“Skilled professionals are in high demand!” “People have options and bargaining power!” “People expect more and Candidate Experience is paramount!” But every day I read about how people that are in different stages of the interview process are left wondering what happened…they interviewed a week ago, two weeks ago, a month. They’ve followed up with their recruiter, whether corporate or being represented by an agency – and are not hearing back. Recruiters don’t call candidates back who don’t get passed onto the next stage.
What is wrong with the candidate experience for so many people out there? More importantly, why are companies still getting this wrong? It’s 2018 and candidates still are hearing the same crickets as they did 5, 10, 15 years ago…
If you are in a Staffing/Recruitment, you have got to hold yourself to a higher standard today. Good recruiters know this, but I wonder how many recruiters are taught best practices. Here are some things that I believe are “must-do” practices:
Setting Expectations – Setting expectations no matter what they are is key. Yes, I know it’s tough and uneasy to tell candidates – that are 80% qualified – but don’t have ALL 100% of the skills needed for the job posted, that they are not going to be looked at. But as the recruiter you have the insight into what the critical skills and qualifications that the hiring manager/client wants so you should share it with the candidates that apply. Convey this to the candidate. I get on the phone and tell candidates all the time, “Look John, I know you can do the job, you know you can too…but the fact of the matter is that the hiring manager is putting a premium on X or Y skill and that is what they are really looking for – even though the job description does not emphasize it…” Trust me, the candidate will appreciate the fact that you didn’t waste their time but more so that you didn’t leave them hanging in the wind and gave them “fake hope” – you gave it to them straight.
Use the phone – No one is saying to call everyone with every update. But I hammer the phone still and I believe that’s one of the reasons my candidate engagement numbers have always been at the top. All the top executive recruiters take the time to make phone calls to candidates that they start working with. Using emails and asking questions that go back and forth for a day or two is silly when a 5 minute conversation can iron out everything. Pick up the phone, you have the ability to talk and think strategically and computers still can’t do that. But if you don’t pick up the phone and don’t add any value, don’t be shocked when “Jenny AI” takes your job.
Follow Up with the Feedback – You have talk to candidates on the phone when you get feedback that took them out of the running. There’s nothing worse than being rejected by opening your auto-generated email. Picking up the phone and saying “Hi Jane – I’ve got a little bit of bad news..you didn’t get the job Jane, but they really liked you and I’m going to keep an eye out for you” means a lot today. It allows for final thoughts, a last chat, maybe a strategic thought or two. It’s a decency thing. It gives the candidate a feeling you care – and it separates you from the rest of the pack. Because candidates feel like nobody cares…so you be the one to do it – because if you don’t, then you’re no different than an auto-generated email. And guess what? Jenny “AI” can do auto-generation faster and more consistent than you. Don’t let Jenny “AI” take your job!
It’s 2018, let’s move closer to bringing “more human” back to a fundamentally human business function, Talent Acquisition!
Vinay Singh is a subject matter expert in the Talent Acquisition business transformation field.
His passion is deeply rooted in research and analysis; he writes about people and culture engagement and looks to solve the critical workforce issues of today.
Author – Vinay Singh
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