Carrier Recruitment and Development

1. Carrier Recruitment and Development Frank Maier: The Huntsville Times Michelle Smith: Biloxi Sun Herald

2. Carrier Recruitment and Development Recruiting Winners Interviewing and Selecting Orienting/Developing New Carriers

3. Recruiting and Selecting Carriers Why is it important that we recruit well and select carriers carefully? To attract �winners� Minimize carrier turnover Reduce costs associated with orienting carriers Maintain customer satisfaction and retain customers longer Enhance DM productivity Spend less time �fighting fires� Spend more time coaching for productivity

4. Recruiting and Selecting Carriers-Steps for Effectiveness Recruiting sources and techniques Develop profile of the ideal carrier Set expectations Conduct structured interviews Evaluate applicants and make a decision

5. Recruiting Sources and Techniques Sources Referrals from other carriers Competition Interviews Church groups Recently contracted carriers Colleges Coworkers

6. Developing a Profileof the Ideal Carrier-a �Blue Print� Personal Traits Intelligent Positive attitude Motivated and ambitious Good listener Organized Creative Self-confident Responsible Experience Customer service Independent contractor Collections Previous delivery experience Communication Skills Dependable Long-term work history

7. Setting Expectations Fulfilling contract agreement Meet delivery deadlines Maintain CPT of ____ Reduce non-payment stops by __%. Increase number of subscribers on route by ____ %. Increase PBM subscribers by ___%. Provide satisfactory substitute.

8. Interviewing Make applicant feel comfortable and at ease Be professional, no matter where the interview takes place Explain agenda for meeting and time table for interview and selection process Discuss applicant background Ask pre-arranged questions Review expectations of a carrier--based on contract requirements Ask applicant for reaction to what he has heard Discuss compensation or potential income Close the interview Evaluate the applicant

9. Interviewing Tips The Setting: comfortable, quiet, with no interruptions 80/20 rule: Interviewer should only do 20% of talking. Ask open ended, probing questions. Questions: Begin with short background information, then work into more open ended questions related to experiences. Probing questions for clarification. Body language--be aware of your body language and the applicant�s. Take notes�ask permission by saying it helps you remember who said what.

10. Questions for Interview What is your present occupation? Do you have delivery experience or experience as an independent contractor? Do you have experience working early morning hours? Why do you want to be a carrier? Do you have sales experience? Are you able to make a 1 year commitment to a newspaper 365 days a year? Do you have an alternate vehicle? What commitments do you have that might conflict with route delivery? Do you have someone who can substitute for you in the event that you are not able to deliver? What does customer satisfaction mean to you?

11. Evaluating Prospects Compare the applicants against the profile and against each other. Components of an evaluation form: Success patterns Personal characteristics Comments Summary statement Decision

12. Contracting with Carriers Make appointment to review contract Review subscriber expectations Detail orientation process and your involvement in it Have copies of contract on hand Review all contract points, including geographic delivery area, and invite questions Check for understanding of all terms Offer route and negotiate agreement terms Signatures, etc. Provide copy of contract and supplementary materials to carrier

13. Orienting and Developing Carriers On average it takes a week to properly orient a new carrier. Some topics to cover: Checklist Geographic area of route Customer expectations Maintaining route list Contact numbers Handling emergencies Customer service Daily messages on bundle tops Operational procedures Checklist after 2 weeks

14. Dos and Don�ts DO: Spend a week orienting a new carrier (Invest the time in the beginning.) DO: Provide material that gives carriers suggestions and explains daily messages on bundle sheets DO: Day 1-- Demonstrate proper delivery DON�T: Take shortcuts (I.e. don�t speed, don�t deliver haphazardly, follow the tape or route list) DO: Keep independent contractor status in mind at all times DO: Ask for feedback from carrier to ensure understanding and develop your relationship. DO: After carrier delivers alone, check in with him or her�for questions, feedback, suggestions DON�T: place a carrier on a route without proper orientation.

15. Success Recap... Recruiting and Selecting Carriers Developing a Profile--The Ideal Carrier/A �Blue print� Setting Expectations Interviewing Orienting/Developing New Carriers Relationships count!