From Waiter to Wunderkind: How I Took a Chance Recruiting My Next Star

For me, taking chances on people has always been second nature. I’ve spent years in sales management, and while many of the people I’ve worked with have blurred together, a few stand out in my memory. One of those individuals is a waiter I met on a Friday evening, August 17, 2007.

My now wife and I had gone out for dinner, and “Ryan” happened to be our server. He had a natural charm — personable, attentive, and genuine. When the meal was over, I left my business card in the check envelope with a note on the back:

“Ryan: Thank you for your exemplary service tonight! I’ve never done this before, but your personality and character are unique. I manage an advertising sales call center where someone like you could make a lot of money. No pressure at all, but if you’d like to just discuss it, let me know. Sincerely, Carson V. Heady.”

I’d seen plenty of people succeed and fail in sales. It’s not an easy path, and not everyone is cut out for it. But there was something about Ryan that struck me. He had an energy that couldn’t be taught. I felt compelled to give him an opportunity, even though I rarely reached out to recruit people for this job.

A week later, Ryan called me. We talked for a while, and I could tell he was hesitant. “Sales wasn’t really my plan,” he admitted. “I’ve been saving up to go to nursing school.”

“Ryan, everything in life is selling,” I told him. “Whether you’re convincing someone to buy a product, or persuading a patient to follow a treatment plan, the same principles apply. You’ve got the natural skills for this. If I can offer you a stepping stone to something better, I’ll feel I’ve done my job. But there’s no pressure.”

To my surprise, he decided to take the leap. On September 4, Ryan started his first day in my call center. I remember him walking into the office, surrounded by seasoned salespeople with their flashy suits and polished confidence. It can be an intimidating environment, and I’ll admit I wondered how he’d fare.

Ryan’s first few months were a mixed bag. He wasn’t loud or flashy like some of the others, but he had a quiet determination. By December, he hit his sales target, which was no small feat. What I admired most about him was his empathy for our customers. Many of them were small business owners trying to make ends meet, and Ryan genuinely cared about helping them succeed.

The job, though, was relentless. Dialing hundreds of numbers a day, dealing with voicemails and gatekeepers — it’s not for everyone. Ryan came to my office twice, ready to quit. Each time, we had a heart-to-heart.

“Ryan, if this isn’t for you, I completely understand,” I told him during one of those conversations.

“But you believed in me,” he said, his voice breaking. “You gave me this chance, and I feel like I’m letting you down.”

“Stop,” I said, leaning forward. “You’re a human being. So am I — until proven otherwise.” That got a smile out of him. “This job is tough. But you’ve done better here than most people I’ve seen. Whether you stay or go, I’m proud of you for giving it your best.”

Ryan stayed for a while longer, but eventually, he moved on. His last day was January 20, 2009. By then, he’d earned enough to start nursing school and even pay for his honeymoon. I’ve followed his journey through social media, and it’s clear he’s thriving.

Looking back, I’m glad I took a chance on Ryan. That’s the part of my job I love most: seeing potential in someone and giving them an opportunity to grow. Ryan didn’t stay in sales, but the resilience and skills he gained during his time in my call center set him on a path to success.

Ryan often says I changed his life, but the truth is, he changed mine too. Helping someone realize their potential is one of the most rewarding experiences a person can have. For that, I’ll always remember Ryan fondly.

Here’s what I learned from this experience:

Recognize and Act on Potential: See untapped potential and act on it. Look for opportunities to help others grow and succeed, whether in personal or professional settings. A small act of encouragement can make a big impact.Take Risks to Grow: Ryan took a leap of faith by stepping into an unfamiliar sales role, which ultimately opened doors for him. Embrace opportunities that push you out of your comfort zone, as they can lead to unexpected growth and success.Empathy Creates Connection: Ryan’s genuine care for his customers set him apart. In any role, understanding and addressing the needs of others fosters trust and builds stronger relationships.Resilience in Challenging Times: The sales role was relentless and demanding, but Ryan’s perseverance helped him develop valuable skills. Face challenges head-on and use them as opportunities to build resilience and confidence.Focus on Skills That Translate: Ryan discovered that sales skills like communication, persuasion, and relationship-building are applicable across various careers. Develop versatile skills that can serve you in multiple areas of life.Leaders Should Offer Genuine Support: My team and I did everything we could to create a positive environment for Ryan, even when he struggled. Leaders should prioritize empathy and invest in their team members’ growth.Pursue What Aligns with Your Values: Ryan’s experience in sales helped him fund his true passion: nursing. Use stepping stones in your career to move toward your ultimate goals.The Power of Mentorship: I worked diligently to instill Ryan with clarity and confidence. Seek out mentors who can offer honest advice, and strive to be a mentor to others when you are in a position to do so.Find Fulfillment in Helping Others Succeed: Seeing Ryan’s success was a reward in itself. Helping others grow can be one of the most fulfilling parts of any career.

These lessons underscore the importance of taking risks, supporting others, and staying true to your long-term goals, all while learning and growing from every experience.

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