Yes, Customer Service is Still Important!!

I’ve signed up for two different services in the last year and, unfortunately, had the same incredibly disappointing experience with both. It is so frustrating that it prompted me to write this article on a topic that I hadn’t even thought up with regard to recruiting: Customer Service. Have you ever felt like you were the last person on Earth who seems to value this simple idea? I’ve had this conversation many times with friends and family who are frustrated with their internet service or streaming service or cell phone service, etc. It includes so many different services, such as website hosting and video chat services, that is difficult to compile a thorough list. It actually became easier to discuss companies/services that have customer service because that list is so much smaller.

I recently wrote an article about how AI is hurting the hiring process and I cited a stat from Forbes stating that over 42% of rejected offers were rejected because of poor experiences during the interview process. When it feels as though a company is concerned with everything in the world more so than simply helping me by answering a question or solving a simple problem, it’s tough to trust that company. Especially if they are asking you sign an employment contract and give a minimum of 40 hours/week to said company. Anyone in sales will tell you that the best way to form a relationship with a client is to endure a mistake on a project/sale so that you can demonstrate to that client how you will act in times of crisis. Being honest about what the situation is and solving their problem as best as possible establishes a foundation of trust. It’s easy to work with anyone when things are going well, but how do they react when something goes awry?

So, how do we do Customer Service? This is a critical area of focus for Mier Talent Consulting. Not only because the hiring process is a rollercoaster for both candidate and hiring manager alike, but because it’s the right thing to do and, in our minds, the only way to do business. Loyalty is built on trust and trust is only established by demonstrating that your priorities are my priorities. If a mistake is made, admit to it and correct it, including providing a timeline of how that will happen. We are all flawed people just trying to make our way through life, that it not an excuse to ghost someone or excuse your way through not meeting a deadline. Provide feedback and data, explore what took place and how it impacted the outcome, allow frustrations to be vented, and explore how to avoid that molehill becoming a mountain. Most important of all: communicate. No news is never good news, at least not in the world of recruiting.

If you are frustrated by the lack of Customer Service that you receive from your recruiting firm, give us a call and we’ll show you that there is a better way.