Mel Kleiman

President, Humetrics

Certified Speaking Professional Mel Kleiman is North America’s leading authority on how best to recruit, select, and retain top-quality, hourly employees and their managers.

A renowned consultant, speaker, author, business owner, and trainer for over 30 years, Mel is also the founder and president of Humetrics, a leading developer of systems, training processes, and tools for recruiting, selecting, and retaining an exceptional workforce.

A demonstrated leader in HR thought, Mel has authored numerous research studies and white papers. His articles have appeared in dozens of trade and professional journals. Mel’s books include the bestselling Hire Tough, Manage Easy; as well as 267 Hire Tough Interview Questions; 180 Ways to Build a Magnetic Culture; Recruit Smarter, Not Harder; and So, You Got the Job…..Now What?

Mel earned the prestigious National Speakers Association Certified Speaking Professional designation in 1996 and is a member of the Society for Human Resource Management.

Other Links from Mel Kleiman:

Kleiman HR Exchange Blog

  • Posted on: 04/26/2017

    Will 7-Eleven’s plan to deal with worker shortages in Japan migrate to America?

    Just take a look at the cover and lead article of this month's Convenience Store Decisions magazine. There you will find the following quoted based on our findings of their just-completed 9th annual HR survey of the c-store industry."The survey found overall optimism for the year ahead but the number one concern was is staffing."Staffing rates number one over government regulations, technological challenges and the competitive market place.Most all of the respondents were looking at ways to reduce labor costs by the use of technology. So in answer to your questions, more technology is on the way in the c-store industry to help relieve the pressure on staffing.
  • Posted on: 04/24/2017

    What customer service lessons can be learned from United Airlines?

    The question asked in the headline of this article and the discussion questions are very different questions.The headline question is, what customer service lesson can we learn from the United Airlines incident?The lesson was not one of customer service. It is the need to do the following things:
    1. Train your employees on how to deal with difficult customers and still retain the customer;
    2. Empower your employees and expect them to do the right thing, but let them know what the right thing is;
    3. Don't have dumb rules. (Why not ask your employees what the dumbest rule is that you have?);
    4. Follow the Dilbert formula. 80 percent is hiring and training great employees and 20 percent is leaving them alone and letting them do their job.
  • Posted on: 04/17/2017

    Should retail employees have board representation?

    To start with, I disagree with a number of comments that talk about employees not being investors. As I see it they are the biggest investors that you have. They may not be investing money but they are investing something that most of us find to be of even greater value then money. They are investing their time. And the smarter you treat your investors the more likely they are going to be involved with your organization.It would be an even better idea to get every board member out on the floor for a couple of hours instead of just sitting in a board meeting.
  • Posted on: 03/28/2017

    How will automation transform selling floor jobs?

    Retail jobs as we know them today are going away. Just as so many office jobs have gone away. How many offices still have secretaries? We now have administrative assistants. What has happened to all the telephone operators? They have been replace by automated answering systems and voicemail.With all of these changes, we still have the lowest unemployment rates that we have seen in this decade.Yes the retail jobs will change, but the need for people to do jobs in retail will still be there.
  • Posted on: 03/06/2017

    Should grocers open slow checkout lanes for seniors?

    Ok, I have to admit that I qualify for the slow lane. Would I use it? Only if there were no one in it so I could get out of the store faster. I will walk out of a store if the lines are too long and not moving.If your customers want a positive social experience, and I think most customers do, that can be achieved my hiring friendly employees and allowing them to communicate with the customers.
  • Posted on: 02/15/2017

    Zappos takes to the road to connect with consumers

    The answer is simple. If you take the approach that Zappos is taking -- that it is not about sales but rather it is about connecting, and you already have customers who love your brand -- you have everything to gain and nothing to lose.You have just added a high touch component to a brand that already has a high feel component.It is like going to Vegas and taking the Zappos Tour. If you are a retailer and ever get to Vegas you need to take the tour that Zappos offers.
  • Posted on: 02/02/2017

    Will retailers beat back the border adjustable tax?

    Looks like 83% of the people who answered he polling question do not feel this is a good idea. Lots of reason are expressed above.Just to add an additional point. If any jobs are brought back, they are not the jobs American seem to want or need. We need jobs that create real value in relationship to the hours worked. Most of the jobs we are looking at bringing back are going to be going away because of automation.A comment on the wall with Mexico. It is not the Mexicans that are coming across the boarder, it is people from other countries who are using Mexico as a crossing point. This is a US problem not a Mexican problem.
  • Posted on: 01/31/2017

    Will feel and touch tech transform mobile marketing and commerce?

    The simple fact is the more senses involved the greater the experience. In the hyper world of technology advancement, I predict that in 3 to 5 years this will have been something that is widely adopted.
  • Posted on: 01/30/2017

    Walmart balances motivation across pay levels

    The question depends on what you call senior staff. If you ar referring to people in management roles it is very different than if you are talking about front-line workers who have been with Walmart for a long period of time.Front-line employees who have reached the top of the pay scale deserve more because they are still the most productive members of the team. Otherwise I have to presume they would still not be on the team. This is a group that any company can ill afford to lose.
  • Posted on: 01/30/2017

    Should Macy’s have never gone national?

    When you specialize in everything, you end up specializing in nothing.
  • Posted on: 01/16/2017

    NRF and 21 retailers launch career training initiative

    Yes workers need to enter the job market with higher skill levels but more importantly they need to have a better understanding of the expectations required to be successful in the job. It is is not about the skills needed to do the job, it is all about the internal drive and desire to learn how to do the job and to do it well.
  • Posted on: 12/20/2016

    Will a higher minimum wage translate to better service levels?

    I am late to comment on this and I am wondering if any one will read the 26 other comments before they even get to mine. PS: I think this item has gotten more comments than almost any other post in the last year.Now here is my take:
    1. Customer service will get better because company are going to keep figuring out ways to take the employee out of the customer service loop.
    2. Service will get better because of fewer employees; those that are kept are going to be better because only the best will be kept.
    3. In the long run, even fewer employees in retail than today.
    4. More Google no-employee-needed stores.
  • Posted on: 12/15/2016

    Will the newest Walmart c-store concept be the one that sticks?

    After the prototype announcement from Amazon, this just looks another convenience store. My question, is other than having the Walmart name on the door, what will make it different?In the past I think most c-store operators would be shaking in their boots. I think the great operators are going to see this as another competitor, but one that will be manageable.
  • Posted on: 12/07/2016

    Are retail associates ready to deal with abusive customers?

    I don't think the first two questions really matter. It does not matter whether I have witnessed abuse of an employee or whether it happens more at this time of year or any time of year. The fact of the matter is that it happens and that employees need to learn how to deal with it.Move out of the world of retail and just think of all of the articles that you have been reading about abusive passengers on airplanes.Just as flight attendants have been trained to deal with these situations and airlines have very definite policies on how to deal with the problems, retailers need to take the same approach.
  • Posted on: 12/06/2016

    Will the tech behind Amazon Go redefine convenience at retail?

    I am not saying this as a prediction, I am saying this as a statement. This technology is a major game-changer and it is going to be a major disruption in a lot of industry besides those that hire a lot of hourly employees. How fast it is implemented will be determined by the cost compared to the labor savings and side benefits of inventory control and the reduction of theft.

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