Comments on: Customer service in Recruitment. We need to put our money where our mouth is http://gregsavage.com.au/2010/02/02/customer-service-in-recruitment-we-need-to-put-our-money-where-our-mouth-is/ By Greg Savage Thu, 17 May 2012 05:46:34 +0000 hourly 1 http://wordpress.org/?v=3.0.3 By: Guess what? Candidates are customers, too! | Only Marketing Jobs http://gregsavage.com.au/2010/02/02/customer-service-in-recruitment-we-need-to-put-our-money-where-our-mouth-is/comment-page-1/#comment-383 Guess what? Candidates are customers, too! | Only Marketing Jobs Wed, 10 Feb 2010 13:03:41 +0000 http://gregsavage.com.au/?p=635#comment-383 [...] Last week I blogged on the importance of customer service in the recruitment industry, and how Aquent is surveying customer satisfaction, and rewarding our staff based on customer feedback [...] [...] Last week I blogged on the importance of customer service in the recruitment industry, and how Aquent is surveying customer satisfaction, and rewarding our staff based on customer feedback [...]

]]> By: Oliver Urpi http://gregsavage.com.au/2010/02/02/customer-service-in-recruitment-we-need-to-put-our-money-where-our-mouth-is/comment-page-1/#comment-379 Oliver Urpi Wed, 10 Feb 2010 09:59:42 +0000 http://gregsavage.com.au/?p=635#comment-379 Fantastic approach Greg - if only more companies took note. Recruitment is supposed to be a service industry and yet 90% of the people working in it have no regard for customer service. I have started an independent website in the tripadvisor model that is aimed at this very issue. http://www.recruitmentreviews.com If Aquent (or anyone else) would like to get involved that would be great. Fantastic approach Greg – if only more companies took note. Recruitment is supposed to be a service industry and yet 90% of the people working in it have no regard for customer service. I have started an independent website in the tripadvisor model that is aimed at this very issue. http://www.recruitmentreviews.com
If Aquent (or anyone else) would like to get involved that would be great.

]]> By: Tweets that mention Customer service in Recruitment. We need to put our money where our mouth is – The Savage Truth -- Topsy.com http://gregsavage.com.au/2010/02/02/customer-service-in-recruitment-we-need-to-put-our-money-where-our-mouth-is/comment-page-1/#comment-365 Tweets that mention Customer service in Recruitment. We need to put our money where our mouth is – The Savage Truth -- Topsy.com Fri, 05 Feb 2010 12:51:15 +0000 http://gregsavage.com.au/?p=635#comment-365 [...] This post was mentioned on Twitter by IPRC recruitment, Carolyn Hyams-Aquent, Tracey Dunn, RogerPhilby, alanwhitford and others. alanwhitford said: RT @greg_savage: Lots of comment on consultant bonus debate http://bit.ly/dkrKAt @garelaos @alanwhitford @RogerPhilby [...] [...] This post was mentioned on Twitter by IPRC recruitment, Carolyn Hyams-Aquent, Tracey Dunn, RogerPhilby, alanwhitford and others. alanwhitford said: RT @greg_savage: Lots of comment on consultant bonus debate http://bit.ly/dkrKAt @garelaos @alanwhitford @RogerPhilby [...]

]]> By: Ron Lippitt http://gregsavage.com.au/2010/02/02/customer-service-in-recruitment-we-need-to-put-our-money-where-our-mouth-is/comment-page-1/#comment-359 Ron Lippitt Wed, 03 Feb 2010 18:56:46 +0000 http://gregsavage.com.au/?p=635#comment-359 Well played, Greg. It's an interesting thing, service delivery. Speaking from the Managed Service (MSP) side of the equation, I can tell you that it's an industry standard to create SLA's that speak to the satisfaction of our customers - in our case, those being the staffing companies we manage. Putting our fees at risk in exchange for a satisfied supply base seems an odd model, but is heroic in the eys of our end customers that we "put our money where our mouth is.." It's a universal goal in the staffing space, and something that truly separates top players from the rest. Well played, Greg. It’s an interesting thing, service delivery. Speaking from the Managed Service (MSP) side of the equation, I can tell you that it’s an industry standard to create SLA’s that speak to the satisfaction of our customers – in our case, those being the staffing companies we manage. Putting our fees at risk in exchange for a satisfied supply base seems an odd model, but is heroic in the eys of our end customers that we “put our money where our mouth is..” It’s a universal goal in the staffing space, and something that truly separates top players from the rest.

]]> By: Call Center http://gregsavage.com.au/2010/02/02/customer-service-in-recruitment-we-need-to-put-our-money-where-our-mouth-is/comment-page-1/#comment-357 Call Center Tue, 02 Feb 2010 11:50:34 +0000 http://gregsavage.com.au/?p=635#comment-357 It’s a nice one. A good place for discussing . It’s a nice one. A good place for discussing .

]]> By: Gareth Jones http://gregsavage.com.au/2010/02/02/customer-service-in-recruitment-we-need-to-put-our-money-where-our-mouth-is/comment-page-1/#comment-356 Gareth Jones Tue, 02 Feb 2010 10:35:16 +0000 http://gregsavage.com.au/?p=635#comment-356 Welcome to the dark side Greg and im somewhat pleased to say we are already there - so Roger that makes you third im afraid, sorry about that! This was one of our founding principles and for 17 years we have made client and candidate feedback core to peoples performance. We are slightly different and have perhaps gone further in that up to 2/3rds of a consultants TOTAL variable is based on this feedback, rather than a slug on top. And for those that might read this post and think this is fluff or guff think again. Whenever im asked by clients the usual 'how are you different' we normally have a conversation that goes something like: ME: "Well, for starters we don't pay commissions based on targets, like our competitors" CLIENT: "So who decides what the consultants get?" ME: "You do." Believe me, its pretty powerful stuff. But as Greg says, its not easy, feedback is not only hard to take, its hard to respond to and manage properly if you are not bought into it totally as a business and set of leaders. You have to believe. And a lot of the recruitment industry leaders i know actually don't. Good luck Greg, its actually quite inspiring and in some ways somewhat of a vindication to see someone with such a global reach buy into this approach. Shall we start a club?! Welcome to the dark side Greg and im somewhat pleased to say we are already there – so Roger that makes you third im afraid, sorry about that! This was one of our founding principles and for 17 years we have made client and candidate feedback core to peoples performance.

We are slightly different and have perhaps gone further in that up to 2/3rds of a consultants TOTAL variable is based on this feedback, rather than a slug on top.

And for those that might read this post and think this is fluff or guff think again. Whenever im asked by clients the usual ‘how are you different’ we normally have a conversation that goes something like:

ME: “Well, for starters we don’t pay commissions based on targets, like our competitors”

CLIENT: “So who decides what the consultants get?”

ME: “You do.”

Believe me, its pretty powerful stuff. But as Greg says, its not easy, feedback is not only hard to take, its hard to respond to and manage properly if you are not bought into it totally as a business and set of leaders. You have to believe. And a lot of the recruitment industry leaders i know actually don’t.

Good luck Greg, its actually quite inspiring and in some ways somewhat of a vindication to see someone with such a global reach buy into this approach. Shall we start a club?!

]]> By: Greg Savage http://gregsavage.com.au/2010/02/02/customer-service-in-recruitment-we-need-to-put-our-money-where-our-mouth-is/comment-page-1/#comment-352 Greg Savage Mon, 01 Feb 2010 22:32:20 +0000 http://gregsavage.com.au/?p=635#comment-352 It's yours Roger, always was. :) Greg It’s yours Roger, always was. :)
Greg

]]> By: Roger Philby http://gregsavage.com.au/2010/02/02/customer-service-in-recruitment-we-need-to-put-our-money-where-our-mouth-is/comment-page-1/#comment-351 Roger Philby Mon, 01 Feb 2010 21:01:18 +0000 http://gregsavage.com.au/?p=635#comment-351 Just great, well done Greg, now that's leading the way...slightly embarrassed you beat me to it :-) But if you don't mind i'm gonna steal it, anyone asks, it was my idea, OK? :-) Roger Just great, well done Greg, now that’s leading the way…slightly embarrassed you beat me to it :-) But if you don’t mind i’m gonna steal it, anyone asks, it was my idea, OK? :-)

Roger

]]> By: Alan Whitford http://gregsavage.com.au/2010/02/02/customer-service-in-recruitment-we-need-to-put-our-money-where-our-mouth-is/comment-page-1/#comment-350 Alan Whitford Mon, 01 Feb 2010 19:05:24 +0000 http://gregsavage.com.au/?p=635#comment-350 Outstanding approach to category and business change. You could be starting the transformation of recruitment to the Service business we all thought we were in. Great conversation on the Bill Boorman show. Looking forward to meeting up one day. Best regards Alan Outstanding approach to category and business change. You could be starting the transformation of recruitment to the Service business we all thought we were in.

Great conversation on the Bill Boorman show. Looking forward to meeting up one day.

Best regards

Alan

]]>