Sound like a lofty business goal? Achieving it is easier than you think, if you do this one simple thing: Keep your customers longer. Marketers say it costs six times more to win a new client than it does to keep an existing one. Six times! So if you improve your client retention – even… Continue reading
Looking for a New Year’s resolution that will make your staffing firm more successful in 2017 – and takes less than 10 minutes to do? Resolve to read my Shareworthy Service posts each month! In them, I share research, insights and best practices for creating consistently exceptional customer experiences – for clients, candidates and even… Continue reading
A “customer journey map” is exactly what it sounds like. It’s a diagram that visually charts a customer’s experience with your staffing service – from developing initial awareness, to engaging with your company, and through building a long-term professional relationship. But it’s far from a straight line. Just as a traveler may take myriad routes… Continue reading
Earlier this year, we surveyed over 500 staffing professionals to answer one simple question: In recruiting, sales and marketing, what works best? Today, I’m continuing our series of posts that breaks down the data we collected and provides practical takeaways your staffing firm can use. If you missed any of the earlier posts, here are… Continue reading
Anyone who knows me will tell you that I LOVE to travel – whether it’s biking along the Erie Canal, exploring small towns in Europe, or just hiking through one of our state parks. I also think it’s important to regularly go on another kind of “journey” – your customers’ journey, to be exact. What’s… Continue reading
It should have something amazing at the center! A Tootsie Pop has a delicious chocolate core inside. But what should your staffing or recruiting firm have at the heart of it? You guessed it: your customers. No, I’m not advocating locking your clients inside your storage closet (that would be weird and illegal). What I… Continue reading
Ever said that you liked something (an outfit or a home-cooked meal) to protect a loved one’s feelings? “Yada-yada-yada-ed” your way out of an uncomfortable conversation with an acquaintance? We all have! But in business, there’s no room for “versions” of the truth. If 20 years of running a company has taught me anything, it’s… Continue reading
I happen to have a great one: It’s National Customer Service Week! Never heard of it? Here’s a quick overview for you: National Customer Service Week (NCSW) is an international celebration of the importance of (you guessed it) customer service. This year, NCSW runs from October 3rd through October 7th. The U.S. Congress proclaimed NCSW… Continue reading
Want to make your staffing firm the happiest (and most successful) one on earth? Inject a little of Disney’s magic into your customer service. Recently, Becca Searns, a Marketing Support Specialist with Haley Marketing, took a trip to Disney and had a great customer experience in a really unlikely place: a parking garage! Below, she… Continue reading
Recently my one year old son had to undergo surgery. It was a serious procedure given his young age and the involvement of anesthesia. Needless to say my wife and I were nervous going in. I saw a lot of parallels between this experience and with my professional life. Let me explain. My role with Haley… Continue reading
You place an employee on a temporary assignment at a client’s site. You know it’s a slam dunk – they’re going to love him! The assignment ends, you send an email to your contact asking how everything went – and you don’t hear a peep. No news is good news, right? Little did you know… Continue reading
Difficult. Demanding. Unreasonable. Rude. Every staffing firm has clients that drive them nuts. Here are a few of my personal “favorites” (yes, the quotes are intentional): The Waffler. He can’t tell you what he wants, but boy – he’s great at telling you what he DOESN’T want. The “Get it Done Yesterday” Guy. He expects… Continue reading
Which would you rather have: bad service or incompetent service? Yikes – how about neither? Customer service guru Shep Hyken recently wrote a great post on the difference between bad and incompetent service. You can read the full post here, but I’ve distilled the main points below. What’s BAD customer service? Essentially, bad customer service… Continue reading
What do Best of Staffing® winners do differently? It’s simple: they treat their talent amazingly well! Summarized from Inavero’s What Makes Best of Staffing® Winners Different?, this infographic highlights the key actions BOS winners take that give them distinct advantages in recruiting and retaining exceptional candidates: Lessons for your staffing or recruiting firm: Treat your… Continue reading
It may work on the dance floor (if you have the moves, that is), but it’s a baaad idea on social media – especially when heated discussions are carried out on public platforms for all the world to see. “What Not to Do” on Social Media This recent Buffalo News story provides a perfect example… Continue reading
Balance Staffing Founded in 1997, Balance Staffing’s mission is to match talented candidates with great work opportunities. Providing staffing and workforce management solutions, their mission and values (integrity, relationships, passion and innovation) guide their actions today and decisions tomorrow. The Challenge: To accommodate the needs of two distinct divisions, Balance Staffing used two applicant tracking… Continue reading
