00:06these numbers are all wrong oh which section all of it every item you need to recount this before
00:14close Neil that's thousands of items I can't do that alone in one shift I don't care Neil
00:21it's physically not possible for one person to finish all it's not done you'll be let go clear
00:31I'll try trying isn't enough has the interview candidate arrived yes she's been here a while
00:39browsing the floor why didn't you tell me you were in the back miss Joanna Neil it's great to meet
00:48you
00:48I hope you haven't been waiting long no not at all I was happy to get here and look at
00:53the floor first
00:54good instinct all right shall we do the interview yeah let's go okay have a seat
01:10okay so I've gone through your CV and I have to say the background is impressive five years in floor
01:19management regional rollout experience the numbers you drove at your last position thank you can you
01:26walk me through how you handle high traffic days we get a real crunch on the weekends you staff for
01:33the
01:33peak not the average most managers staff for the average and scramble on busy days you front load
01:39the coverage in the first two hours when foot traffic is highest rotate brakes around the mid
01:44afternoon lull and make sure your floor leads have the authority to make decisions without coming to
01:50you every 10 minutes that's exactly right and it's the exact approach I've been trying to implement here
01:57and how's that going work in progress it usually is what's your approach to underperforming staff it
02:06depends on the reason performance issue coaching clear targets documented follow-up attitude issue direct
02:14conversation one warning then you move keeping someone who poisons the floor costs more than the
02:20hiring process does couldn't agree more I have to say you're one of the strongest candidates I've spoken to
02:28I appreciate that one more question how do you handle a situation where a customer is unhappy and the
02:36associate is in the right you back your associate publicly calmly and without making the customer feel
02:43attacked you acknowledge what they're feeling redirect the conversation and make it clear that your team
02:49is not available to be mistreated the associate is watching how you handle it so is every other
02:54customer in the store and if the customer threatens a better view you thank them for their feedback and let
03:00them leave a customer who needs to sacrifice your staff to stay is not a customer worth keeping that's a
03:07strong position yeah it's the right one all right well here let me show you the floor properly oh you
03:22didn't mention your condition during the interview I mentioned my accident and my recovery in my
03:27application you didn't disclose that you were disabled I'm not disabled I use a cane to assist with
03:34walking nothing about that prevents me from doing the job we just discussed well it changes things
03:40what does it change liability insurance implications the physical demands of a floor manager position I
03:48walked your floor for 10 minutes before this interview I moved through every section I assessed your
03:53layout your stock density your traffic flow did any of that look like a problem to you well that's
04:01different from a full shift I've managed full shifts for five years with a cane there's also the
04:08matter of how customers might respond respond to what your you know the way you move through the floor
04:17first impressions matter in retail you just said I was one of the strongest candidates you've spoken to
04:22that was before before you saw my cane before I had the full picture the cane isn't
04:31a picture it's a walking aid my qualifications are the same as they were 10 minutes ago I understand
04:36that but the role requires someone who can walk the floor I just did it for 10 minutes you watched
04:43me
04:43in a busy period it's different what busy period have you managed that I couldn't look I'm not saying
04:50that you couldn't I'm just saying there are you know concerns some customers might feel uncertain about the
04:59authority of someone who you know presents differently presents differently it's a practical concern what
05:06you're describing is a discrimination under federal law an employer cannot reject a candidate based on the
05:12physical characteristics that do not affect their ability to do the job look I'm not rejecting anyone
05:21I'm raising concerns the concerns that you're raising are not legal concerns they're personal ones and the word
05:27you're looking for is not liability it's bias I don't appreciate being lectured about the law in my own store
05:34I don't appreciate being told my qualifications don't apply just because I use a cane Sally get in here
05:46why didn't you warn me before the interview about what that she uses a cane you should have flagged that
05:52I didn't think it was relevant because it isn't relevant that's not right excuse me she was qualified
06:01enough that you just called her one of the best candidates you'd seen the only thing that changed
06:06is something that has nothing to do with the job sir this is a private conversation I'm a customer I
06:13don't
06:13want to support a company that discriminates against people I'm involved enough you need to stay out of
06:18this and I need you to not discriminate against the job candidate in front of me so we both want
06:23things I'm gonna have to ask you to leave the store I'd like to finish this conversation first
06:28the conversation is finished and defending a candidate against the management decision that's
06:34insubordination you still have an inventory to complete alone tonight or not at all I won't be
06:42completing the inventory tonight excuse me I'll be doing something else instead what exactly do you
06:48think you'll be doing making sure this conversation is documented excuse me you just told me that I
06:54would be fired because I said something that was true I want that on record you don't get to decide
06:59what goes on record I get to decide what goes on record my name is Joanna Clark the CEO of
07:06the
07:07retail chain that owns this store that's that's not possible I've been receiving complaints about this
07:15location for several months specifically about how the management treats employees and candidates
07:21who present any kind of difference I came in today to see the behavior firsthand you conducted a fake
07:28interview um that's deception I applied for a real position under my real name with real credentials
07:38everything I told you in that interview was true you didn't disclose who you were you didn't ask
07:44and if you had I'd have told you this this isn't fair what I just watched wasn't fair either I
07:52was
07:52running a professional process I had legitimate concerns about the role you told a candidate that
07:59her qualifications no longer applied after she picked up her cane you told your associate that
08:06defended that candidate that she was insubordinate you threatened her job just for speaking up
08:13I have always run the store professionally okay Sally yeah you filed a written complaint to HR just over
08:23six weeks ago I did that complaint was the first one I read it was specific documented clearly and written
08:32by someone who has a clear understanding of the patterns that have been going on around here you went to
08:38HR yeah
08:39six weeks ago behind my back through the proper channel yes I've been set up you used her complaint to
08:47build a case against me and then walked in here to manufacture evidence I walked in you did everything
08:54else a CEO with a disability running a retail operation you of all people should understand the practical
09:01stop I'm just saying your employment is terminated effective right now you're gonna regret this
09:10I've heard that before I know people in this industry you can't just walk in here limp in here
09:17and and and and and you have 10 minutes to pack leave the keys neil
09:39you're gonna be okay define okay fair point the inventory discrepancy back and wait till tomorrow
09:47we'll get adequate staff to handle it properly thank you I'll be working with HR to fill in the
09:53manager position so your institutional knowledge of this store could be very valuable to that process
10:00if you're interested oh I'm interested good thank you for speaking up I didn't do very much well you said
10:09the right thing at the right time that's not nothing thank you miss undercover CEO
