We created a mock interview. We presented a scenario where Gretchen told off one of the company’s biggest customers and Carl had gotten a call from his client who was furious and thought Gretchen must have called the wrong company. We prepped Carl by telling him that we asked Gretchen to be as tough on him as possible but that, should he keep his cool, he’d have no problem with the interview.
In the interview, Gretchen immediately exploded on Carl about how the client wanted to extend their warranty past its expiration date. “The nerve of these people!” she exclaimed. Without introduction, Carl calmly responded that he felt it was the company’s duty to stand up for their customers.
This back-and-forth continued for the duration of the interview with Gretchen’s temper rising at every unsuccessful attempt to make him lose his cool. When the interview ended, we asked Gretchen what she thought of Carl as a candidate. Never having seen someone stand up to her in that way before, she was shocked and speechless.