In service-based businesses, recruitment plays a pivotal role in shaping the quality of the service delivered to customers, the culture within the organisation, and the long-term success of the business. Careful recruitment is not just about filling positions—it’s about finding the right fit for the company’s values, goals, and work environment.
Service-based businesses rely heavily on the skills, professionalism, and attitudes of their staff. Unlike product-based industries, where physical goods are the focus, service industries are centred on human interaction. Employees are the face of the business, responsible for building relationships with customers, resolving issues, and maintaining a positive reputation. Thus, the recruitment process is critical to ensuring the right people are in place to represent the brand and deliver exceptional service.
Beyond highlighting its importance, how can businesses ensure they hire the right people? Here’s how we approach recruitment at AP Group to ensure we’re hiring the right people:
1. Start with Clearly Defined Company Values
We believe that successful recruitment starts with a strong foundation: knowing who we are as a company. At AP Group, our values guide every decision we make. Before beginning the recruitment process, we revisit these principles to ensure they are reflected in the job description, interview questions, and selection criteria.
When candidates share our commitment to integrity, collaboration, and continuous improvement, they are more likely to thrive in our culture. For example, we ask interviewees questions like:
• “What does teamwork mean to you?”
• “How do you approach challenges that require innovative thinking?”
Defining our values helps us articulate exactly what we’re looking for in a candidate, creating a clear pathway to finding the perfect fit.
2. Clearly Define Roles and Expectations
With our values in mind, we craft detailed job descriptions that go beyond technical skills. We highlight the behavioural traits and cultural attributes that are essential for success in the role and within our team. This clarity not only attracts the right candidates but also sets expectations from the outset.
3. Assess Cultural Alignment Alongside Skills
At AP Group, we believe hiring for cultural fit is just as important as hiring for technical competence. We explore how candidates align with our values during interviews by asking open-ended questions like:
• “What motivates you in a workplace?”
• “Can you describe a time when you contributed to a positive team environment?”
This dual focus ensures we build a team that works cohesively while delivering exceptional client service.
4. Go Beyond the Resume
A candidate’s technical qualifications are only part of the story. We delve deeper to understand their adaptability, emotional intelligence, and problem-solving capabilities. Through scenario-based questions and behavioural interviews, we assess their ability to handle the dynamic challenges of our industry.
For instance, we might ask:
•“Tell us about a time when you had to resolve a conflict with a customer or colleague.”
These insights help us identify individuals who will excel in high-pressure, service-oriented environments.
5. Involve the Team
We value a collaborative approach to hiring. Involving team members in the recruitment process—whether through panel interviews or informal meet-and-greets—provides additional perspectives on a candidate’s fit. This helps ensure new hires integrate seamlessly into our existing culture.
6. Conduct a Thorough Vetting Process
We take the time to conduct multiple interviews, perform reference checks, and sometimes include practical assessments. This rigorous process allows us to make confident decisions, ensuring every new hire strengthens our organisation.
7. Hire for Potential and Invest in Development
At AP Group, we look for candidates who demonstrate a growth mindset. We ask questions like:
• “What skills or knowledge are you currently working to improve?”
Hiring individuals with a willingness to learn allows us to invest in their development, fostering long-term loyalty and growth.
8. Provide Strong Onboarding
Recruitment doesn’t end when a candidate accepts the offer. Our structured onboarding process helps new hires align with our values and hit the ground running. We provide tailored training and mentorship to support their success.
Why We Take This Approach
Rushing to fill a role may seem tempting, especially during periods of rapid growth, but we’ve learned that careful recruitment is worth the time. Hiring the wrong person can disrupt team dynamics, diminish client satisfaction, and ultimately cost more in turnover and lost productivity.
By taking a thoughtful approach, we ensure every team member embodies our values, enhancing the experience we provide to our clients and reinforcing our reputation as a trusted leader in our field.
Conclusion
Careful recruitment is essential for service-based businesses that aim to provide high-quality service, maintain a positive workplace culture, and achieve sustainable growth. By following these practical tips, you can have more confidence in your new hires, foster a collaborative and motivated team, and build a strong foundation for long-term success.
We really believe that hiring the right person isn’t just filling a role—it’s investing in the future of the business.
Written by Robert Whelan, Managing Director – AP Group
AP Group are the leading pharmacy experts in Australia, helping hundreds of pharmacists into ownership every year – our team can help with sourcing finance for your purchase, as well as providing the right legal advice to help you navigate the process.
We connect existing pharmacy owners with over 5000 ready and eager investors via our cutting-edge online Data Room. Our Data Room keeps confidential listing data secure and allows buyers to make informed decisions on each of our pharmacies for sale.
About the Author:
Rob Whelan’s hardworking and entrepreneurial nature is how he built AP Group from start-up to the largest specialised pharmacy brokerage in the country. And he’s showing no sign of slowing down (his two young, energetic daughters will make sure of that, too).
Thought leader. Problem solver. Big picture thinker. They’re a few of the words often used to describe Rob.
He’s worked in the pharmacy space for more than 2 decades — from franchise development at Terry White Chemmart to Operations Manager of the Pharmasave Group. He’s also held roles in branded OTC products, generic and branded medicines, brand development and pharmacy group operations. With a resume like this, it’s easy to see why there are few people in the pharmacy industry with such diverse knowledge as Rob.
When asked what he loves most about his role, Rob is particularly proud of the team they’ve built. Each individual brings their own unique experience to the role, all coming together to form a close-knit team with shared goals. For Rob, being able to have a positive impact on their career (and life) is what gets him out of bed each morning. Well, that and having to make the school lunches.