With so many out of work these days, employers can practically sketch their ideal employee and find someone to perfectly fit the image.

Not many would sketch Nic Schoonbeck.

A decade of drug abuse had left the 24-year-old with a felony arrest record and bedraggled appearance. But as Rhonda Abrams explains in her book Wear Clean Underwear: Business Wisdom from Mom, the owners of Zingerman’s deli in Ann Arbor, Michigan, prided themselves on looking beyond externals when interviewing prospective hires. So instead of being put off by Nic’s unkempt ponytail, torn t-shirt, and spotty résumé, they welcomed him aboard and assigned him sandwich duties.

Nic quickly proved himself a dedicated sandwich-maker—so dedicated that, before long, he was complaining about fellow workers who weren’t so conscientious. Rather than ignore his complaints or lament hiring a grumbler, his bosses decided Nic was worth some additional investment. They sent him to classes where he could learn to train, manage, and motivate other workers. Within six months, Nic the Unemployed Recovering Addict became Nic the Upwardly Mobile Supervisor.

Rather than using his newfound power to bludgeon his underperforming coworkers, Nic paid his opportunities forward. He became a teacher, pulling employees aside and patiently praising their efforts, then explaining how to improve their performance. “That’s how my boss talks to me,” he told them.

Although he still didn’t look the part of the ideal employee, Nic had proved the adage that about not judging books by their covers. Because of their willingness to look beyond the surface, Zingerman’s made a great hire, and Nic got a second chance.