In today’s ultra-competitive market, one of the most important keys to success is housing a hard-working, qualified staff.

Having employees you can rely on gives you the edge over your competitors, as well as some peace of mind. The road to filling any shop or dealership with skilled employees is sometimes a long one with various potholes along the way, but it all begins with the hiring process.

How can you tell if the person applying for a job at your business is really as qualified, honest and experienced as they claim to be? Or even that they are who they claim to be? While the hiring process can be fraught with risks, from the questions you can legally ask to the potential of being accused of discrimination, there are resources available to ease the process.

Employee screening actually begins before the first interview with a candidate takes place. If you are posting the job opening on a Web site or in the classified section of a local newspaper, be sure to take advantage of the first opportunity you have to narrow the field of unqualified applicants. To the best of your ability, describe the position’s duties, along with any technical knowledge and skills required to perform the job well. Also, establish performance goals and expectations associated with the position, so applicants can get a clear picture of what you want them to accomplish. This should cut down on the number of people who aren’t really serious about the job, saving you time in the long run.

After you’ve narrowed the applicants and scheduled interviews with a number who may seem qualified for the position, prepare a basic list of questions to ask each person. Here’s the first place to watch your step in order to avoid asking illegal questions or being accused of discrimination. A good rule of thumb is to limit your questions to only those that will provide information about the applicants’ ability to perform the duties of the job.

For example, you may want to ask questions related to some of these topics: prior experience, strengths and weaknesses, how well the person feels they interact with customers and coworkers, how the applicant deals with stress, or what the applicant thinks makes them the ideal candidate for the job.

However, it is illegal to ask questions regarding race, gender, religion, age, physical and/or mental status, ethnic background and sexual preference, or if any of these may impact job performance. If certain aspects associated with these factors could affect a potential employee’s job performance, there are ways to legally ask for that information.

For example, if the job may require the person to work on a Saturday or Sunday, instead of asking someone directly about their religious beliefs, you may ask them if they have a problem working those days. Or, instead of asking about children or if a person has adequate childcare, you could ask them if overnight travel or evening hours would be a problem, as long as the job requires such things.

There are several areas within the above categories that are acceptable to inquire about. While you aren’t allowed to ask how old an applicant is due to age discrimination laws, you may ask if they can provide proof upon being hired that he or she is at least 18 years of age.

It is also acceptable to ask if someone currently uses any illegal substances or if they have ever been convicted of a crime. You are allowed to request that an applicant submit to a pre-employment drug screening, or have them sign an agreement stating they understand that if hired, they could be subjected to random drug testing.

Asking if a person is a U.S. citizen is illegal, however, you may ask if they are able to provide proof that they are legally allowed to work in the United States. Non-U.S. citizens must be able to provide proper documentation that shows they have work privileges in the country, which allow you, as their employer, to file the required forms with the government.

Lastly, if the job will require any specific physical labor, it is acceptable to ask a candidate if they will be able to meet those demands, such as the ability to lift or maneuver a certain amount of weight.

Watch the Slips
Keep in mind that it is not uncommon for interviewers to slip up and ask an inappropriate question. Often, this happens when the applicant is trying to make friendly small talk and innocently ask about a person’s background. Applicants can react in various ways, either by answering the question, changing the subject, or simply stating they do not have to answer because the question is illegal. The last option is usually the least common, since applicants are trying to make a good impression and refusing to answer would bring the interview to a potentially awkward, screeching halt.

If you catch yourself asking an illegal question, either rephrase the query or apologize and move on. The applicant will likely be forgiving and willing to move on to the next question with you.

Preparing a list of questions in advance will help you avoid the above topics and will serve as a reminder for how to appropriately ask for related information. In response to a candidate’s answers, you may build additional questions during the interview, but using the same initial questions will ensure fairness and equal treatment of each applicant.

It is possible the job candidate will bring up one or more of those topics during the course of the interview, either in small talk or as part of an answer to a question you have correctly phrased.
 
This is his or her choice, and you shouldn’t treat the slip-up as a free pass to dig deeper about an inappropriate subject. It is best to listen to what the person has to say, then steer the interview back toward the list of questions you prepared ahead of time.

During the interview, don’t forget to include positive aspects and information about your business. One of the goals in an interview, in addition to finding the ideal person to fill the job opening, is to sell your company to applicants. Finding the perfect person for the job isn’t going to go anywhere if that individual isn’t impressed with your company or the way you run your business.

Ideally, the interview should be an exchange of information, rather than a one-sided question and answer session.

The Follow-Up
After you’ve gotten a feel for the personality and the  skills of a potential hire, it’s a good
idea to follow up by checking any references they may have provided. This is one of the easiest ways to gather additional information about an applicant, so take advantage of it.

The fair approach is to call each of the lead candidates’ references. It is more beneficial to check references sooner in the hiring process rather than later.

Make the calls once you’ve narrowed the field down to the top two or three applicants based upon their resumes and interviews, instead of choosing one candidate then making them a job offer contingent upon a positive reference check.

When speaking with a person’s references, use the opportunity to gain as much insight into the candidate’s work ethic and personality as possible.

Avoid asking “yes” or “no” questions, since they won’t produce detailed responses. For example, instead of asking “Was this person a good employee?” you should ask, “How would you describe this person’s work ethic?” If a reference gives vague or incomplete answers, it is perfectly acceptable to ask them for a further explanation.

Keep in mind that depending on the type of reference a person is, they may be limited in what they are allowed to tell you about an applicant. A personal reference, such as a close friend or peer, does not have the legal restraints as a professional reference like a past employer. In that instance, often references from smaller companies have more freedom to discuss the applicant, while large corporations may have policies that strictly limit what type of information people may pass along to you.

You may also want to consider using your suppliers and vendors to get a fuller picture of a candidate, especially if that person has previous experience in a business similar to your own and is likely to have interacted with them.

Sometimes, it is also possible to verify an applicant’s education and/or training.

Some schools will provide transcripts to potential employers, although many will give that information only to current or former students. However, most will confirm that the person did indeed attend the institution.

If you are considering hiring a recent graduate, many schools, particularly colleges and universities, will provide information on their Web sites about the current graduating class.

Even if the applicant did not list a past employer as a reference, you can call that business and verify that the person did indeed work there during the time span they claimed.

Double check the names and addresses of any candidates who may seem like a good fit for your business. Identity theft is an increasing problem, so it is important to make sure the person isn’t using a fake name or alias. Checking a person’s photo I.D. and comparing their address with the phone book or an online white pages is a quick way to ensure everything appears to be legitimate.

Other Options
There are many companies that offer to perform background checks for potential employees, from a criminal history to a credit report, but those come with a price tag and can be somewhat costly for smaller businesses. Depending on the type of position you are trying to fill, it may be worth the cost, which can range from $20 for a social security number verification to $250 and beyond for a complete background check. For example, a customer service representative or service technician probably isn’t worth the expense of a full background check, but if you’re looking for a business partner, the added cost may be worth the feeling of security a private investigation could provide you with.

If the job requires any type of driving, you are permitted to ask for a photocopy of an applicant’s driver’s license or insurance information. You can take that to the local police station or motor vehicles department and run a check, which will alert you to any accidents or legal problems the person has had recently.

Another place to look for information about an applicant is to check your local newspaper’s archives. Many newspapers now offer an online archive system that allows people to search for past articles, while others may offer hard copies of stories or articles on microfilm.

There are also several free, easy ways to conduct your own basic employee screening using the Internet.

It may seem obvious, but entering the applicant’s name into a search engine (Google, Yahoo, etc.) is one way to uncover any red flags.

Most name searches will be met with either no results or irrelevant results, depending how common the person’s name is. Even still, it’s a quick way to find out whether the applicant’s name has been in the news lately or what type of groups or community activities the person may be involved in. You can also narrow the field of search results by adding keywords like a city, address or company name, in addition to the applicant’s name.

Most cities and counties have court Web sites that offer free records searches to the public. These are valuable resources for checking into a potential employee’s past. A search by name can usually reveal any criminal or civil lawsuits the person has been involved in, as well as a traffic violations and records of court proceedings.

The last online option, though not quite as official as a government Web site, is possibly even more useful. Various social networks like Facebook.com, Myspace.com and Friendster.com are becoming quite popular, especially with today’s younger generations. These sites enable you to search for members by name, and then view a person’s homepage if it is not protected by any privacy measures.

There have been dozens of news reports on unknowing users of these sights, often juveniles, that post inappropriate or even illegal information on a homepage, only to have it discovered by parents, school officials, employers or potential employers. Viewing an applicant’s social network page, if it is open to the public, is completely legal. It can reveal their pictures, opinions and ideas, providing you with more insight to decide whether or not you want that person working for you.

With all the challenges that face companies today, it’s not worth leaving any stones unturned when making a hiring decision. Ultimately, the person you select will interact with customers on your behalf and represent your business within the community. It’s much easier to screen your employees before offering them a job than it is to correct their behaviors after you realize there’s a problem.