Craft a Superior Client Experience

Author: Allen Cash

Allen

As a recruiter working in a firm which treats you like a business partner, you must be focused on your clients and think strategically about client relationship management. During tough economic conditions creating a superior client experience differentiates you from your competition.

Client experience:
To help you deliver a superior ongoing client experience, a structured method of regularly and successfully interacting with your clients works the best. If you keep your clients well informed and up-to-date, they will be more engaged in the process and more likely to send referrals your way.

Building rapport with new clients begins with presenting a clear overview of your firm’s expertise and capabilities. Guided by a disciplined recruiting process, convey that your goal is to thoroughly understand your client’s hiring challenges and formulate a tailored recruiting solution.

Educate your clients about the challenges of recruiting and how your firm has effectively responded to those challenges. This plays a major role in building a credible image of your firm. Following are some of the areas where innovation can help your clients build loyalty towards your services:

  • Building a highly capable recruiting team
  • Holding regular client meetings or scheduling conference calls
  • Building a customized sourcing and recruiting strategy
  • Being critical on key process implementation and continuous learning.
  • Investing in your employees and encouraging performance oriented attitude.
  • Foreseeing the changing market conditions and strategizing accordingly.

Get to know your clients well.
This is the first step in presenting a superior experience for your client. Get to know your clients by keenly observing their business personality and conducting methodical research. Your primary objective is to learn all that you can about your clients and use it at the right time to develop trust.

Review your client’s business goals and objectives. Your ability to listen carefully and adapt to client needs quickly is essential. A fact-gathering session is absolutely the most important time you spend with your clients, as it sets the tone for your future relationships.

Be proactive in stating challenges and offering solutions.

Demonstrate clearly to your client that you understand their goals by developing a modified process based on their specific needs. Carefully document the process and get the client’s approval on the work process documents.

No matter how enthusiastic your clients are during the initial stages avoid haste. Ensure that all the processes are effectively set. The most powerful thing you can do is to give the client suggestions like their business partner focusing completely on their interests. Over a period of time when you give intelligent suggestions to the client they begin to appreciate your acute business acumen.

Implementation of the ‘high quality client experience’ designed processes.

Establish regular communication on a daily operational level, this will clarify client expectations and business priorities every step of the way. Your actions and client expectations will be in sync and you will develop a much stronger expertise of the client’s account. In addition to the daily conversations set up regular weekly or bi-weekly discussions with the clients. These are high level business consulting discussions where you go over the reports, observe trends and suggest changes to maximize productivity. This strengthens your position as a recruiting specialist whose priority is developing a long-term consulting relationship. When the client comes to an agreement with you on implementing new processes an innovative and the fast moving client account is established.

Always be alert.
Anticipate problems before they arise and prepare a plan of action. Present the plan with the possible challenges to the clients before they bring up concerns. This is important, as it is not uncommon for your clients to experience heightened anxiety in critical business situations. Having a ready plan of action will reduce the client’s panic and will not defocus from producing results.

Constant follow-up.
Follow up with the client by always asking them for feedback and areas of improvement. This helps you understand the logic and intelligence of your client’s expectations. The constant feedback seeking helps in raising the bar of performance within your own company.

It is imperative to constantly monitor your own performance. One of the best ways is to conduct periodic client relationship surveys. Ask your clients to rate your services objectively in terms of the overall productivity. Be clear in showing clients that your desire to constantly improve is to produce better results for them.

Client relationship surveys give you the opportunity to examine other issues that might exist. It also creates opportunities to get referrals if you have delivered a superior client experience over a period of time. The goal should always be ‘customer delight’ and not just mere satisfaction.

First-rate technology keeps you focused on client relationships.
Effective technology and administrative support fine tunes the superior client experience. High speed internet and error free networking can help you spend more time with your clients uninterrupted. Automated processes for the administration of new accounts, user centric designed websites and error free performance reporting are the basic necessities for offshore recruiting.

This is the iPlace way of creating an exceptional and sophisticated client experience. Most of the iPlace clients have valued and endorsed this approach.

In my opinion, offshore recruiting is moving away from a typical ‘service oriented business’ dependent on an individual recruiter’s performance. Instead, it is emerging to be an integrated and consultative business. To make the best out of emerging trends, stay consistent with your commitment to differentiate your practice from your competition and brand yourself as innovative thinkers. Give your clients the experience of tomorrow, today!

Self Branding

Author: Sophia Simon

self branding

How to survive in the times of recession? The answer is Self Branding.

In big companies there are thousands of people working at any given point in time. Everyone finishes their work on time, works hard, meets the deadlines and strives to get ahead. But, these things will never make you different from others as everyone does the same more so in the recession. Everyone is focused on work and their career. So what is it that can differentiate you from the crowd – The answer is self branding.

In marketing, branding is the entire process involved in creating a unique name and image for a product (goods or services) in the consumers’ mind, through advertising campaigns with a consistent theme. The aim of branding is to establish a significant and differentiated presence in the market.

You can apply the complicated definition above in the following simple way in order to brand yourself:

Unique name = your unique qualities or your talent

Product = you

Consumers = your boss or top management

Advertising campaigns = the ways or the strategy or the process you use to make yourself popular

Market = people at work

Self branding is a process of differentiating yourself from other people at work. It gives you a competitive edge over the others and thus enhances your chances for promotion and visibility in the long run.

Self branding involves finding out, enhancing and exposing your unique talent which makes you stand out in the crowd. This is special, your talent only you have this talent! It can be anything, the way you speak, your ability to build relationships and bridge interdepartmental gaps, your managerial qualities, your leadership qualities, innovative ways of doing tasks and more. Your qualities need to become more visible, the way to do this is to work with other people and to let them benefit from your qualities. There is no better way to spread a message than by letting other people experience it and get some gain from you. You unique qualities should add value to your company, your colleagues and you. After doing a self assessment and finding your unique talent if you feel that your talent is not that advanced then you need to hone your talent so that it can be truly beneficial.

Here are the steps for self branding:

1)        Identify your unique qualities.

2)        Enhance and develop your talent. If you feel that you need to sharpen your skills go for some training.

3)        Spread awareness – Make others aware of your unique talent by using it to help people across the board.

4)        Be Genuine and maintain professional relationships – Help people without bias and try to be a people person.

5)        Give respect to everyone

6)        Keep yourself open to others ideas and their unique ways so you’re constantly learning.

7)        Showcase your talent and Increase visibility by participating in a lot of work and outside work activities.

Self branding does not happen in a day’s time, it is a long term process. Patience is the Keyword!

If you want to really assess yourself then you can take a test and ask your colleagues to tell you honestly what they feel about you. Urge them to be openly critical and prepare yourself for some hard hitting facts. If you find out facts that you feel are not in sync with your self image then you start working on the plan for self branding.

I hope this article was of some help to you.  Go for self branding and see the difference.

CEO of iPlace will be Speaking at the Staffing World 2009

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Hank Levine, President and CEO of iPlace will be speaking at Staffing World 2009, the American Staffing Association Annual (ASA) Convention http://www.americanstaffing.net/convention/index.cfm.  ASA is one of the largest staffing trade associations in the US and ASA’s annual convention is probably the largest of all the staffing shows.  The annual convention and expo will be held from October 20 to October 23 in Orlando, FL at the Orlando World Center Marriott Resort.

Hank will be conducting one of more than 40 informative staffing specific workshops.  His presentation is entitled “Use Offshore Recruiters to Lower Cost – Select the Right Partner”.  It covers the two articles iPlace employees wrote for Recruiting Trends on “How to select an Offshore Recruiting Firm” www.recruitingtrends.com/online/thoughtleadership/1330-1.html and “Best Practices for Working with an Offshore Recruiting Firm” www.recruitingtrends.com/online/thoughtleadership/1409-1.html.

Hank’s presentation will last one hour.  Here is the synopsis that will go into the Staffing World 2009 program:

“Would you like to know how to cut costs without diminishing your recruiting performance or revenue?  Global recruiting expert, Hank Levine, will show you how teaming with an offshore recruiting partner can reduce recruiting costs by 50 percent, increase placements and revenues, and help put more Americans to work”.

“Partnering with an offshore recruiting firm allows your recruiters to offload time consuming but important tasks such as candidate sourcing and screening.  With the new found time recruiters can work on and close more job orders, spend more time with candidates, and make better matches and more placements by better understanding the needs of hiring managers.  These results will only be achieved if you select the right partner.  Hank will walk you through a point-by-point checklist to use during the selection process and explain how to avoid pitfalls such as choosing a company with poor infrastructure or high recruiter turnover”.

I’m really looking forward to this event and I wish Hank all the very best for his presentation.  For more information on the convention or to register as an attendee, visit staffingworld.org.  They have some heavy discounts going on currently!