Posts by: Victoria Kenward At Haley Marketing, we operate by “The Rule of Threes.” Every service goal we set (and every decision we make, for that matter) must meet these three criteria: It must be good for the client. It must be good for our team members. It must be good for our company. What does this core value… Continue reading
“I don’t think he really understood my problem.” “I didn’t feel like I had her full attention.” “That recruiter just didn’t ‘get’ me.” We’re all busy. Distracted. Still buying into the “multitasking myth.” And you know what? Customers notice! When you don’t give an employer or job seeker your full attention, you’re sending the wrong… Continue reading
Do you relish the idea of: Telling a client that their pay rates are too low? Informing an applicant that you can’t find them a job? Calling a customer to say you have nobody available to fill their job order? Nobody does. Delivering bad news stinks. But, while there may not be a “great” way… Continue reading
Yes, there’s a connection here (I’ll explain in just a minute). If a client, candidate or even an internal employee has an issue, problem, complaint – anything that impairs their experience with your staffing or recruiting firm – wouldn’t you like to know, so you could fix it before it festers and threatens your relationship?… Continue reading
“That temp was 30 minutes late to their assignment – again!” “Nobody ever followed up with me.” “There’s a problem with my billing – I think I was overcharged.” Fielding too many customer complaints these days? At one point or another, every firm has to deal with upset staffing customers. You can’t please 100% of… Continue reading
Trying to measure the business impact of candidate experience is like trying to nail Jell-O to a wall. Or at least it used to be, until The Talent Board came up with this Candidate Experience Resentment Calculator. The calculator assumes that the candidates who apply to your jobs are also potential customers and/or influencers (i.e.,… Continue reading
“Wow, I just wish customer service would be more complicated.” – said no one, ever. Customer service guru Jeff Toister published a great post recently about the importance of simplicity in providing great customer service. My biggest takeaway? Simplicity in customer service starts internally. It makes sense: The best way to make things simple for… Continue reading
Would you use the words “simple,” “quick” and “fun” to describe finding and applying to jobs with your staffing or recruiting firm? Job seekers’ expectations and behaviors are changing faster than ever. Here’s what you need to know to keep up – and make your search & apply experience a dream:
Social experiments are fascinating, especially when we can apply the lessons learned in business. Last week, I read about one conducted in Poland which you may find interesting – because it may help you more effectively help a frustrated staffing client. Here’s a quick synopsis of the experiment: The “Fear-Then-Relief” Experiment Researchers tested a hypothesis… Continue reading
“Caring. In a business world gone numb, it’s an almost unfair advantage.” Jim Cecil, a pioneer in relationship marketing, made this very astute observation many years ago. And research shows that over 2/3 of lost business is due to a supplier’s indifference. Do you show your staffing customers that you truly care about them? We’re… Continue reading
Still cutting corners in your staffing customer service process? You may be unintentionally shooting yourself in the foot. Here are three eye-opening stats from PwC’s 2018 Future of CX whitepaper “Experience is Everything: Here’s how to get it right“: 43% of customers said they would pay a premium for a better experience. 65% of respondents… Continue reading
Friction? Save it for the science lab. Friction is neat when it creates static electricity (okay, technically it’s the adhesive forces pulling off electrons that causes the buildup of a static charge – but we’ll leave that lesson to science teachers) – but friction in service? That’s downright frustrating to your staffing customers. What causes… Continue reading
Technology is amazing. With a single click you can instantly find out where those pens you bought on Amazon are – and when they’ll arrive at your door. You’re always in the know! Now, think for a minute like a candidate applying to a position on your job board: Once you hit the Submit button,… Continue reading
Do you need to don white gloves or extend your pinky while typing? No. But whether you call it email etiquette, tech etiquette, digital communication etiquette or anything else, one thing is certain: Manners matter in staffing! Everyone is busy, and we all make mistakes. Still, communication oversights and faux pas can have serious professional… Continue reading
Sometimes, our clients need a major rebrand or completely new website to achieve their goals. Other times, it’s as simple as flipping a switch. Check out how a little Shareworthy Service went a long way in helping one staffing company dramatically improve their recruiting results: Affinity Personnel Founded in 1998, Affinity Personnel Solutions (APS) is… Continue reading
Enjoy angry clients? Love associates who walk off assignment and never return? Of course you don’t. But unless you intentionally hire for and develop customer skills in your staff, you’re setting yourself up for disaster. Great service skills are as important to your staffing or recruiting firm as a great ATS. They’re skills that allow… Continue reading
