Recruiting: The First Touchpoint


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I Heart Job OffersIn the continuing webinar series “Customer Experience And…” I had a chance to talk about an often-overlooked first touchpoint: Recruiting.

Brad Farris, Principal of Anchor Advisors and advisor to many small businesses, joined me in a discussion about why treating candidates with respect is a key component in creating a positive culture and how to find the best candidates who become your best employees.

It really got me thinking. With so many job seekers out there, it is tempting to cast a wide net, not invest too much into the recruiting, and hope for the best. However, I urge you to think of the recruiting, hiring and onboarding of new hires as part of a bigger experience.

If a candidate is treated poorly, who do you think they tell? Everyone. And your company name is attached to that bad experience. In some cases, it is the very first touchpoint. Someone who is unaware of your company now officially has a bad impression, regardless of the products, people or process.

If your job posting contains grammatical errors, generic language, or even thinly-veiled disdain, how should you expect candidates to treat the process themselves?

Brad outlined 5 steps to attracting and hiring the best.

1. Create the right first impression.

Don’t forget to invest in creating a job posting that reflects your values as an organization. Call to future members of the cult by stressing what’s important to you – whether it’s attention to detail, fun or creativity.

2. Align your values.

Consider the entire recruiting process as one that reflects what it might be like to work within your culture. If you value employees who show up on time, then show up for your interviews with candidates on time.

Don’t be afraid to include some barriers to entry in your posts if it means excluding people whose values don’t align with yours.

3. Cast the right net in the right places.

Sure, it’s tempting to cast a very wide net. But it’s better to keep your recruiting pool to a smaller group. Stay focused on targeted groups of potentially interested and passionate groups to find candidates who want to work with you.

4. Treat candidates as people, too!

Candidates are future team members. Treat them the way you want your employees and customers treated. Much of this comes down to setting the right expectations. If you are not getting back to interviewers right away, let them know that. If you are not responding to all applicants, state that up front in your posting.

5. Bring them onboard!

Nothing takes the enthusiasm out of a first-day rookie more than sitting in a cubical reviewing HR binders and waiting for someone to acknowledge you need a computer, phone and business card. Think about ways to surprise and delight newbies. Help them adjust socially by assigning buddies who know your company and culture inside and out.

If you’re lucky enough to be recruiting more talent these days, treat the opportunity with respect. Consider ways to tie in the entire process with a way to represent your culture and the experience you’d like to deliver.

Thanks to Brad for a great conversation! I’ll be posting the recording soon.

What topic would you like me to tackle next in the Customer Experience And… series? I know lots of smart people who can help us dive in deeper. I’d love to hear your thoughts!

Photo credit SOCIALisBETTER via Creative Commons

Republished with author's permission from original post.

Jeannie Walters, CCXP
Jeannie Walters is a Certified Customer Experience Professional (CCXP,) a charter member of the Customer Experience Professionals Association (CXPA,) a globally recognized speaker, a LinkedIn Learning and instructor, and a Tedx speaker. She’s a very active writer and blogger, contributing to leading publications from Forbes to Pearson college textbooks. Her mission is “To Create Fewer Ruined Days for Customers.”


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