The Lost Art of Customer Service: Unreturned Phone Calls & Emails

July 6, 2010 at 12:01 am 26 comments

I hear a lot of complaints from job-seekers. Obviously, when someone is out of work they encounter a lot of frustrating situations. It’s often said that looking for a job is itself a full-time job. The process of searching and interviewing for a job is actually a sales position. You are “selling” an intangible … yourself! You are selling your experience, your skills, your personality, your talent, and your abilities to solve a potential employer’s problems. [Read “Why Job Hunting is a Consultative Sales Position” for more on that topic.]

Being rejected or ignored is a regular part of the job-seeking routine. It’s the nature of the beast. Professional sales people may be used to facing rejection on a daily basis … but most others are not. Emotionally, that can take a huge toll on a person’s attitude, which is a big problem when maintaining a positive attitude is so critical to a job-seeker’s chances of success. [Read “The Power of a Positive Attitude.”] Professional sales people do not fear rejection, nor do they take it personally. They simply plow forward, knowing that the more times they hear “no,” the closer they are to a “yes.” However, I realize that job-seekers are not all professional sales people, and rejection is much harder for some to handle than others. [Read “The Double-Whammy of Rejection and Isolation” for more on this.]

Of all the complaints I hear from job-seekers, by far the most common one is people not returning phone calls. Not too far behind that is a lack of response from emails sent. The sad fact is, most online submissions go totally unanswered. That’s why savvy job searchers do not rely on simply applying to online job postings, but rather spend most of their time networking, finding ways to go around HR, and talking with actual decision-makers at their target companies. [For details on how to network your way to a job, read “How to Network: A Step-by-Step Guide for Job Searching.”] Most résumés and online applications go into the proverbial “Black Hole of HR.” [Read “Avoiding the Black Hole of HR” for some strategies on getting around this fate.]

I understand why most online applications go unanswered. The majority of those applications go directly to an HR Department that is flooded with resumes and candidates. Sadly, many of those applicants are not truly qualified for the positions they are applying for. Most recruiters and HR people are looking for exact matches to their job requirements, and are under a tremendous amount of time pressure to screen an overwhelming flood of applicants. [Read “The Brutal Truth on How Résumés Get Eliminated” for more on how that screening process works.] They simply don’t have enough time to respond to each and every application they receive. I get that.

However, having said that, what I don’t get or accept is the seemingly total lack of a good old fashioned “customer service” attitude at so many places. There are certain companies that are famous for their top-notch, world-class customer service. Neiman Marcus and Disney are two that immediately come to mind. Those companies are known to bend over backwards to treat everyone who comes in contact with them – both their existing customers and their potential customers – like royalty. People flock to do business with them in large part due to that customer-centric attitude and the positive experience it produces. Executives from Fortune 1000 companies in all sorts of diverse industries fly to Disney’s Corporate Headquarters in Orlando every year and pay tens of thousands of dollars to take Customer Service Workshops from them in order to learn how they do what they do, and to emulate their fantastic model.

Now, when someone sends an application or an email with a résumé to a company, and then gets absolutely no response … what kind of message is that company sending? Do they not realize that every negative impression they create by such non-responsiveness trickles down to their consumer base? Do they not understand that all the dollars they spend on their website and media advertising designed to increase their company’s positive image are undone by such non-responsiveness? Don’t they get the simple fact that totally ignoring an applicant is just plain unprofessional and quite frankly, rude?!

One easy solution that any company could institute is SO simple. They could have an automated program that sends an acknowledgment to each applicant explaining that their résumé has been received, and will be reviewed. It could also include a simple disclaimer that only qualified applicants will receive a further response. Personally, I think those automated responses should also include the name and contact information for an actual live person who is overseeing the search for that position – but I also realize the unfortunate truth that most companies are afraid to identify a specific individual and invite direct inquiries to that person. It’s much easier for them to dodge applicants and avoid the responsibility of returning emails or phone calls if they keep the identity of their HR screeners or corporate recruiters a secret!

I’ve instituted an automated response system like the one described above for any applicants contacting my company, Midas Recruiting, so I know that it’s not that difficult to do. Now I realize that when any company sends an automated “canned email” response saying they’ve received a person’s résumé, it generally means nothing … but at least the applicant knows they received it! Unfortunately, most companies don’t even do that simple thing.

Phone calls are another story. I can understand why most companies don’t return most emails … their recruiters and HR screeners are often overwhelmed with hundreds of emails each day, and simply cannot answer every one. But voice-mail messages? I’m sorry, but I have NO patience for people who don’t return calls. As a recruiter, I always made it my rule to return every phone message I got within 24 hours – usually the same day. In my experience, I’d only get one phone message for every 100-200 emails – an unfortunate sign of the times. It’s so easy to hit “send” and so hard to pick up the phone and actually try talking to someone! I feel that anyone who makes the effort to call me deserves a response. To do otherwise is just rude. I expect the same professional courtesy from the people that I call and leave messages for, as well. Maybe I’m just naïve … but to me, that’s just basic customer service!

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Entry filed under: Advice for Job Seekers. Tags: , , , , , .

Comic Relief: Job-Seeking Humor – Volume 3 Explaining Short Job Stints and Employment Gaps

26 Comments Add your own

  • 1. Sarah Lowengard  |  July 6, 2010 at 8:56 am

    Michael

    I couldn’t agree more. Most businesses –not just in HR departments–need clearly stated reply standards.

    In the past 18 months the New York Times has run a few articles about the no-reply problem for job seekers, and some drastic–and sometimes amusing–solutions.

    I would recommend that the auto-reply message include a date by which successful candidates will be contacted. Doing so might cut down on calls to the unidentified live person overseeing the search. It would certainly help serious job seekers in their planning.

    I’m not sure I buy the “too many responses.” argument, tho. Given the current level of unemployment and uncertainty, wouldn’t an overlarge number of responses to any job posting be the norm? Lack of response suggests to me a) the HR department is disorganized and out of touch with the realities of job-searches today; b) this firm treats potential employees inconsiderately and may treat employees (a kind of captive audience) no better.

    Cheers!
    Sarah
    (whose clients tell her that her reply standards–99% by close of business 100% by 9:30am next business day–are one of the many impressive things her practice)

    Reply
  • 2. Richard Sobel  |  July 6, 2010 at 12:08 pm

    Over the past 6 months I probably dealt with about 35+ top level companies and would say 50% provided professional communication regarding rejection. You see a similar pattern with companies that advertise. They spend huge sums trying to acquire customers and then provide poor customer service.

    Thanks for your continued insights.

    Dick

    Reply
  • 3. Rick Mahoney  |  July 6, 2010 at 12:13 pm

    My problem is that these issues most commonly come from recruiters. You get an e-mail or call to get your résumé in for a position. Many times you have to fill out forms and add other components. This takes time. And, granted, that I’m out of work and have time, to not get an acknowledgement or call back lacks professionalism and common courtesy. NO, is an acceptable answer. Get it more times than I like. But, it is far superior to being ignored or simply blown off.

    Reply
  • 4. Ollezaza  |  July 6, 2010 at 12:42 pm

    HR is not a Customer Service function, even if we non-HR agree it should be. Obviously, the HR “industry” does not believe it should be, otherwise there would be more change in their practices, and more outcry from their own members.

    I just had a humorous (i.e. sad) experience with a HR who–on a LinkedIn discussion–said that their company made an effort to reply to applicants:

    Although this company has a couple of jobs listed on LI, they had many more listed on their company website–and not easily found, I assure you.
    [Michael, I think you’ve reported on this before, how some companies feel their job listings are so precious, they don’t want applicants to easily find & see them!]

    I applied to one of the jobs using the *company’s* internal ATS. I also sent a complementary email to the HR via LI.

    I did not receive an automated response from the ATS, nor from the HR. Typical.

    Thru some online research, I found the HR’s phone number–published by herself–on one obscure website, marginally related to sourcing.

    Over a 3 week period, I left 2 voicemails and one more email for follow-up. You can already guess the results: 0% response from the company.

    Oh yeah: the company’s main business is providing a B2B Service to businesses in the restaurant industry – a service that supposedly will improve their clients’ Customer Service offering.

    Reply
    • 5. Michael Spiro  |  July 6, 2010 at 12:55 pm

      Ollezaza:
      Excellent comments. I would only add that I disagree that “HR is not a Customer Service function.” I say that any part of a company that comes in contact with the public in any way, shape or form (and certainly HR falls into that category) should be considered part of Customer Service, and should be behaving in such a way that it enhances that company’s image in the minds of those it touches.
      -Michael

      Reply
  • 6. Whitney Dean  |  July 6, 2010 at 12:51 pm

    Thanks, Michael — you really hit the nail(s) on the head with this one. I’ve been out of work for 6 month now (not that long compared to so many others), and am frequently frustrated by the process. As a meeting planner, I’m in a people/service industry, and completely agree with you about the lack of customer service mentality — I’d even call it simple courtesy or civility.

    I also agree with your point about job-seekers needing to “sell” ourselves. I think, however, that this is perhaps more difficult for those of us who are “of a certain age.” I was brought up not to toot my own horn, or brag about my accomplishments — and it’s very hard to overcome that. I do KNOW that I’m good at what I do, and when employed, my main concern is to do the best possible job I can. But sales has never been my forte, and sadly, this is even more true when I am the product.

    Reply
  • 7. Karen Hegmann  |  July 6, 2010 at 1:14 pm

    Michael – As a job seeker, I can identify with everything in your post. It’s so true that, by ignoring applicants, a company is showing its true colours. Many people would prefer that a company be honest about someone’s qualifications, than to get the standard HR response so often heard by job applicants. It’s really quite scary to know how many companies are out there that just don’t get it. As you say, they spend thousands on PR campaigns – yet lose out when they treat job applicants as if they’re invisible. Also – you never know where life will take you…and the same people who are ignored today might end up being your best customers tomorrow. Companies should take a moment to reflect on your thoughts as it could save them time and money in the long term.

    Reply
  • 8. Robert Corbin  |  July 6, 2010 at 1:16 pm

    I agree, and to those companies who run a blind ad, they dont want you to know who they are, in these identity theft days, it is often difficult for me to send information to someone I have no idea who they are, and with no responce, you keep wondering who has my information. And further, some of them want a reason why you want to work for this company, What company, they refuse to idenifity themselves, how could anyone answer that?

    Reply
  • 9. Mary McKitrick  |  July 6, 2010 at 1:21 pm

    Michael, very glad to find your blog – thanks for leaving the bread crumbs at LinkedIn! I’ve added your blog to my Google Reader. Helpful for job seekers AND interviewers, and anybody else who has to put themselves out there.

    I also deplore the lack of communication from companies that I contact as a vendor. I spend a lot of time researching the companies I’d like to work with, so when I send a personal email it’s frustrating not to get any kind of response. I always follow up within a few weeks, but if they don’t want to hear from me a simple “we’re all set, thanks” would be all it would take.

    Mary

    Reply
  • 10. Julius Nagy  |  July 6, 2010 at 1:29 pm

    It’s not getting a response to a job application online that is frustrating…I got over that months ago. It is when a recruiter says that they are presenting you to a company, and you hear nothing from the recruiter, even after multiple phone calls and emails. Now, it could be that the company has given them no reply…then tell me that! You stand to make a minimum of 20% of my year one salary; do you not owe me any common courtesy? Perhaps in an economy awash with candidates, there is no value in customer service? So much for the lessons learned in those customer service courses!

    Reply
  • 11. Wes  |  July 6, 2010 at 2:44 pm

    Michael: I agree wholeheartedly. Even more frustrating to applicants is the fact it is seemingly acceptable to have an interview with a candidate, and then never return a call to inform the candidate of their status. Imagine! How rude and unprofessional to think that HR/recruiters take the time of a candidate for an initial phone interview, many of whom are unemployed and desperately seeking work, and then never call them back to inform them that the position has been filled, or they were not chosen for the position. This, in my opinion is just unacceptable, and seems to have become common. A friend of mine on Facebook lemented the other day the fact that she had applied for a position, and without even an initial phone interview, or call, was sent a personality profile to complete. how lazy, unprofessional, and even uncaring are these practices? I understand having large workloads, and multiple candidates to work with, however, it is not that hard to compile a simple declination letter to at LEAST e-mail to candidates that have been contacted for a position that is no longer open. Ideally, especially for high level professional positions, a phone call is best. Apparently, with this day and age of electronic medium, personal contact is a skill that is no longer practised, or required, as should be the case. Frankly, this particular issue makes me embarrased for my profession, and needs to STOP!

    Reply
  • 12. Dennis Black  |  July 6, 2010 at 3:39 pm

    Michael:
    I agree with you 100%. I have been in this business since 1977 and have maintained the practice if someone takes the time to send me a resume it is my duty to at least respond. I get many responses to postings and yes it takes time but to me its common courtesy. I get enough non returned calls from possible clients that I know how it feels to be ignored. I do not think there is a quick fix to the problem as companies, as we know are finding ways of reducing support staff and the first thing to go is customer service and company loyalty.
    – Dennis Black

    Reply
  • 13. Carlos Chavez  |  July 6, 2010 at 8:08 pm

    Michael:
    I just wanted to let you know that your remarks regarding customer service are “right on”. I would like to add that customer service extends beyond the HR department and touches all facets of business.

    As I have now moved forward and started my own accounting business, one of my selling points has been to provide “best in class customer service”. My training and job experiences early on at IBM Corp reinforced the notion that you can not provide world class products without providing world class customer service. And that applied to all levels within the organization. That is why we provided the best products in the industry for many years. Those words have stuck with me to this day.

    The good news is that my clients truly appreciate what many consider now a “lost art”. Thanks again!

    Carlos M. Chavez

    Reply
  • 14. Mark Meeks  |  July 6, 2010 at 10:52 pm

    I also understand the flood of applicants and the time constraints. What I don’t get is that during the interview process when both sides have invested a significant amount of time and effort, there is no follow-up even after the promise of it. During an interview I was on I heard multiple times from multiple people that I would need to be ultra responsive to requests for assistance or problems as the incumbent they were looking to replace was not. The interview seemed to go very well and the leader of the interview team promised I would here from him in a week or two. Needless to say I did not and my attempts at contact went unacknowledged. How sad, I would have been happy with a one-liner e-mail. The incumbent was only following the lead of his superiors. It was a great opportunity for both parties but I would never work there or recommend them to another candidate. I gladly jump through all hoops during the application process and some have been extensive. My time is also at a premium, I (like most of us) don’t just sit around twiddling my thumbs waiting for responses, I always remain productive in one way or another. On the other hand I have gotten several nice responses for further information or thanks but no thanks e-mails. I would welcome the opportunity to revisit employment or recommend these companies to others. That’s my two cents.

    Reply
  • 15. Sam  |  July 7, 2010 at 2:44 pm

    Not to disagree that there is a lack of attention from the corporate view, but it works both ways.

    In this economy, when jobs are scarce, I am surprised at the lack of attention to keeping interview appointments from prospective new people. Over half of the interview appointments I set are simple “no shows” and on the follow-up call I either don’t get a return call or “I forgot”. You would think when things are tight, there would be more attention to an occupational opportunity. Regardless if it is a “perfect fit” or not, any opportunity is at least worth exploring if someone has been “out of work for a year”. It’s not like anyone is forcing the prospect hire to take the position if it gets offered, but I feel they should get the facts to make an informed decision before counting themselves out from the start. What’s to lose besides about 30-60 min of your time collecting unemployment? I could be a life changer.

    Just my 2 cents.

    Reply
  • 16. Jerry Norman  |  July 7, 2010 at 6:00 pm

    I’ve been on both sides of the hiring challenge, and I’ve spent nearly 30 years in Tech marketing. You are absolutely correct: Why don’t firms act more respectful of the human on the other end? I think it generally speaks volumes about how employees are treated after they’re hired, too.
    You are also correct that the solution you offer would go a long ways.
    Most firms claim to be customer-centric. But in my experience, the only ones that really are are those who also treat their vendors with respect as well.
    Especially in times like this, they forget that applicants can choose to go somewhere else. Yes, offerings are quite specific, but even an applicant has only one option now, just how “restless” he/she will be is partially determined by their impression while “courting.” And even applicants who are turned away can have friends who might be more qualified, so word of mouth is a factor whether that qualified candidate bothers to look into the company.
    Finally, part of this problem is created by applicants thinking they can sort of “beat the system” by getting around the gatekeepers. Applicants need to understand that, in this economy, “pushy” applicants actually reduce the chances of making the cut. Most jobs require employees to “follow the rules,” and such end-runs don’t indicate a willingness to cooperate with others.

    Reply
  • 17. Whitney Dean  |  July 8, 2010 at 11:11 am

    Sam, I absolutely agree with you! I’ve been out of work for 6 months, and short of being hit by a bus on the way there, I connot conceive of blowing off an interview. I apply for everything that I think I have any chance at, and am thrilled when I get a chance to talk to someone in person at an interview.

    And to Jerry, I appreciate your comments, too. But I’m a little confused — most of the job search advice I’ve read says we should do everything possible to get a name and address the resume/application to that person and follow up with him.her. First of all, in many (even most) cases that’s easier said than done. But based on your comments, where is the line between very interested (committed) and “pushy” ?

    Reply
    • 18. Michael Spiro  |  July 8, 2010 at 11:33 am

      Whitney:
      There’s a big difference between using networking to reach out to a decision-maker at a company, and being “pushy.” I agree with Jerry to a degree – knowing how to “follow the rules” and working though the proper HR channels is important at many companies. Trying to “beat the system” at those places might mark a candidate as a trouble maker. On the other hand, if you feel that you are getting little or no response from those proper channels, and are just ending up in the proverbial “Black Hole of HR” by playing by the rules … then it’s time to be creative and find other ways to get yourself in front of someone other than an HR gatekeeper. This all assumes, of course, that you really are a perfect fit for the position you are pursuing. If you’re not, then it really is a waste of time for everyone involved.
      – Michael

      Reply
  • 19. Noah  |  July 8, 2010 at 3:22 pm

    I think if people applied for jobs they were qualified for, more people would take the time to respond. When I post a job, 75% of the applicants are not even close to meeting the requirements for the job. Why do they apply? Because all they need to do is click a button. We have an auto-responder respond to them, but for those that just read the job title and hit reply, I do not follow up with. If I felt they were a qualified candidate, and took the time to read the job description and write a proper cover letter, I will reply. But in today’s mass market approach to job hunting, why should I as the employer pay respect to the job hunter who didn’t begin with the respect of even reading the job posting in the first place?

    Reply
  • 20. Rick Mahoney  |  July 8, 2010 at 3:43 pm

    Ah, but yiou have the right of it, Noah. You respond with a form letter automatically, and then if you, personally, go deeper, you respond personally. An exellent solution and it gives closure and recognition where it is deserved.

    Reply
  • 21. Galit  |  July 8, 2010 at 4:10 pm

    Talking about the importance of customer service. I would like to share my experience of an outstanding cutomer service that I have witnessed recently which is not related to job seeking but to how companies in general should treat a customer.
    So recently I visited the Hilton Hotel in the Boston area. this Hilton Hotel had a wonderful package deal for its cutomers for bed and breakfast. I went there with my family and we were treated very very nice. The reataurant was open according to customer demand so you could eat there even if you came at 10:30p.m. The waiters and stuff gave us excellent customer service. They were nice, patient,polite and were very enthusiastic to serve you in the best way possible. If I wanted towls to my room, they brought it to me right away. If I wanted to drink or eat something different then the menu, i recieved it. This is really the kind of customer service every company should give. If it is to hire or someone or for a customer.
    I must say that if I have a chance to go back, I will in a second.

    Reply
  • 22. Jessica Marlett  |  July 8, 2010 at 7:49 pm

    Jessica Marlett • I know that applicant tracking databases like Taleo, Brassring Hiresystems, PC Recruiter and others do have an automated response that can be sent to each applicant. However, I also know from experience that often the requisitions are put in at such a high volume, sometimes the recruiter, hiring manager or individual posting the job does not trigger the automated response, and I’m wondering if it should just not be a default. Another question I would like to broach is this…Is an automated response good customer service? It’s a sad fact that with the volume of applicants and the miniscule amount of recruiting staff and HR personnel it is impossible to offer that “personal” touch. I made the change from Corporate America to a smaller company. My office just hired an IT specialist and the Hiring Manager came to ask me what an appropriate disposition message would be to send the unqualified candidates to let them down easily. I beamed with pride at working for a company that recognizes common courtesy and appreciates the weight of our current job market. Thank you Michael for your post.

    Reply
  • 23. Andrea Cañon  |  July 9, 2010 at 1:58 am

    Michael, I totally agree with you. That “sense of customer service” is a key element of the overall business activity and even more so in any HR-related practice. You cannot state that you work for a people-oriented organization if there is not such regard of basic principles for the way that individuals (candidates, business partners, co-workers, suppliers, customers) should be treated.

    Reply
  • 24. Jerry Norman  |  July 12, 2010 at 2:45 pm

    A couple more thoughts for recruiters/employers and for job seekers, from a marketing and sales perspective:
    1) Remember that many, many job seekers have no idea how their resume will be graded as to fit. Most did not interact with this level of hiring at their previous jobs. Some saw situations in previous jobs where specific job requirements were overridden because “the perfect candidate” came along, according to The Boss. When you receive resumes not fitting requirements, they are thinking that there is some unspoken or implied wriggle room that they might benefit from. If they never get any response from from the recruiter they will never know how close (really, how far) they came to making the 1st cut.

    2) If you are applying for a job where “pushiness” or “initiative” is a key component, such as sales, it makes more sense to bend the rules about contact. If the job is in accounting or manufacturing, it would probably be a negative.

    3) If you are going to try to get somebody’s attention, be sure that you will have the goods if you succeed. Otherwise you are wasting everybody’s time. The marketing corollary is that great marketing cannot make a lousy product successful.

    4) Remember who are competing with, and how you want to be remembered. Everybody tries to hammer through to the recruiter’s phone. Everybody tries to get a unique email plea through. If you succeed, it is more likely to be seen as a failure in gate keeping rather than a creative and persistent candidate. So try tactics that are unusual, such as a snail mail package that includes an unusual enclosed item that gets appropriate attention and curiousity. For example, my last name is “Norman” so something relating to Norman Conquest or Norse Vikings might work – if I can somehow relate to the job I’m after. Of course, if it results in a call, and my details are off the mark, it is pointless.

    5) There is something to karma. What goes around comes around. Pay it forward.

    For applicants, be polite and considerate, as you would want to be treated if you were a recruiter. If you get an interview of some sort, try to get as much feedback as you can, painful as it might be. Ask for suggestions of other places too look. Long shots, yes. But you never know. It takes a brave person to ask such things under such stress. Most recruiters will recognize that and consider it. What goes around does come around.

    For recruiters. Remember the 80/20 rule. Don’t let the few really frustrating applicants make you treat the majority of them less than you would want to be treated in their shoes. That means figuring out how get those bullets out at each stage of the game. because it is the right thing to do. And if you include some suggestions about improvement or relevant sources to seek them, all the better. You don’t know when today’s rejected applicant becomes tomorrow’s hot prospect. Maybe not for you but for your company or one of its divisions.

    Thanks for listening to my pontificating. People will be doing much more job changing in the future, and it won’t be a recruiter’s market for ever.

    Reply
  • 25. Brent Hardin  |  July 14, 2010 at 1:38 pm

    Hi Michael,
    I found your posting interesting but not surprising. I understand why a HR department or recruiter would not respond to a resume seeker who is blatantly under qualified for the position. what confuses me is when you meet or exceed every qualification that the job posting requires, but you are still ignored. I can handle rejection, but I do lose sleep over being treated as a non-entity, and then to see the position that you are highly qualified for newly posted day after day. I was speaking with an HR person a couple of weeks ago and mentioned that his company certainly had a lot of postings, he very candidly told me that the jobs didn’t really exist but they bought blocks of postings and figured they might as well use them before they expired!. I have learned that phantom postings are common on the big job boards, but if you aren’t going to contact qualified people, why not let them expire? Maybe I’m naïve, I have always found Linked in to be a haven in the job search storm, but with increasing frequency the same lack of response is happening here. I am sure that being an HR person or recruiter these days is like eating at a buffet, but do you toss out the pork chops just because you’re having prime rib?

    Reply
  • 26. Dan Goldberg  |  August 22, 2010 at 2:31 pm

    Michael, another great post. I understand the HR point of view that electronic technology creates a flood of responses that is impossible to keep up with. However, if an applicant advances along in the hiring process, I think it is incumbent on a HR professional to communicate with that potential employee from that point on every step of the way, and in a timely manner. Applicants simply want to know where they stand. If they’re no longer being considered, just let us know so we can move on.

    Here’s my latest example: I was contacted by a store in a retail chain and invited to a recruiting seminar. Shortly after that event, I was asked back to speak to two store managers. I had a phone interview with a regional manager. I was asked to return to the store to meet the top manager, although I ended up meeting with two other employees instead. I was invited to another recruiting seminar by another store in the chain. I attended, and again I was asked to come back and meet with employees from THAT store. I was told I would hear from them in a couple of days. A week after that, I emailed the managers at both stores asking if they could update me on the status of their seawrch for employees. Only one of the two responded, replying that he “would update me very soon.” That was three weeks ago.

    So OK, if email a resume to someone for a job I’m not qualified for, I don’t think you owe me anything. But if YOU contact ME, ask for a lot of my time for interviews and travel, YOU must communicate with me about the resolution of the job opening. As candidates we invest a lot in a process like this, and we should be given the courtesy of knowing when our efforts would be better spent elsewhere.

    Reply

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Michael Spiro

About the Author:

Michael Spiro has been a 3rd-Party Recruiter and Account Executive for over 15 years. He is currently the Director of Recruiting / NE Ohio Region for Experis Finance, a dedicated business unit of ManpowerGroup. Other recent positions include President of Midas Recruiting, a boutique head-hunting firm, Director of Talent at Patina Solutions, and Executive Recruiting positions with two of the largest search firms in North America. Before his career in the staffing industry, Michael was a manager in a large non-profit social-services organization. And in a former life, Michael was active in the entertainment industry, with extensive road-warrior experience as a touring performer (singer-songwriter / guitarist / comedian) and as a recording artist, producer and booking agent.  [More...]

Index (by Topic):

Résumés & Cover Letters:
 The "T" Cover Letter - The
         Only Type Worth Sending

 The Brutal Truth on How
         Résumés Get Eliminated

 Explaining Short Job Stints
         and Employment Gaps

 The Résumé Test &
         Checklist: Does Yours
         Pass?

 Beating the Résumé-
         Elimination Game: Where
         Do Recruiters' Eyes Go?

 The Truth About Lying on
         Résumés

Networking:
 How to Network: A
         Step-by-Step Guide for
         Job Searching

 Looking for Networking in
         All the Wrong Places

 Targeted Networking: How
         to Effectively Reach Out

 The Art of Giving: the Key to
         Effective Networking

Interviewing:
 Face-to-Face Interviews:
         Secrets, Tricks and Tips

 Phone Interviews: Secrets,
         Tricks and Tips

 Skype Interview Tips ...
         Welcome to the Future!

 Nuggets: A Secret
         Interviewing Technique

 Answering the Dreaded
         Salary Question

 20 Surefire Ways to Blow
         an Interview

 "So, Do You Have Any
         Questions?" Nailing the
         Interview Closer

 Cool InfoGraphic: "What
         You Wish You'd Known
         Before Your Job
         Interview"

Age Discrimination:
 Age Discrimination: Secret
         Conversations Revealed

 Age Discrimination:
         Exposing Inconvenient
         Truths

 Are You "Overqualified?"
         Handling the Age Issue

 Baby Boomers to the
         Rescue! An Idea Whose
         Time Has Come ...

 Overcoming Job-Search
         Obstacles and
         Redefining Your Career
         After 50

 Advice for Recent Grads
         and Career-Changers

Switching Jobs:
 The Proper Way to
         Quit a Job

 Counteroffers: Just Say No!

General Job-Seeking Info:
 The Real Truth About
         Working with Recruiters

 Contract/Consulting Jobs
         Explained ... Available in
         3 Different Flavors

►  What Recruiters Say
         vs. What Job-Seekers
         Hear

►  The Dirty Truth About
         Misleading Unemployment
         Statistics

►  Let the Jobs Find You:
         Making Yourself More
         "Searchable"

 "Help ... I Need a Job!" A
         9-Step Guide for Newly
         Minted Job-Seekers

 Avoiding the "Black Hole
         of HR"

 Is Your Elevator Pitch
         Taking You UP
         or DOWN?

 Time Management: Recipe          for a Well-Balanced Job          Search
 Getting Un-Stuck from your
         Rut!

 The Double-Whammy of
         Rejection and Isolation

 "Unemployed Need Not
         Apply" - Working Around
         This Scary Message

 Using Social Media to
         Enhance Job-Searching

 Warning: That Rant You
         Posted Just Went Viral!

 The Golden Rule for
         Business: Never Burn
         Bridges

 The Power of a Positive
         Attitude

 Why Job Hunting is a
         Consultative Sales
         Position

 Top 10 Most Helpful Things
         for Job Seekers

 Top 10 Most Annoying
         Things for Job Seekers

 New Year's Resolutions for
         Unemployed Job-
         Seekers

Job-Seeking Humor:
 Comic Relief: Volume 1
 Comic Relief: Volume 2
 Comic Relief: Volume 3
 Comic Relief: Volume 4
 Comic Relief: Volume 5
 Comic Relief: Volume 6
 "In Transition" and Other
         Awkward Euphemisms

 Candidates Gone Wild:
         Recruiter Horror Stories

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