The Interview Question That Tipped the Scales

“The PayNW Interview Question strikes again.”

That was the text from my Service Bureau BFF.

No context. Just that.

Naturally, I called immediately.

He laughed. “Lori, I think we found our Tier 2 person.”

This was not just a hiring update—it was the follow-up to a conversation we had weeks earlier.

Back then, we were talking about how to strengthen his support team. His CSRs were excellent—responsive, reliable, and great with clients—but special projects kept falling behind. Not because the team was underperforming, but because they were focused on being present for their clients. They simply did not have the time to dig into deeper, project-based work.

What he needed was clear: a Tier 2 Support Representative. Someone who could troubleshoot higher-level issues, take on special projects, and support the frontline team behind the scenes.

I sent over our PayNW Client Support Specialist job description to help him shape the role—and off he went in search of the right person.

Fast forward to our call.

“I narrowed it down to two finalists,” he told me. “Both great. But in the end, my team decided based on how each candidate answered the PayNW Interview Question.”

I knew exactly which one he meant. We have used it for years. A little odd on the surface, but it reveals everything you need to know about how someone thinks.

“What would you do,” they asked each candidate,

“if you woke up, were the only person home, and the water would not turn on?”

Candidate one:

I would call my husband.

Candidate two:

First, I would check the time of year. If it is winter and freezing, I would test other faucets to see if the pipes were frozen. If it is warm, I would check the water company’s website to make sure I paid the bill. If that is not the issue, I would shut off the water at the street and keep troubleshooting from there.

Guess which one got the job?

The Right Question Does More Than Filter Candidates

The PayNW Interview Question has helped us make countless hiring decisions. Not because it is clever, but because it reveals something critical:

When something goes wrong, do you panic or get curious?

Do you look for someone to fix it for you?

Or do you start looking for patterns, data, and possible causes?

One is not wrong—but one tells you a lot about how someone shows up when things are uncertain.

The Right Network Makes Questions Like That Possible

Here is the part we do not talk about enough.

That question?

It did not just appear out of thin air.

It came out of conversations with peers.

People I trust, who think differently, who ask “What if we tried it this way?”

Just like I am in a peer group with him, his leadership team is in peer groups with mine. Over time, they have shared ideas, strategies, and yes—even oddball interview questions.

That question is no longer just the PayNW interview question. The result?

Stronger hires. Smarter decisions. A stronger resilient team built for long-term success.

Here is the thing: The best networks do not just give you answers. They help you ask better questions.

"The best networks do not just give you answers. They help you ask better questions."

And when you grow, so does everyone around you.

Have you ever picked up a tip, question, or idea from someone in your circle that changed everything?

I would love to hear it.

Gratefully,