It’s about their judgement under stress. When they have irate customers, how are they going to deal with that? It’s obviously about their trustworthiness.
We’re really looking at a very rounded picture of an individual there to get a sense of, not only how they will interact with customers, but also how they’re going to interact with their co-workers. A lot of the work that we do is focused on very high-volume hiring. In companies like Subway, Aspen Dental, or Disney, thousands of people are getting hired for the same jobs over and over again. It’s really about understanding those characteristics.
To a larger extent, we’re looking across retailers, restaurants, hospitality organisations—those characteristics have a lot of commonality. What starts to vary a little bit is the culture. We’re really measuring both parts. It’s not only the job fit but also the culture fit.
Sramana Mitra: If you look at the high-volume hiring industry in general, what are some areas where there are open problems and opportunities to do more and different stuff with essentially applying technology?
Greg Moran: If I were starting a business today loosely focused around the kind of work we are doing, I think that there is still enormous opportunity in helping organizations to market to talent. Hiring has changed significantly over the past decade in that organizations today really need to view hiring as a sales process in many ways. That means getting beyond running ads and all the traditional things that organisations would do to recruit talent. It needs to be viewed as a core competency.
I think there’s an awful lot of opportunity today as you look at the market. We’re able to help a company understand what type of person is going to be successful in their environment and then market to those people as opposed to waiting for them to come find you. I think there are tremendous opportunities to apply a lot of the principles of digital marketing and marketing automation into the recruitment process. If I were starting over today, that’s probably where I’ll be focusing much of my attention.
Sramana Mitra: Thank you for your time.