No two are alike! And believe me; some are more beautiful than others. Here are two recent service experiences I had – one stellar, one horrible – that illustrate just how important great CX is to customer retention. As you read them, see if you can spot any customer service lessons Vicki writes about in… Continue reading
Why aren’t more staffing and recruiting firms making customer experience a priority? It could be because agency owners are delusional. The truth is, few companies succeed in delivering great customer experiences (especially when interactions occur digitally). Case in point? Capgemini recently published research showing that, while 75% of organizations think they’re customer-centric, only 30% of… Continue reading
Ever had a client who had an extreme reaction to a relatively minor service issue with your staffing firm? It happens all the time – we all know how rude customers can get! Often, a small problem with your staffing firm is just the straw that breaks the camel’s back. For whatever reason – and… Continue reading
In one of our recent episodes of our Secrets of Staffing Success podcast, Leigh Ann Pagnard talked about the importance of doing mid-year assessments: “Look at your systems and say what’s easy and what’s hard and what should we do about it while we have the money.” Hard to believe but the year is half… Continue reading
6 years?! It’s hard to believe, but I’ve been writing this blog for over 6 years! (Here’s a link to my first ever Shareworthy Service post if you missed it). In that time we’ve witnessed the end of the Great Recession, elected a new President and ushered in an age where artificial intelligence has become… Continue reading
Are clients or candidates singing this song ^^ about working with your firm? Most staffing managers and recruiters say that they provide amazing customer service. But unfortunately, most of them make that statement based on hunches and assumptions. That’s never a good idea. In all honesty, the staffing industry has a big problem – our… Continue reading
We all know that satisfied staffing customers are more loyal. Spend more with your staffing firm. And are more likely to recommend your agency to others. But there’s a type of customer that’s 2x as valuable as a satisfied one to your staffing service: An emotionally connected one. (I’ll give you a second to let… Continue reading
Like the staffing industry, customer service is undergoing major changes. According to companies like Salesforce, social media, big data and even artificial intelligence are transforming the way customers interact with your staffing or recruiting firm, as well as the way you meet their needs. And along with those changes come – you guessed it –… Continue reading
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
We’ve all had them. A terrible customer service experience that left us fuming. After a three-day battle with an internet company, I have a few lessons in my back pocket that may benefit the staffing and recruiting industry. While you never want to deal with an upset client, candidate or customer, these tips will help… 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
