What Can Search Firms Do Better?

A corporate recruiter speaks

If you are a strong recruiter within a corporation, the need to use TPR's should be minimal. However, sometimes our cup runneth over with req's so there is the occasion where you need to call out to an industry expert to support or enhance your own corporate recruiting efforts.

And when I do pick up the phone, I expect a Third Party Recruiter to be a Recruiting Industry Expert. Perhaps that's my problem. Are my expectations too high? $10K to $25K on a placement to a TPR is a lotta loot!. So is it too much to ask that I receive a certain level of customer service? I'm not asking for a foot massage but please, please acknowledge that you've received my req at the very least!

I recently heard from a recruiter on our team that two of the TPR's she's been dealing with appeared to be "too busy to squeeze us in". When she called the TPR to ask why she'd heard nothing back from them on her request for assistance, she got five minutes of whinging that they were so busy dealing with other clients they didn't even have time to acknowledge receipt of our requirements, let alone work on them!

Another Account Manager that we've spoken to within a very well known agency let us know when we called in a need, that he was out on vacation and it wouldn't be touched for a week! (At least he set expectations!).

Bottom line:

(1) Understand the company. This is obviously Sales 101. If you're using that approach to target and acquire business, why wouldn't you carry it on once you've done so?

(2) Pick up the phone! You were expecting a req but havent received it. don't just shoot an email to your client. Pick up the phone, "Hi there, we're waiting for your requirement, have things changed?" Then, at least acknowledge the receipt of the req and give us a call to confirm!

From my personal experience, I have found the communication style from the smaller, more boutique/niche firms best fit my needs as opposed to the big TPR's.

With the larger firms you may be dealing with a different Account Manager or Recruiter over the next week/month as staff turn over is typically high and you have to repeat yourself all over again.

I also think that the structure within a larger agency tends to be sales driven and around "volume over quality" with a focus on commission based sales as opposed to understanding corporate recruitment needs.

Again, it's really a matter of getting back to basics. You've received the honor of doing business with a large corporation. So, don't be lazy. Move forward each day and gain our trust and respect. What does this result in? Repeat business, obviously!

By Sonya Morath (adapted from a comment on ERE)

Comments

[Jim Durbin]

You've received the honor of doing business with a large corporation. So, don't be lazy. Move forward each day and gain our trust and respect.

Maybe Mr. Inside Recruiter should have taken the time to build up a relationship with TPR during the lean times. Now that everyone is busy, he's whining about not getting enough attention.

How tough is his req? How fair are his managers? He says he doesn't like to use TPR, unless he really needs them, so how much repeat business could there be?

[Recruiting Animal]

Interesting take, Jimmy.

[Sonya]

Jim, it is an interesting take and one that shows a perfect example of my problem.....I'd also like to say I'm a Mrs. not a Mr. (it may not be 2337, but it's certainly 2007!)

I'd like to give you an analogy, let's say, it's hurricane season, I run to the Home Depot to grab some batteries, I see they are all out, so I walk up to the Manager to receive a certain level of customer service, and he/she responds with "well you should have shopped here when we had batteries you fool!" so you're saying that's acceptable customer service?

[Recruiting Animal]

Sonya I've read that to survive in business you have to triage (prioritize) your clients just like they do in the emergency ward of a hospital. Those who do the most business come first.

According to this view, The Home Depot should give you the kiss-off unless you are a major customer in which case they should kiss your ass.

Of course, even when they have to shrug their shoulders, you can claim, with Elvis, that they should Treat Me Nice.

[Sonya]

You aint nuthin but a hound dog :P

Even if we are triaged at the hospital our bleeding wounds are acknowledged at check in and we're seen at some point.

[Peggy McKee]

Sonya,
If you had developed a relationship with the manager at Home Depot, he would have told you that batteries are a staple item and in hurricane times are difficult to get, so buy early!
Jim is right. How do your managers treat your TPR?
Also, when a firm calls me and they tell me that they are calling a few recruiters (like 5), I am not motivated to work that job.
For my best customers, I will walk on hot coals to help them with a search. But it is a give and take relationship. Do you give?
I would like to think that my firm always gives good customer service (right up to the foot massage point). But if we don't, I would like the customer to tell me. Hopefully, I could address the problem, so that it would not happen again.

[john bocchetti]

I've been involved in recruiting since the mid 1980's. The new crop of recruiters are strictly for the most part, internet resume hunters. Rarely do they engage in headhunting. The paradox is that while onsite I would get resumes purloined off the web from multiple sources.

I prefer networking in a technical community in an effort to find candidates beyond the job board universe. They do exist, but it takes brain power. I spent many years in pursuit of developing interpersonal skills while all my time during the day was spent meeting and greeting people on the phone. After weeks of doing this on a search all the lights would come on and I would naturally arrive at the right person. It happend all the time. It takes a thinking person would can chew gum at the same time.