Keep your candidates happy after placement
As all recruiters know, that glorious moment of confirming a candidate’s placement is not the end of the road. Unfortunately (and usually very frustratingly) things can go wrong after this point.
You need to ensure both your client and candidate are happy, and remain so after the placement. You might imagine that as far as candidates are concerned, surely they’re just happy to have successfully gained employment? No, not necessarily…
Here’s how to keep candidates happy after they’ve been placed in a job.
Care about the candidate
Candidates are getting increasingly knowledgeable about how recruiters operate and are therefore often aware of rebate schemes and the fact that recruiters can have personal earnings resting on the success of the placement. Bearing this in mind, you want to demonstrate that your interest in their success and happiness is not purely to ensure your commission gets paid to you, but also because you genuinely care. This genuine care is a big driver in your efforts to provide exceptional customer service, which in such a competitive marketplace needs to be absolutely spot on and exceed the expectations of candidates.
Setting a plan of action
In the wild varying disciplines of temporary and permanent recruitment, your approaches will vary. For permanent positions, you need to create an action plan that lasts at least until the end of your agreed rebate period.
Utilise your CRM/Database/Software in order to set yourself reminders to complete tasks at set intervals.
When to contact the candidate
The first contact after the confirmation of the placement should be in the run-up to the candidate starting. Call them 1-3 days before their first day to check they have everything they need.
Of course they’re likely to have already visited the premises from previous interviews, but make sure they know where they are going, who they are reporting to, what day, time and what they need to wear. In addition to this, make sure they have completed any documentation such as contracts, confidentiality agreements etc.
The next contact could be a text on the morning of their first day, ideally at least an hour before their start time. Just a casual message of good luck and a reminder that if they have any questions they can ask you.
Even though for permanent placements they are employed by the client, it is reassuring for candidates to know that you are on hand to answer any questions as a friendly extra resource – particularly if they are feeling a little daunted or overwhelmed in their first days/weeks on the job. Also, texting is a great way to provide a personalised touch; communication straight to their mobile but without the intrusion of a phone call.
Of course phoning is still a classic way to check in with a candidate and great for instant feedback, however choose your timings carefully as the clients’ policy on employee’s use of mobiles or the candidate’s work schedule may not allow for a mid-morning catch up.
For the continued duration of your Keep In Touch Plan, mix up the media you use to contact them – Add them as a contact on LinkedIn (if they are not on it suggest they join) and contact them through there as well as email, text and phoning even after the rebate is over and your commission is in the clear!
Keeping temporary candidates happy
For temporary placements, naturally you can tailor the contact according to the length of the assignment. For example, if you had 20 waiting staff at a function on a Saturday, a group text on the Monday asking them how it went and to remind them to return their timesheets would be sufficient.
For these kinds of candidates who are good for very short-term and last minute bookings, a Thursday or Friday catch up call is a good idea to find out their availability. Always remind candidates of the various ways they can contact you; phone, email, text, social media, drop into the office etc.
For candidates placed into longer term temporary bookings, contact them at the beginning, middle and towards the end of their assignment. It is particularly important to reassure these candidates that you are thinking of them and are on the case with finding them another assignment after their current one finishes.
In either situation, the key thing to remember is that although candidates don’t pay the invoices, they are still customers who require excellent service so remember to always keep showing your interest in their welfare.