Your friend Harry is to open a car repair shop in Killeen, TX. He has written a letter seeking your advice on Human Resource Management. Respond to this letter, and ensure that you answer all Harry's questions. Hi, I hope you are doing well. We haven't talked in a while. We need to hang out and catch up soon! I have good news. Jimmy and I are finally opening our car repair shop here in Killeen, TX. We are so excited about this! My wife Sophia and Jimmy's wife Kelly will also be running the shop together. They will manage the front desk and financials, and Jimmy and I will do the repair work. You know that Jimmy and I are both ASE-certified mechanics, and with more than 15 years of experience, we are confident that we can take care of most of the repair cases. But we will be hiring about two to four assistant mechanics who are just out of vocational school or are early in their careers. We will have them do simple work like changing the tires and engine oils. Jimmy and I will take care of the serious repairs. I'm reaching out not just to deliver this good news but to ask you a few things related to people management. The last time we met, I remember you talking about the HRM class you are taking at your university. So, I was hoping for you to give me some advice on the questions below.

Question 1 In the process of hiring, we'll also need to interview the job applicants for our assistant mechanics. Through the interview process, we want to see if the candidates have a good business manner. These guys may need to communicate with our customers from time to time, explaining how the repairs are done, and I want these guys to be polite and considerate. The reputation of our shop may depend on this. When thinking about the interview questions, I don't think I can ask the candidate, "Are you polite and considerate to customers?" I'm sure all applicants will say yes to this question, but I cannot think of a better question. Can you provide me with a set of questions that I can ask to determine whether the applicant will be polite and considerate to customers? Related to this, I remember reading about behavioral interviews and the STAR framework on the internet, but I couldn't understand any of the things that were written. And can you also explain why your questions are better than the question that I have come up with in measuring business manners?

Question 2 I want to make a clear job description for what our assistant mechanics do and what is required of them. But I have no idea where to start. Is there a source or documentation that I can reference in the required knowledge, skills, and abilities and the activities that these mechanics do? Can you find the actual webpage with the list of the things I mentioned for mechanics or automotive technicians and send me the link? One of my friends told me that I should check out the "Oh Met" website, but I couldn't find anything googling "Oh Met." The name sounds more like a dating website to me.

Question 3 Is there any other advice that you want to give me in terms of the things that I should consider if I want to do better in people management based on the things that you have learned in the course Personnel and Human Resource Management? Any advice will be appreciated.

I know the things I'm asking can be a lot, but I promise to buy you a big drink the next time we meet. Thank you so much! I'll look forward to hearing your advice.

Best, Harry