How to Answer: Discuss one crucial decision you made in your last role and the impact that decision had.
2. Discuss one crucial decision you made in your last role and the impact that decision had.
The Goal
The interviewer wants to know how you handle the pressure of making crucial decisions. The goal of your response is to describe your decision-making approach and highlight your confidence level when making important choices.
Written by Rachelle Enns on March 16th, 2022
What to Avoid
Avoid giving an example of a trivial decision or a decision that failed to impact your work. Also, avoid making it sound like you 'go with your gut' when facing a decision. Instead, be prepared to show that you are methodical in your decision-making approach.
Written by Rachelle Enns on March 16th, 2022
Pro Tip
If you have held a managerial position or higher, this question may be easier to answer since your role likely requires frequent decision-making responsibilities. If you are newer to your career, think about when you were left to make a choice, and you felt a bit in over your head. Be prepared to talk about how you came to your decision and the positive result.
Some examples of crucial decision making in the workplace include:
- Replacing broken or low-performing machinery or tools
- Choosing a successful vendor from a pile of proposals
- Deciding who to interview and hire for a new position
- Triaging your clients' needs by order of urgency
- Deciding where to hold the next company conference or client appreciation party
- Choosing which actions to take to get a task back on track
- Overriding company policy to do the right thing for a customer
Written by Rachelle Enns on March 16th, 2022
How to Answer
Since the interviewer is measuring your critical thinking and decision-making skills, it's best to talk about a time when you made a decision with certainty and positively impacted your employer. Using the STAR method (Situation, Task, Action, Result), share the story of one crucial decision you made. Offer details about how you came to your final decision - perhaps through research, data gathering, or asking for advice from a senior leader. Then, show that you were aware of the result or consequence that your decision might create. This detailed approach should highlight your self-awareness and alertness to the cause and effect of your actions. These components will show the interviewer that you are a strategic thinker who makes well-considered decisions.
Written by Rachelle Enns on March 16th, 2022
Answer Example
"(Situation) While working for Company XYZ as a customer service associate, I was tasked with addressing an angry customer who had called into the office. (Task) Typically, my manager would handle all escalated customer issues; however, they were away for the day for leadership training. I could have asked this customer to call back to speak with our manager the next day, but they were agitated. I felt that if I asked her to call back tomorrow, she would feel like we didn't care. I also believed the situation would escalate if it sat for another day. (Action) As a representative of my company, I made the calculated risk to handle the situation myself, using my managers' approach as a guideline. Since we messed up on the product we sent her, I decided to take full responsibility for the situation. I spoke with her about her concerns in full and gave three options for how I could fix the situation. (Result) I ended up issuing a refund, and at the end of the call, she thanked me for listening. She said that I provided one of the best experiences she had ever had with a service associate in the company."
Written by Rachelle Enns on March 16th, 2022
Retail Example
"(Situation) Many of the decisions I make as a retail associate for Store XYZ are surrounding accepting basic returns and helping customers with straightforward questions. (Task) However, because we do not always have a manager on the floor, I sometimes have to make crucial decisions when more complex customer issues arise. Last month, I decided to take back an opened electronic item even though that is against our store's return policy. The customer complained that their earbuds were making a buzzing sound. I was aware that there had been rumors about a potential product recall, and the grievance the customer described lined up with concerns I had heard from other customers and on a few online forums. (Action) Despite our no returns policy on opened items, I felt confident in serving the customer and giving them the requested refund. I told the customer that I would return the product directly to the manufacturer from our store. I believed I could leverage our vendor relationship or find a solution by reading the warranty fine print. (Result) The customer was relieved that their request went smoothly. Later, I approached my manager and explained my reasoning. Thankfully they agreed with my approach. My actions even resulted in the customer leaving a great Google review for the store, which made me feel proud."
Written by Rachelle Enns on March 16th, 2022
Sales Example
"(Situation) In my most recent territory sales manager role, the CFO asked me to make budget cuts. (Task) My task was to reduce my departments' spending on human resources by 25%. (Action) I carefully analyzed what changes would make the biggest impact. I ran scenarios and numbers for a few days while researching territory management solutions from sales leaders in my industry. In the end, I decided to release three of my eleven sales team members. These terminations meant expanding the territory given to the remaining eight sales reps. I carefully reviewed which team members had the best performance over a 15-month period. I also looked at customer survey results. Based on a range of employee performance metrics, I chose who I would need to release from my team. Then, I mapped out new territories for each of the remaining eight sales reps and divided the unassigned clients accordingly. I ensured the changes were as balanced as possible and handled the three employee terminations with care. (Result) As anticipated, I received pushback and a few complaints, but I also supported my decision by sharing compelling metrics and data with the team. I showed my remaining team members that their expanded territory meant a significant increase in profit potential, which meant additional commissions. In addition to leaning out my team and helping my top performers to boost their earnings, I showed the CFO that I could make difficult decisions while remaining a thoughtful leader."
Written by Rachelle Enns on March 16th, 2022
Teacher Example
"(Situation) Last year, I decided to work with an IEP student during my lunch break three days a week. The student was previously removed from my Spanish class due to disruptive behavioral issues. (Task) Although this student was disruptive, I knew that it wasn't in his best interest to feel isolated from other students. If I could get his learning back on track and build trust with him, I was sure that his behavior would improve, and he would be permitted in my class again. (Action) We did these lunchtime lessons together for three months. (Result) After this time, the student asked the school's learning leader if he could participate in Spanish class again- an approved request. He became a star student in Spanish, and his behavior remained positive and focused. Attending classes regularly turned out to be a significant incentive for this student, and I am thrilled that I chose to spend my lunch hours investing in his learning."
Written by Rachelle Enns on March 16th, 2022
Admin Example
"(Situation & Task) In my last administrative role at Company XYZ, I was tasked with finding three new vendors. One for our office supplies, one for our coffee produces, and one for our recycling services. The owner wanted to save money, so I was asked to initiate the research with $12,000 in annual savings as the goal. (Action) I did a great deal of research while prioritizing cost savings and each vendors' business reputation. I made a spreadsheet with vendor names, pricing options, and each vendor's bonus incentives. Then, I presented my findings to the owner, highlighting my recommendations. (Result) To my surprise, the owner gave me the responsibility to make the final decision and lead price negotiations with the potential new vendors. Once I made the changes, I tracked our company's savings for three months. Again, I presented those savings to the owner. Overall, my decisions saved us $25,000 over 12 months. At first, it felt intimidating to be in charge of an important decision like this. Still, I learned that with the proper research and a keen eye, I'm good at making calculated decisions and negotiating terms with vendors."
Written by Rachelle Enns on March 16th, 2022
Manager Example
"(Situation) When I first joined Company XYZ as the human resources manager, one of the biggest pain points was the high level of turnover with employees within their first six months. (Task) After observing the hiring and onboarding processes for 30 days, interviewing existing team members, and reading a few case studies on employee turnover, I decided to change the onboarding process entirely. (Action) I implemented job shadowing for each territory sales person's first month, along with regular manager ride alongs and frequent client survey requests for the first three months. (Result) The changes dramatically increased the success of our new sales professionals and also increased employee retention by 15%, saving us thousands of dollars in rehires."
Written by Rachelle Enns on March 16th, 2022
Marketing Example
"(Situation & Task) When I first joined Company XYZ as the marketing manager, I knew I would have to make a strong case for investing in social and digital marketing efforts. The company was nearly 50 years old and relied on traditional advertising methods like print and radio. Any changes would be risky since the default attitude internally was to resist new ideas. (Action) I spent two weeks creating a proposal for the leadership team. I researched case studies of companies that shifted some of their advertising budgets away from traditional marketing toward social and digital advertising. In my proposal, I initially asked for 10% of the marketing budget to be moved to social and digital efforts. Then, once a particular goal was reached, the budget would increase to 20%. I tiered the budget request so that after 12 months of positive results, my department would have access to 60% of the company's marketing budget. I knew it was important that my request remain conservative while the results I delivered needed to be exceptional. (Result) The leadership team agreed to my approach and after the first year, my changes accounted for an additional $500K in revenue brought in from advertising efforts."
Written by Rachelle Enns on March 16th, 2022
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