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13 min 59 sec
Available in:English

Who: The A Method for Hiring

A practical system for hiring the right person the first time: define the role and culture, build a pipeline of candidates before a seat opens, run four structured interviews and persuade your top choice to accept.

Table of Content

If you have ever hired someone who looked perfect in the interview and struggled on the job, you are not alone, and the bill is larger than it seems. In Who, Geoff Smart and Randy Street, leaders of the advisory firm ghSMART, report that a typical hiring mistake costs about fifteen times the person’s monthly salary.

Their argument is that hiring fails when it runs on instinct and in a hurry, and succeeds when it becomes a defined, continuous process. That means knowing exactly who you need, finding candidates before you need them, testing them through four structured interviews and then selling the job as carefully as you judged the person.

Along the way come four questions that screen out weak candidates in half an hour, a quick test for culture, and the reason so many strong offers get turned down. By the end, the next opening on your team should feel less like a gamble and more like a procedure you know how to run.

Many managers assume a wrong hire is easy to undo: just replace the person. The authors put a price on that assumption, and it is high enough to change how you approach your next opening.

A management team sat down to hire a senior strategist and discovered something awkward within minutes. Their argument reveals the most common hiring mistake, and why an impressive all-rounder can be exactly the wrong choice.

A nonprofit hired a man who changed a president’s mind about an epidemic. He was still let go. His story shows why the people around a new hire can matter more than the hire’s talent.

Most companies start searching the day someone resigns, and that timing alone stacks the odds against them. One insurance chief set himself a yearly target that meant he never had to search in a panic.

A young psychologist was allowed a few extra questions after senior partners finished interviewing executives. What he asked became the backbone of a hiring system, starting with a phone call designed to say no quickly.

Nearly every recruiter asks whether the candidate suits the job. Almost none ask the reverse. A private equity partner and a ceramics owner in Colombia show what happens when you do.

The managers the authors admired most spent a surprising share of their time on one question. Turning that focus into team practice takes more than a reminder at meetings, and it has legal limits.

What Who shows is that a hire is decided long before the offer letter. It is decided when a team agrees, or fails to agree, on what the job is. It is decided when leaders name the culture a newcomer must thrive in, when a manager keeps meeting good people in calm months, and when interviewers trade instinct for facts gathered over four rounds. Rushed hiring tends to buy charm and generalists. Patient, defined hiring finds the person the role actually needs, and then works to earn their yes.

Smart and Street’s method suggests a few moves you can make now. Before your next role opens, keep the hiring team talking until everyone describes the same job and the same few culture words. Start a running list of strong people you meet, the way Aon’s managers aim for 30 a year. Use the four screening questions on your first call, and go through every past role in depth before you trust your instinct. When the right person hesitates, ask what would bring them to yes, and make their family welcome too.

The amateur critic says I like it. The trained one asks where the painting came from. Hire like the second.

About this book

What is this book about?

Most managers hire on instinct and under time pressure, and the authors argue that the cost of getting it wrong is far higher than people assume. In their research, a typical bad hire costs around fifteen times the person's monthly salary, and yet these mistakes happen constantly because few people are ever trained to hire well. Geoff Smart and Randy Street, leaders of the advisory firm ghSMART, set out a structured alternative. It starts before any candidate appears. The team agrees on exactly what the role must deliver and names the culture a newcomer has to fit. Leaders keep a steady flow of referrals from their own networks so they are never forced to choose in a rush. Candidates then pass through four interviews, from a short phone screen to a deep walk through their whole career, a test of the specific tasks and a careful reference check. The book also covers the step most recruiters skip: convincing the best candidate that the job fits their skills, their style and even their family. Readers get a repeatable process, ready-made screening questions and a clear sense of the legal lines to respect.

Book Information

Rating:

Genre:

Management & Leadership

Topics:

Decision-Making, Management

Publisher:

Penguin Random House

Language:

English

Narrator:

Robert

First published:

August 19, 2008

Pages:

208

Length:

13 min 59 sec

Get the book:

Amazon

Who it's for

  • Wanting fewer costly hires

    Founders and managers who have made a costly hire and want a process to stop it happening again.

  • Time-pressed team leads

    Team leads about to fill a key role under time pressure.

  • HR and talent professionals

    HR and talent professionals building structured interviews and a steady pipeline of candidates.

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About the Author

Geoff Smart

Geoff Smart, who holds a doctorate, founded and chairs ghSMART, a leadership advisory firm set up in 1995 that works with Fortune 500 chief executives, boards, entrepreneurs and heads of state. He is a New York Times bestselling author. Randy Street is Vice Chairman of ghSMART and spent 12 years as its first Managing Partner, advising leaders for over 30 years on CEO succession and executive selection. He holds an MBA from Harvard Business School.

Ratings & Reviews

Ratings at a glance

4.2

Overall score based on 183 ratings.

What people think

Listeners consider this a vital resource for entrepreneurs and those in recruitment roles, offering actionable advice and useful methods. By breaking down the recruitment cycle into stages, the work remains easy to implement, and listeners enjoy the straightforward, brief delivery. They prize the perspective provided, as one listener points out its all-encompassing strategy for creating high-performing groups.

Top reviews

Andrew

Finally got around to reading 'Who,' and I genuinely regret waiting this long. The authors provide a meticulous, step-by-step roadmap for filtering out the 'voodoo' hiring methods that plague most corporate environments. By shifting the focus from the 'what' to the 'who,' the book offers a systematic way to build a team of high-performers, or what they call A-players. I particularly loved the section on the 'Scorecard' because it turns vague job descriptions into concrete, measurable outcomes. It’s a game-changer for anyone tired of the 'gut-feeling' approach to recruitment. The writing style is punchy and direct, which I appreciate in a sea of fluffy business manuals. It’s practical guidance at its best.

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Landon

Wow, the clarity in these pages is exactly what my leadership team needed this year. 'Who' simplifies a notoriously difficult process into four manageable steps: Scorecard, Source, Select, and Sell. We’ve already started implementing the screening questions, and the results are night and day compared to our old 'chat and see' style. The authors aren't just giving theory; they're providing a battle-tested script that removes the guesswork from the equation. I especially liked the '5 F’s' of selling—Fit, Family, Freedom, Fortune, and Fun—because it reminds us that top talent has plenty of options. This is a must-read for any business owner who is serious about scaling their company with the right people.

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Zoey

Every business owner needs to read this book, period. Most of us are terrible at hiring because we rely on intuition and 'chemistry' rather than a rigorous, data-backed process that actually identifies long-term success. Smart and Street provide a literal script for how to conduct interviews that reveal a candidate's true track record. I found the section on reference calls particularly enlightening. The way they suggest asking for ratings from former bosses is brilliant for cutting through the polite fluff. It’s a highly practical guide that turns a vague art form into a repeatable science. If you want to stop the revolving door of mediocre hires and start building a high-performance culture, buy this book immediately.

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Thongchai

This book provides a solid, if slightly aggressive, framework for any hiring manager looking to stop making expensive mistakes. While it definitely leans into that self-important 'biz-bro' energy that some readers might find grating, the actual techniques are undeniably effective. The 'Topgrading' interview process—while grueling and often lasting three hours—really forces a level of honesty that standard interviews miss entirely. I did find the examples a bit dated, and there’s a noticeable lack of diversity in the success stories, which felt like a missed opportunity for a modern guide. Still, the advice on sourcing and selling candidates is incredibly valuable. If you can look past the corporate jargon, there is a blueprint here that actually works.

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Ivan

As someone who has struggled to find the right talent for a growing startup, the 'Scorecard' methodology alone made this worth the price of admission. Instead of a generic list of duties, you define exactly what success looks like in terms of measurable goals. This shift makes the subsequent interviews much more focused and less prone to personal bias. I will say, the 4-interview process is quite heavy and might scare off some candidates if you aren't careful. However, the logic is sound: hiring the wrong person is far more expensive than spending a few extra hours in the screening phase. It's a comprehensive approach that brings a much-needed checklist mentality to the chaotic world of human resources.

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Alice

Picked this up on a recommendation from a colleague, and I’m glad I did. The chapters on 'Sourcing' were particularly eye-opening, emphasizing that you should always be looking for talent rather than waiting for a vacancy to appear. It's a proactive mindset that most small businesses lack. While the tone can be a bit repetitive—yes, we get it, B-players are bad—the underlying framework for the interviews is quite robust. I appreciated the specific red flags mentioned, like candidates who blame others for their failures. It’s a very concise writing style that makes it easy to skim and find the templates you actually need. It’s a solid addition to any manager's bookshelf, even if it's a bit 'biz-heavy.'

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Plernpiriya

After hearing about this book in 'The Checklist Manifesto,' I had high expectations for a data-driven approach. It mostly delivers. The focus on defining 'outcomes' rather than 'requirements' is a subtle but powerful shift in how to view a role. I’ve started using the 'Focused Interview' technique to drill down into specific competencies, and it really helps cut through the rehearsed answers candidates usually give. It’s not a perfect book—it definitely feels like it was written for white-collar executives—but the principles are adaptable. If you are tired of the 50% success rate of traditional hiring, this system will almost certainly improve your odds. It's clear, concise, and very actionable.

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Ford

Look, the methodology presented here is basically common sense wrapped in fancy packaging and sold as a revolutionary system. The idea of reviewing a candidate's work history chronologically and asking about their past bosses isn't exactly 'earth-shattering' news. It’s a reasonable procedure, sure, but the authors act like they’ve discovered the secret to fire and wheel combined. My biggest gripe is how they suggest firing managers who don't immediately adopt this specific technique. That seems like a great way to lose 'A-players' who simply prefer a different workflow. It’s a decent book with some good tidbits on reference checks, but it’s far from the life-changing manual the marketing makes it out to be.

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Emily

Truth is, the success of this book relies heavily on your willingness to drink the corporate Kool-Aid. Some of the case studies, like the praise for Jamie Dimon’s honesty, haven't aged particularly well given the scandals that followed the 2008 crash. It makes you wonder how 'validated' this system really is if it can miss such massive red flags in high-profile leaders. That said, the checklist approach is a functional way to reduce hiring errors for day-to-day roles. If you ignore the 'all-hail-the-CEO' vibe, you're left with a fairly practical guide to structured interviewing. It’s a 3-star read for me because it’s useful but feels significantly narrower in scope than it claims.

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Pia

Not what I expected after hearing all the hype surrounding this title. To be frank, this entire book feels like a couple of blog posts that were stretched thin with redundant anecdotes and unnecessary corporate fluff. The authors’ obsession with 'A-players' feels incredibly reductive, treating human beings like interchangeable commodities rather than complex individuals. I also noticed a strange bias where almost every success story featured a male executive, while the examples of 'failures' or 'B-players' often shifted toward women. It feels like a relic of the 'Mad Men' era disguised as modern business wisdom. Unless you are hiring for C-suite roles in a high-finance firm, you probably don’t need a 188-page manual to tell you to ask better questions.

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Questions about this book

The authors argue that most hiring fails because it is driven by gut feeling and urgency. They propose a structured method instead: define exactly what the role must deliver and what culture the hire must fit, build a pipeline of candidates through your networks all year, assess people through four interviews, and then persuade the best candidate that the job suits them.

According to the authors’ studies, one typical hiring mistake costs the employer about fifteen times that employee’s monthly salary. Some of that comes from poor decisions the person makes in the job, and the rest from the effort of firing and replacing them. For a manager earning $100,000 a month, the loss can reach $1.5 million.

First is a screening call of up to thirty minutes covering career goals, strengths, weaknesses and how former bosses would rate the candidate. Second is the who interview, a deep walk through every past role, its successes, failures and relationships. Third is a focused interview on the specific tasks of the job. Fourth is a reference interview with precise questions.

Smart and Street regard referrals from your personal and professional networks as hiring’s guiding principle. Among the CEOs they interviewed, 77 percent named their own network as the best source of successful hires. The key is to search constantly, as Aon Corporation’s chief executive does by aiming to find 30 potential hires every year, along with his senior managers.

It suits founders, managers and team leads who hire people and want to stop relying on instinct. It is especially useful for anyone who has made a costly hiring mistake, who struggles to agree with colleagues on what a role needs, or who keeps losing strong candidates at the offer stage.

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