Posts tagged ‘customer service’

Job-Seekers’ Top-10 Lists and New Year’s Resolutions

Every year around December, people in the media seem to feel compelled to wrap up each outgoing year with various Top-10 Lists – usually featuring news events, movies, songs, TV shows, books, etc. Each December since I started Recruiter Musings back in 2009 (our visitor count recently surpassed 1 Million hits and we’re still going strong!) I’ve been posting a couple of my own “Top-10 Lists” for Job-Seekers, as well as a list of suggested New Year’s Resolutions for Job-Seekers. In reviewing those prior lists, I found that they are mostly still very relevant and timely! Oh sure, a lot has changed in the world during the last few years. But in terms of my view of the most annoying and the most helpful things for job-seekers … well, my opinions and suggestions have aged well! I’m still very annoyed by people who don’t return phone calls, and I still think Twitter is a huge waste of time! And I’m still a firm believer in the power of Networking as the number one job-seeking methodology with the best chances for success. Likewise, my suggested New Year’s Resolutions from the last few years are still the same ones I’d advise today’s job-seekers to aspire to for the coming year.

Rather than trying to re-invent the wheel, I simply went back and re-edited the past year’s postings to make sure they were still accurate and up-to-date so that I could simply refer back to them. (By referring back to those newly edited original posts instead of re-posting them as new, the readers’ comments at the bottom of each of those articles have also been preserved.) SO … here are the links:

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 Top 10 Most Annoying Things for Job-Seekers

 Top 10 Most Helpful Things for Job-Seekers

 New Year’s Resolutions for Job-Seekers

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December 1, 2014 at 11:56 am Leave a comment

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

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!

July 6, 2010 at 12:01 am 26 comments


Michael Spiro

About the Author:

Michael Spiro has been a 3rd-Party Recruiter and Account Executive for nearly 20 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

 "Why Did You Leave Your
         Last Job?"

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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