--- title: How to hire (and retain) someone with a service mindset description: Here are five tips from our own experts on finding, keeping and nurturing team members with a service mindset: image: https://blog.payworks.ca/hubfs/BlogPost_March30.jpg --- [Skip to main content](https://blog.payworks.ca/how-to-hire-and-retain-someone-with-a-service-mindset#maincontent) [Skip to footer](https://blog.payworks.ca/how-to-hire-and-retain-someone-with-a-service-mindset#footer-en) ![Text reads, “Five tips for finding, keeping & nurturing excellent service team members”. ](https://blog.payworks.ca/hubfs/BlogBanner_October7.jpg) # How to hire (and retain) someone with a service mindset Mar 30, 2022 [Resources](https://blog.payworks.ca/tag/resources) ![Payworks](https://blog.payworks.ca/hubfs/Payworks%20February%202019/Images/inTheLoop-ring-150px.png) Payworks Share this article [![Share this on Facebook.](https://blog.payworks.ca/hubfs/Payworks%20February%202019/Images/button.gif)](https://www.facebook.com/sharer/sharer.php?u=https://blog.payworks.ca/how-to-hire-and-retain-someone-with-a-service-mindset) [![Share this on Twitter.](https://blog.payworks.ca/hubfs/Payworks%20February%202019/Images/button.gif)](http://twitter.com/share?text=A%20great%20article%20from%20Payworks!&url=https://blog.payworks.ca/how-to-hire-and-retain-someone-with-a-service-mindset) [![Share this on LinkedIn.](https://blog.payworks.ca/hubfs/Payworks%20February%202019/Images/button.gif)](https://www.linkedin.com/shareArticle?mini=true&url=https://blog.payworks.ca/how-to-hire-and-retain-someone-with-a-service-mindset&title=&summary=&source) While many small businesses across Canada are currently [struggling to staff up](https://blog.payworks.ca/leveraging-tech-to-plan-a-safe-strategic-return-to-work?hsLang=en-ca), some of the most hard-hit are those looking to fill client-facing roles. Not only can it be challenging to find qualified candidates, but how can you make sure you find the right people for your unique needs? ## Here are five tips from our own experts on finding, keeping and nurturing team members with a service mindset: ### 1. Prioritize positive qualities and transferable skills over industry experience. While a demonstrated interest in your industry is obviously a plus, when you’re hiring for a client-facing and service-based role, your best move is to identify candidates whose main passion is connecting with and helping people (both clients and colleagues!). Think of the local barista who knows your usual order by heart or the mechanic who explains your options pressure-free. Individuals who are similarly empathy-driven are the ones who’ll leave the most positive impression on your customers. Adaptability and curiosity are also excellent qualities upon which to evaluate candidates, given the fact that your clients’ needs have likely changed rapidly and repeatedly (especially over the past couple years!). You and your clients will be in good hands with someone who not only knows how to ask the right questions to get to the root of the problem, but can also think outside the box to solve it. ### 2. Ask questions that allow a candidate to show their true selves… Anyone applying for a service role is likely to tell you they’re interested in people… but how do you know if they’re telling the truth? One of the quickest ways is to seek out specific stories and real life examples from your candidates, rather than keeping things theoretical. So instead of “what’s your biggest weakness?” try “let’s talk about a challenge you faced or a mistake you made and how you dealt with it!” instead. Ask them about something they love doing (even if it’s an off-the-clock hobby) so that you can see how they light up when they talk about it - do they demonstrate passion and energy? Every question should be thoughtful and intentional, giving that person an opportunity to show their real, authentic self as opposed to just what they think you’re looking to hear. ### 3. …and keep an eye out for non-verbal clues as well. Relationship-building and connection with the human being on the other side of the screen (or phone, counter, table, and so on!) is a critical component of any service role. So don’t discount the small talk before the formal interview even begins - is your candidate someone who can jump in with both feet and help all parties feel connected, or do they hold back and make the other person do the heavier lifting? After all… any future clients of theirs would initially be strangers too. ### 4. Make sure they understand the “why” of it all. The best way to help your new team member hit the ground running is to set them up with not only the tools and resources they need to provide good service, but also a clear sense of your organizational DNA. What does it mean to your business specifically to provide “good service”? How can they recover when they inevitably make a mistake, especially as a new employee? Answering these questions for them will help build their confidence. It’s also key to clarify the importance of the role they’re playing, as well as the value they bring to the team and the success of the business. Drawing a clear connection between their efforts and the resulting impact is critical, especially in early days! Help them understand beyond any doubt exactly why they’re there and getting out of bed to do their job every day. ### 5. Remember that they’re looking to receive the same energy they’re putting out into the world themselves! Your client-facing employees are your greatest advantage when it comes to delivering an experience. As a small business owner, you’re not necessarily there 24/7 to oversee every single client interaction… so you need to ensure you’re hiring people you can trust to show empathy and care, and to strengthen those relationships when you’re not around. But don’t forget - this empathy and care needs to be two-way! Service folks care about people, and need to know that people care about them as well. So it’s important that you invest in them too - that back-and-forth connection is so meaningful to them, and is crucial to keeping their engagement and spirits high. To learn more about Payworks’ own [service commitment](https://www.payworks.ca/dedicated-service.asp) and the [solutions we’ve developed](https://www.payworks.ca/payroll-solutions.asp) for Canadian businesses from coast to coast, please visit [payworks.ca](http://www.payworks.ca). ![Customer service representative working at a cubicle with a headset on. ](https://blog.payworks.ca/hs-fs/hubfs/0X6A0750_STOCK_Desk_Woman%20Working.jpg?width=477&name=0X6A0750_STOCK_Desk_Woman%20Working.jpg) Key topics in this article: [Resources](https://blog.payworks.ca/tag/resources)[Business Owner](https://blog.payworks.ca/tag/business-owner)[HR Insights](https://blog.payworks.ca/tag/hr-insights)[SME](https://blog.payworks.ca/tag/sme)[Franchisee](https://blog.payworks.ca/tag/franchisee)[Hospitality](https://blog.payworks.ca/tag/hospitality) These articles are produced by Payworks as an information service. They are not intended to substitute professional legal, regulatory, tax, or financial advice. Readers must rely on their own advisors, as applicable, for such advice. [![Alberta HR compliance in 2026: what you need to know](https://blog.payworks.ca/hs-fs/hubfs/BlogBanner_AB_Compliance_Aug4.jpg?width=300&name=BlogBanner_AB_Compliance_Aug4.jpg)](https://blog.payworks.ca/alberta-hr-compliance-in-2026-what-you-need-to-know?hsLang=en-ca) [Resources](https://blog.payworks.ca/tag/resources) | August 04, 2026 Alberta HR compliance in 2026: what you need to know Key Takeaways Alberta employers have a focused but impo… [![National Bank of Canada and Payworks: Built for Canadian Business](https://blog.payworks.ca/hs-fs/hubfs/BlogBanner_NB-PWK_July2026.jpg?width=300&name=BlogBanner_NB-PWK_July2026.jpg)](https://blog.payworks.ca/national-bank-of-canada-and-payworks-built-for-canadian-business?hsLang=en-ca) [Resources](https://blog.payworks.ca/tag/resources) | July 31, 2026 National Bank of Canada and Payworks: Built for Canadian Business Why Are Canadian Businesses Choosing Homegrown Solution… [![CPP2 and QPP2 Explained: What Canadian Employers Need to Know](https://blog.payworks.ca/hs-fs/hubfs/CPP2%20and%20QPP2%20What%20Canadian%20Employers%20Need%20to%20Know%20in%202026.png?width=300&name=CPP2%20and%20QPP2%20What%20Canadian%20Employers%20Need%20to%20Know%20in%202026.png)](https://blog.payworks.ca/cpp2-and-qpp2-explained-what-canadian-employers-need-to-know?hsLang=en-ca) [Resources](https://blog.payworks.ca/tag/resources) | July 21, 2026 CPP2 and QPP2 Explained: What Canadian Employers Need to Know Key Takeaways: As of January 1, 2024, Canadian employer… [![Québec HR compliance in 2026: your guide to what's in effect and what's ahead](https://blog.payworks.ca/hs-fs/hubfs/BlogBanner_QCEmployment_Law_Blog_July14.jpg?width=300&name=BlogBanner_QCEmployment_Law_Blog_July14.jpg)](https://blog.payworks.ca/quebec-hr-compliance-in-2026-your-guide-to-whats-in-effect-and-whats-ahead?hsLang=en-ca) [Resources](https://blog.payworks.ca/tag/resources) | July 10, 2026 Québec HR compliance in 2026: your guide to what's in effect and what's … Key Takeaways Québec employers are navigating one of th… [![Pay transparency is now law in three provinces. Is your business ready?](https://blog.payworks.ca/hs-fs/hubfs/BlogBanner_PayTransparency_July7.jpg?width=300&name=BlogBanner_PayTransparency_July7.jpg)](https://blog.payworks.ca/pay-transparency-is-now-law-in-three-provinces-is-your-business-ready?hsLang=en-ca) [Resources](https://blog.payworks.ca/tag/resources) | July 07, 2026 Pay transparency is now law in three provinces. Is your business ready? Key Takeaways [![Is your B.C. care home’s payroll data ready for the HEABC transition?](https://blog.payworks.ca/hs-fs/hubfs/BlogBanner_BCHomecare_Legisl_June30.jpg?width=300&name=BlogBanner_BCHomecare_Legisl_June30.jpg)](https://blog.payworks.ca/is-your-b.c.-care-homes-payroll-data-ready-for-the-heabc-transition?hsLang=en-ca) [Resources](https://blog.payworks.ca/tag/resources) | June 30, 2026 Is your B.C. care home’s payroll data ready for the HEABC transition? Key Takeaways: Eligible unionized B.C. long-term care (… [![Record of Employment (ROE): The Canadian Employer’s Guide](https://blog.payworks.ca/hs-fs/hubfs/BlogBanner_June25.jpg?width=300&name=BlogBanner_June25.jpg)](https://blog.payworks.ca/everything-you-need-to-know-about-roes?hsLang=en-ca) [Innovation](https://blog.payworks.ca/tag/innovation) | June 12, 2026 Record of Employment (ROE): The Canadian Employer’s Guide Key Takeaways: An ROE provides information on employmen… [![The Canadian 2026 guide to holiday stat pay employee eligibility](https://blog.payworks.ca/hs-fs/hubfs/BlogBanner_Legislation_April14-1.jpg?width=300&name=BlogBanner_Legislation_April14-1.jpg)](https://blog.payworks.ca/the-canadian-2026-guide-to-holiday-stat-pay-employee-eligibility?hsLang=en-ca) [Resources](https://blog.payworks.ca/tag/resources) | June 09, 2026 The Canadian 2026 guide to holiday stat pay employee eligibility Statutory holiday eligibility rules differ across every… [![From reporting to understanding: meet Payworks Analytics](https://blog.payworks.ca/hs-fs/hubfs/BlogBanner_Analytics_Pro_June2026_EN_2x.jpg?width=300&name=BlogBanner_Analytics_Pro_June2026_EN_2x.jpg)](https://blog.payworks.ca/from-reporting-to-understanding-meet-payworks-analytics?hsLang=en-ca) [Innovation](https://blog.payworks.ca/tag/innovation) | June 02, 2026 From reporting to understanding: meet Payworks Analytics Key Takeaways [![What do employers need to know about Québec’s National Holiday?](https://blog.payworks.ca/hs-fs/hubfs/BlogBanner_May24-1.jpg?width=300&name=BlogBanner_May24-1.jpg)](https://blog.payworks.ca/fete-nationale-du-quebec-stat-holiday-legislation?hsLang=en-ca) [Resources](https://blog.payworks.ca/tag/resources) | May 29, 2026 What do employers need to know about Québec’s National Holiday? Key takeaways La fête nationale du Québec (June 24) is … [![No surprises, no hidden fees – just affordable, accurate payroll](https://blog.payworks.ca/hs-fs/hubfs/BlogArticle_Pricing_May26.jpg?width=300&name=BlogArticle_Pricing_May26.jpg)](https://blog.payworks.ca/no-surprises-no-hidden-fees-just-affordable-accurate-payroll?hsLang=en-ca) [Resources](https://blog.payworks.ca/tag/resources) | May 26, 2026 No surprises, no hidden fees – just affordable, accurate payroll Key Takeaways: Payworks offers transparent payroll pric… [![Payworks teams up with CIBC Business Banking to support Canadian small businesses](https://blog.payworks.ca/hs-fs/hubfs/BlogBanner_CIBCPartnership_May14.jpg?width=300&name=BlogBanner_CIBCPartnership_May14.jpg)](https://blog.payworks.ca/payworks-teams-up-with-cibc-business-banking-to-support-canadian-small-businesses?hsLang=en-ca) [Innovation](https://blog.payworks.ca/tag/innovation) | May 14, 2026 Payworks teams up with CIBC Business Banking to support Canadian small b… If you’re a small business owner in Canada, you already… ![ ](https://blog.payworks.ca/hubfs/Payworks%20Stock%20Photography/Cavan%20-%20Arlee.png) ## Seeing is believing! Curious what better Canadian workforce management looks like in action (and how much time you could reclaim in your day-to-day)? Book a pressure-free, get-to-know you demo today. [REQUEST A DEMO](https://www.payworks.ca/landing-pages/campaigns/book-a-demo) ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Payworks", "url" : "https://blog.payworks.ca/author/payworks" }, "dateModified" : "2022-04-12T19:05:03.575Z", "datePublished" : "2022-03-30T13:00:00.000Z", "headline" : "How to hire (and retain) someone with a service mindset", "image" : [ "https://blog.payworks.ca/hubfs/BlogPost_March30.jpg" ], "mainEntityOfPage" : { "@id" : "https://blog.payworks.ca/how-to-hire-and-retain-someone-with-a-service-mindset", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://blog.payworks.ca/hubfs/Payworks.png" }, "name" : "Payworks" } } ```