To read the newsletter
online - visit www.recruitingnews.com.
Recruiting News is a free electronic newsletter published by Recruiters Network. Recruiters Network is the Association for Internet Recruiting. It is a free organization for HR Professionals and Recruiters.
In addition to our newsletter, we offer a free resource center to enhance recruiting success. Visit us at
www.recruitersnetwork.com.
*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*
IN THIS ISSUE
Newsletter Sponsors
A Note from the Editor
Today's Recruiting News Headlines
Featured Recruiting Jobs
Weekly
Article:
How To
Keep Your Clients Coming Back
Special Trials and Discounts
Recruiting
Polls and Trends
Layoffs and Downsizing
Report
Recruiting Essential Bookmarks
Upcoming Conferences
Site Of The Week:
SemCo Enterprises, Inc.
Final Note - On The Lighter Side
*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*
Newsletter Sponsors
1.
CareerBuilder.com: Driving Quality Candidates for the
Staffing Industry!
CareerBuilder.com offers
staffing firms the most effective solutions in the
industry by providing exposure wherever quality
professionals are located, ultimately bringing the best
to you! In addition to our 130 local partners and 350
other strong online partners, CareerBuilder.com has
recently been chosen to power the online career channels
of AOL and MSN, beginning in January 2004. These
partnerships promise to bring YOU an additional 6
million candidates monthly!*
Let us customize a program that's right for your company
- call 877-FILL-A-JOB today!
*Media Metrix, August
2003
*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*
A Note From The Editor
A few weeks ago we added
a layoffs section to our newsletter. See a few sections
below. It was hard not to overlook the following
Sony to cut 20,000 jobs over three years.
*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*
Today's Recruiting News Headlines
View HR/employment
news
headlines or our Recruiting
Newswire.
Please send us with your
press releases, news items, personnel changes, etc. Click
here for submission instructions.
*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*
Featured Recruiting
Jobs
This section highlights
several recruiting related positions recently posted on
Recruiting Jobs. To view all jobs or to register
for a career agent
click here.
Looking to hire
recruiting professionals? Post a 60 day job
posting ad on RecruitingJobs.com for $75. (Save $25% off
first posting...mention discount when registering)
Register
to post >>
*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*
Weekly Article
How
To Keep Your Clients Coming Back
By Mike Ramer
A wise, long tenured veteran in the search business
once said to me,
“Our business can be very complex, yet at its heart
it’s very simple.
Always KISS [Keep It Simple Stupid]: It’s all about
servicing clients.”
 How
very true. With all of our technology, successful search
consultants know it’s still the people skills – the
human touch -- that separate the $300K+ billers from the
rest. Unquestionably, the latest technologies can
increase our effectiveness. The foundations of great
service businesses are built on both the efficiency and
know-how of those performing the service. The underlying
secret to the search business lies in creating effective
processes in both marketing and service quality.
Think for a minute about the service professionals in
your life: Your doctor, your lawyer, your accountant,
your financial advisor or insurance salesman. How did
you initially come to them? Referral from family or
friend? Convenience? Maybe, price? You heard “they were
good?” How long have you used their service? Why do you
continue to go back to them? Do they meet or exceed your
expectations every time? What would cause you to look
for a different professional? Think about the same for
your search business.
The holy grail of search lies in delivering
the kind of service where clients always come back.
Early in my career, I was fortunate to have attended
a management development program with a Fortune 50 bank
– a world class service company. Many of the classes
emphasized service quality. Two Disney-style courses I
remember were: “How To Delight Your Clients Every Time”
and “The Magic Of Customer Service.” The same rules
apply today for our search businesses past, present and
future. The question now is:
What can we do to increase the quality of our
service?
Why not ask our clients – the very people we are
servicing?
In my first work assignment following the management
program, I had the opportunity to write a “Client
Satisfaction Survey” for our region’s most valued
business clients. One of the survey’s questions was, “If
you could choose to meet any person in our company, who
would that be and why?” Not surprisingly, the survey
came back with multiple answers citing the CEO. So we
put together an event with the CEO in attendance as the
keynote speaker. We had a terrific turn-out and a room
full of satisfied clients. The buzz generated in the
marketplace increased referrals and led to referrals and
new business.
Now I’m not suggesting that you ask the same question
to your clients. Reason being -- I’m not sure how
thrilled they would be meeting the CEO of your firm! But
the idea here is clear:
KISS: To keep our clients coming back,
we need to learn what our clients want, then deliver it
and exceed their expectations.
Another survey question we asked was, “What can we do
to service you better?” Answers came back such as, “I’d
like to be called once in a while when you don’t want to
sell me something.” So, we implemented a Service Quality
Calling Program. On a consistent basis, our sales people
(whose titles were Relationship Managers) would call
quarterly to ask, “Is there anything we can do to assist
you with at this time?” Mostly, answers were, “Not now,
but thanks for calling.” The result: A positive, service
quality reputation developed which led to measured,
increased client retention.
Create a client satisfaction survey, written or
verbal,
and ask your clients how they want to be serviced.
The best ideas can come from them.
Those who have seen my training know that I emphasize
why it is so important to be a consultant to our
clients. The same approach is closely tied to how we
service them. Thinking like a consultant, let’s ask the
following service quality questions from our clients’
perspective:
What do our clients expect from us?
- Being available when they call us.
- A can-do, communication style.
- Qualified candidates.
- Reasonably fast service.
- Competitive pricing.
What can we offer our clients to exceed their
expectations?
- A trusting, open relationship.
- Anticipating their needs/thoughtfulness.
- Industry-specific market knowledge/intelligence.
- Our advice, counsel and/or recommendations.
- Referring top tier, excellent fit candidates in less
time than we said we would.
- Your idea: _______________________
- Your client’s idea: _________________
(Notice I didn’t mention price! In fact, higher fees may
equate to a higher level of perceived service quality!)
To exceed client expectations, we need to deliver
what we said we would in the time frame we said upfront.
10 KISS Service Quality Ideas:
1- Communicate with your clients on a consistent,
regular basis, whether it by phone and/or email. My firm
sends a valued-added email to our industry specific
client segments on a quarterly basis.
2- Send a personal note and/or article in the mail that
you thought a client would be interested in. (Even if
they don’t, they’ll appreciate your thought.)
3- Take your client to lunch (or a sporting event or a
concert) for no reason other than to get to know them
better. Or send them the tickets!
4- Send holiday cards. An e-card can be fast and
cost-effective.
5- Tell your client a memorable story. Laugh with them.
6- Share industry specific knowledge that will help them
“look good” internally.
7- From your conversations, anticipate their need to
fill an open position and call with a qualified,
motivated top candidate.
8- As highlighted above, create a “Client Satisfaction
Survey” designed to ask your clients how you can
increase your service quality.
9- Your idea: ________________________.
10- Your client’s idea: __________________.
In closing, I’d like to leave you with one more
thought. As we know, search and recruitment is a sales
business. Yet at its heart, it’s about service quality.
We have numerous sales figures we’re tracking: # of
marketing calls/day, # of sendouts, sendout to placement
ratio, etc.
Why not consider tracking service quality activity –
as well as sales –
and reward staff accordingly?
Ideas for service quality tracking are:
> Phone calls and/or letters received from clients
commending service quality.
> Client Satisfaction Survey scores. (CSS’s)
> Track and/or record Service Quality Calls. (SQC’s)
> Implement Service Quality Awards -- monthly, annual. (SQA’s)
> Your idea: ____________________.
> Your client’s idea: ________________.
In summary, by taking simple steps to increase your
service quality, you can significantly increase your
firm’s repeat business – and keep your clients coming
back. The time to implement such programs is now, just
at the market is poised to strengthen in the new year.
If you’d like to receive my firm’s Client Satisfaction
Survey (CSS), email me at mramer@ramergroup.com and I’ll
forward it to you.
About the Author
Mike Ramer, CPC, is a
national trainer for the search industry. Mike designed
his “ART of Search” training programs which he delivers
in-house at recruiting firms and conferences nationwide.
For more information about Mike’s training and speaking
schedule, please visit his firm’s website at http://www.RamerGroup.com
or email him a mramer@ramergroup.com.
*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*
Special Trials And Discounts
Below is a partial list of trials and discounts that companies
have extended to our readers.
Click here for full list. If your company is interested in
offering a promotion/discount, please contact
us.
1.
TechRef – the
only online IT database designed specifically for the
non-technical professional.
When you run into
Information Technology and are confused by the jargon,
you need a translator.
TechRef defines more than 15,000 terms, acronyms,
products and vendors. You can find a definition or read
an entire paper on a particular subject – as much or as
little info as you need.
View the 20-minute demo, free demo now or
contact us for a 30-day free trial subscription.
TechRef is available 24/7 and is updated daily –
whenever new products are released, revised, renamed or
whenever new technology appears. You really have to see
TechRef to believe it!
2.
Preferred Hire Plus - FREE TRIAL! - Utilizing State-Of-The-Art
Predictive Screening Technology, Preferred Hire Plus analyzes every resume
you receive and automatically ranks them based upon a pre-determined set
of criteria.
2.
Human Resources Executive
- Free trade publication.
Written primarily for
vice presidents and directors of human resources, the
magazine provides these key decision-makers with news,
profiles of HR visionaries and success stories of human
resource innovators. Stories cover all areas of human
resource management, including personnel, benefits,
training and development, HR information systems,
relocation, retirement planning, workplace security, and
healthcare.
Get
your free subscription >>
3.
Internal
Corporate Phone Directories - 10% off
If you use corporate
phone directories to find suitable candidates, this
unique service may be of interest. Corporate Contacts
has directories of many companies which list name,
direct phone number, title and often email addresses.
They have directories for many industries, like
pharmaceutical, Big 5 CPA/Consulting, etc. Mention
Recruiters Network to receive a 10% discount. Contact
Stan @ (301) 587-1819. These directories are a great way
to recruit from companies in your industry.
4.
NicheBoards.com
- Gateway to a Million Quality Targeted Candidates
Call Center : CallCenterJobs.com
College Students / Graduates : CampusCareerCenter.com
Finance / Accounting : jobsinthemoney.com
Health / Science : Jobscience.com
Hispanic / Bilingual : LatPro.com
Human Resources : Jobs4HR.com
IT Professionals : Computerwork.com
Logistics / Transportation : JobsInLogistics.com
Marketing / Sales : MarketingJobs.com
Military Transitioning : DestinyGroup.com
Retail Management / Hourly : AllRetailJobs.com
5.
Job Posting Discounts - Save on Job Postings
Recruiters Network has
developed an extensive career site directory and many
have offered our members special discounts. Click
sites offering discounts and promotions.
6.
RecruitingJobs.com - $75 Single posting
Looking to hire
recruiting professionals? Post a 60 day job
posting ad on RecruitingJobs.com for $75. (Save $25% off
first posting...mention discount when registering)
Register
to post >>
7.
Job.com - Free
Tour
Job.com invites you to take
a Free, Personal Guided
Take advantage of
over 2 million unique visitors per
month, 70% of which have never been to Monster, HotJobs,
or CareerBuilder.
The Job.com user interface is Powerful, Intuitive, and
Easy-To-Use.
You can take our Free Virtual Tour
here >>
*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*
Recruiting Polls and Trends
Trend
Watch:
Fully
three-quarters of Fortune 500 companies offer one click to
apply functionality.
Trend Watch is sponsored
and provided by iLogos,
a division of Recruitsoft.
Click
here for a complete archive.
*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*
Layoffs and Downsizing
Report - NEW
Recruiters Network has added
a layoff and downsizing report section to its
newsletter. This section can be a great leads source for
candidates.
More information on how to use this section here.
*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*
Recruiting Essential Bookmarks
Resume Search Products
-
AIRS - Passive Candidate Search Engine - Free
Demo!
Sort through 2
billion Web pages in less than 10 seconds. Find people
inside Companies, Colleges & Organizations. Harvest
merged, purged and de-duped results. Save resumes to
your disk, or send them to your ATS.
-
TalentHook - A very powerful resume searching tool
that searches resumes from paid and free resumes
databases, newsgroups, universities and online
communities. Also can flip search and Xray companies,
ISP's, Organizations and more.
Free Demo!
*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*
Upcoming Seminars &
Conferences
Click here for schedules for upcoming conferences and
seminars.
Recruiting Conference and Expo
Tactics for Today --
Strategies for Tomorrow
Learn
from and interact with recruiters from some of America's global business
leaders.
Mention Recruiters Network when registering for
early bird discounts.
View
all upcoming conferences
->>
*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*
Site Of The Week
SemCo Enterprises, Inc.
– Training solutions to demystify IT
If IT
makes you feel as if you don’t know what you’re doing,
SemCo is your one-stop resource for technical
knowledge. IT has a large and confusing vocabulary -
our
seminars/web-based training will help you with the
basics of computer terminology.
SemCo
has been developing training solutions and computer
terminology products for over fifteen years and is the
nationally acclaimed authority in this field. Discounts
available when you mention Recruiters Network.
*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*
Final Note - On The
Lighter Side
"Don't let the fear of
the time it will take to accomplish something stand in
the way of your doing it. The time will pass anyway; we
might just as well put that passing time to the best
possible use."
~ Earl Nightingale
*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*
All rights reserved.
"Recruiting on the Web" is a free electronic
newsletter for the HR and Staffing Industry with a
circulation of over 36,000. To be featured or sponsor
the newsletter please visit
our media kit. If you have a Quick Tip you would like to
share email us.
If you have a press release or news item,
click
here for submission instructions.
If you have a co-worker or friend who might be
interested in our newsletter, have them register
at
www.recruitersnetwork.com.
If you email address is changing or has changed, please unsubscribe
and reregister at
www.recruitersnetwork.com.
Copyright © All
Rights Reserved
RecruitersNetwork.com | 
