3 Customer Service Quotes that Apply to the Candidate Experience
Recently it’s been said that job candidates should be treated like customers. As the war for talent rages on, it makes sense: To capture a consumer’s business, companies create a great customer experience. To capture coveted job applicants, organizations must create a positive candidate experience.
Here are 3 customer service quotes to keep in mind as you create and evaluate your hiring practices.
#1 “Your most unhappy customers are your greatest source of learning.” – Bill Gates
The common assumption is that every applicant who doesn’t get the job will be unhappy. While there may be some truth in this, listening to complaints can lead to important changes in your hiring process. Providing post-hire surveys to the person you hire, as well as the top prospects you interviewed, is a great way to learn what you did right and what you can improve. Learning from unhappy candidates is the best and most efficient way to improve your hiring process.
#2 “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” – Jeff Bezos
When you invite a candidate to your office for a face-to-face interview, the candidate becomes your guest. By being a good host, you can make the interview a pleasant experience that bolsters your employer brand. What would a good host do? Ensure someone is there to greet the candidate at the door, perhaps offer a beverage. Do a little research on the candidate and find ways to break the ice to make them feel as comfortable as possible. When candidates are at ease, they talk more and you gain greater insight into who they are as a person and as a potential employee. When the interview is over, walk them to the door and thank them for coming. If they’ve had a good experience, they’ll want to come back.
#3 “It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” – Warren Buffet
Arguably the easiest and yet most effective way to ensure you are providing a good candidate experience is to treat your applicants how you would like to be treated. In today’s world, applicants have to wait weeks, sometimes even months (if ever), to hear back from employers. Companies rarely keep candidates updated on the status of their application and sometimes, those who are interviewed and are never contacted again. For candidates who participate in out-of-town interviews, getting reimbursed for travel expenses can be a long and tedious process. When applicants have a bad experience, it’s likely that they will not apply to your company again, nor recommend your company to their friends. Recall your experiences as a job candidate. What did you appreciate? This simple question is a great place to start.