Posts by: Victoria Kenward It’s no secret: More and more, staffing firms are competing on customer experience to achieve competitive advantage. But what, exactly, does it mean to “compete on customer experience”? Competing on CX requires more than merely making incremental improvements, adding new features or services, or dropping your prices. To win at CX, your staffing agency must… Continue reading
How is your staffing agency managing the candidate drought? With unemployment trending downward for years, the job market continuing to expand, and baby boomers retiring at an unprecedented rate, you don’t need me to tell you how painful talent shortages are these days. But while your staffing or recruiting firm may have little control over… Continue reading
Metro Staffing Founded in 1993, Metro Staffing is a full-service staffing firm with nine locations throughout the U.S. Each day, they employ thousands of field workers in a wide range of administrative, skilled trades and light industrial roles. The Challenge: As their name implies, Metro Staffing strives to make working with them efficient and enjoyable…. Continue reading
“No problem.” “My pleasure!” Which of these simple phrases would you rather hear? The difference is subtle, but definite. Both let the customer know that the speaker (i.e., a staffing firm employee) will help them with their request. The first phrase, however, includes the word “problem,” which has a negative connotation – as opposed to… Continue reading
Job seekers can be brutal. Anyone who’s worked in the staffing industry can attest to this fact, right? We have all seen how they air their complaints – very publicly and unfiltered – on social media and review sites. But whether candidates’ scathing remarks are accurate or completely fabricated, one thing is certain: In today’s… Continue reading
Especially when it comes to your job postings! Before you conclude that I’ve lost my marbles, hear me out: We all know how tough it is to recruit qualified candidates these days. One of the most effective ways to grab their attention is by listing a competitive pay rate. Here’s why: Job seekers are busy…. Continue reading
Offering an amazing customer experience is an important competitive differentiator for many staffing and recruiting firms. But changes in customers’ expectations and technology make it tough to consistently WOW clients and candidates. What worked yesterday won’t necessarily cut it today, much less tomorrow. What’s Changing in Customer Experience? Customer experience futurist Blake Morgan has boldly… Continue reading
Be a kinder person? Lose weight? Quit smoking? Anyone who knows me will tell you that I’m not a fan of New Year’s resolutions. While people’s intentions may be good, the vast majority of them (92%, according to University of Scranton research) abandon their resolutions within just a few months. I am, however, all in… Continue reading
An ATM that spits out presents – instead of assessing fees? A hotel that gifts not one – but TWO – high-end clock radios to a customer who fell in love with one during her stay? Yep, customer service can – and should be – this amazing. Ready to get in the holiday mood? These… Continue reading
The holidays are a perfect time to reflect on the year you’ve had, be thankful for your successes, and find ways make your staffing firm even stronger in 2018. One great way to do that? Resolve to read my Shareworthy Service posts each month! In them, I share research, insights and best practices for creating… Continue reading
How are great questions like cookies? Sometimes, you have to ask – or have – just ONE more. Let me explain. When it comes to staffing, your clients don’t always know what’s best for them. In fact, many of your customers aren’t sophisticated enough buyers and consumers of staffing to know what questions to ask,… Continue reading
It’s confidence, baby! If your reps and recruiters don’t believe: In themselves – and their ability to do a great job In the service your team will provide – both internally and externally In your “product” – the quality of your candidates, and the solutions your firm provides …how can you expect clients and candidates… Continue reading
Waiting for someone to lean in and whisper a warning that you’re about to lose a valued staffing client? Don’t hold your breath. Today’s staffing customers have choices. Lots and LOTS of choices. A single service mistake can jeopardize your business relationship with an organization. Heck – even clients that have gladly used your services… Continue reading
Touting “amazing service” as a point of differentiation? Branding your organization as an “employer of choice”? Hanging your hat on delivering an “exceptional customer experience”? Then you’d better have a customer-centric company culture. (Now THAT’s a mouthful!) But what exactly does it mean – and how can your staffing or recruiting agency build one? At… Continue reading
I love it when our efforts yield amazing marketing results for our clients. And the measurable results we delivered for Top Notch Personnel (e.g., a 6,000% increase in social web traffic) certainly qualify as “amazing.” But statistics don’t always tell the whole story of everything we do for our clients – and this shareworthy service… Continue reading
Responsive service. Personal attention. Every staffing firm says they provide these – which makes it extremely tough to differentiate your company on customer experience. If you want to set yourself apart based on service, you need to elevate your CX. Make sure your service is truly shareworthy. And be sure you’re not committing one of… Continue reading
