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The Director's Story
The challenge
I had worked in recruitment for about six years when I realised
how I could make a real difference to a client’s experience
of temporary recruitment organisations. Having worked in both large
and small recruitment companies during that time, I knew that they
were missing the real issues that customers face.
The approach
For many companies their approach was to establish a partnership
with the client and then provide an abundance of resource. Excellent
branding, coupled with accredited quality systems were used to inspire
confidence.
Unfortunately, they all seemed to forget that their approach relied
on one important product and however visible and vocal the commitment
to customer service; however large and corporate the recruitment
company; if the individual responsible for the delivery of the service
did not have a care or passion for the job, then the approach was
meaningless.
In recruitment it’s quite simple. The partnership does not
end at 6.00pm when the recruitment office closes and the Consultant
goes home. If the Consultant does not personally care about delivering
a successful conclusion to a customer requirement then utilising
all the organisation's resources is wasted. What’s more, a
quality system can only be used to measure certain elements of quality.
It does not take account of intangibles like the client’s welfare
or emotion. For example, a company can fill in a non-conformance
report to satisfy its quality systems but the client remains disappointed
and disillusioned at the level of service. It’s not the system
that is important, but the consistent dedication and commitment
of those who deliver the service.
At Response, I felt that if all our staff had a care and passion
for providing quality client service then we would be resolving
key areas of client dissatisfaction. Therefore, we not only needed
to make sure that we actually delivered the service but also that
we all understood what our clients required and expected.
Today, all of our operational procedures are geared to providing
high quality customer service, that’s why our staff sometimes
start work at 5.00am, can be found at a client’s site at 11pm,
or take the time to pick up temps and deliver them to the client.
By consistently demonstrating their commitment, our staff are confident
that they are able to provide quality resource whenever and wherever
it’s needed.
The benefit
A client is not concerned with what efforts have been made to
get the staff to work. For them, the requirement is simple. All
that’s important is that their recruitment expectations are
met and addressed quickly, efficiently and effectively. Staff should
turn up on time, be ready to work, do the work that is required
to a high standard and then go home. All issues surrounding staffing
should be transparent to the client, after all this is what good
customer service from your recruitment organisation is all about!
Response Recruitment was established to address an obvious need
in the industrial recruitment market. Our business culture is driven
by a dedication and commitment to provide true customer service.
On a practical basis, our care and passion means our teams go the
extra mile to deliver above client expectations. |
