I was recently asked to present a workshop to recruiters at my company, focusing on client communication and customer service. These topics are important in the recruiting world because it’s not only what you say but how you say it that can affect business. So, what is the main lesson for recruiters?
From an individual standpoint, open communication with your hiring managers and candidates can truly affect the recruiting process. A candidate’s experience when applying and interviewing for your open position relies initially on how well you communicate that position and its requirements – and later on, keeping them informed and up to date on the recruiting process and their candidate status.
This goes into the overall candidate experience, which is valuable to hiring and retaining the right talent for your organization or for your client. The same is true when speaking to hiring managers; you both have the same goal, which is to hire the best candidate in the quickest amount of time. By being on the same page and consistently communicating on recruiting progress, as well as knowing what to recruit for to begin with (i.e. intake calls), the recruiting process will run much smoother.
Maintaining a positive working relationship with your clients and hiring managers is centered on providing excellent customer service. By doing so, you’re acting as a sounding board when issues arise, a confidant when sensitive information is being communicated, and a trusted business adviser when an important decision needs to be made.
From a business perspective, you’re creating a niche and a competitive edge for your company, decreasing the risk of losing business, and ultimately, increasing your reputation as a reliable and invaluable asset to the “recruiting cause” and your client. There have been many examples at our company where clients and hiring managers specifically request recruiters to work on their positions due to their excellent customer service.
These topics can also be applied internally as well with your colleagues. Open communication will innately lead to a more creative and dynamic workplace where employees are more likely to share ideas freely. In addition, maintaining a professional level of customer service will become contagious; morale in the office is likely to increase and ambiguity and uneasiness will decrease. I think that this point really hit home with my colleagues and there’s a difference in our work environment when everyone is on the same page.
Ultimately speaking, it’s good to remember that what you say is important, but how you say it, is just as if not more important. What may seem like small and minute details can actually make or break interactions both internally and externally.
By Joe Griesbach | People Science Sr Talent Advisor