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Why Savvy and Successful Recruiters Have a Customer Service Mindset

The simple, glaring truth that none of us can get away from is that recruitment is intensely competitive and that savvy recruiters must always be looking for ways to stand out in the eyes of candidates and clients.  

Clients are coming to a recruiter to find top-tier candidates to fill their role, and candidates are seeking you out to see suitable vacancies to fit their skills and career dreams.  

But on the surface, that doesn’t make you different from any other recruiter, who are all claiming to be able to provide the same high-level candidates and roles.  

So how do you make them choose you? And when a client isn’t happy with the crop of candidates you’ve presented, or the candidate misses out on a significant role or two you’ve put them forward for… 

How do you keep them from going elsewhere? How do you stop them losing faith?  

The solution is also glaringly simple.  

 

Your customer service is what makes people stay  

 

customer service-GSR2R

 

In recruitment, you must be a bit of an amateur psychologist: you must understand how personal connections and loyalty drive human behaviour and decision-making. When you take extra time with a client or candidate, really listen to their needs, and take time to follow up, you are; 

1. Showing them that you care about their success, above and beyond your placement fee.  

2. Getting to know them better, so you are genuinely being able to provide a better service with a higher success rate. 

3. Building loyalty! It’s this loyalty that stops them from moving to a new recruiter at the first hiccup.  

Whether candidate or client, you should be building a relationship for the long-term, not the short term (even if you think the candidate is so amazing they’ll land the first role they interview for. If they’re that amazing, you want them for their whole careers, not just this one placement!) 

When something goes wrong, you want your client or candidate to immediately think:  

‘They’ve been really good to me. All that effort they’ve made that they really didn’t need to. I’m going to stick with them; I’ll give them another chance.’  

Loyalty is the most precious commodity in business.  

And ‘above and beyond’ customer service is the way you build it.  

It’s also the way you grow your reputation so that other clients and candidates hear about your unusually excellent customer service, and approach you. 

 

Too Simple to Be True?  

And while you think it might be a solution so simple that everyone is doing it, that’s where you’re wrong.  

I cannot tell you how many times I’ve heard candidates shocked to listen to me call after hours to follow up on the success of their interview or thanking me profusely for offering the little bit of time it takes to run through their CV or some likely interview questions.  

I’ve also been delighted to find that dormant clients are always happy to speak to me when I call to check up on how they’re doing- even if I haven’t placed a candidate with them for a year or more.  

This check-up call sends the message that you don’t just care about the clients that spend big, it keeps you fresh in their mind for when they need placements, and it also encourages them to help you out by recommending you to their friends. It’s a virtuous circle.  

 

Why is something so fundamental, so compelling 

 

male customer support-GSR2R

 

Recruiters are busy, busy, busy. So naturally, the first thing that falls off their to-do list is the discretionary effort (that is, they don’t have to do it). And customer service—at least at the level where you’re going the extra mile and doing things that aren’t actually crucial tasks—is the very definition of discretionary effort.  

We help those that help us, and we like to do business with those that we like. Again, core human psychology. If you understand that and act on that fundamental principle to make your clients and candidates feel special, you will be a wildly successful recruiter.  

 

So, what can you do to give candidates and clients the ‘special treatment’? 

1. Make your commute work for you. 

It takes surprisingly little effort to wow a candidate by calling them on the train on your way home from work to run through some interview prep or request a client to check in on that candidate you placed last quarter. 

 

2. Take an excellent candidate to their interview.  

This one for the recruitment superstars. It takes more effort to accompany a promising candidate to their interview but believe me; you’ll have them for life when you do this (and increase the chances that the hiring manager will take the candidate seriously when you introduce yourself before leaving them to it.) 

 

3. Schedule reviews with your client.  

In your initial meetings with the client, you should have discussed their recruitment goals, and taken copious notes. After some time has passed and you’ve placed candidates with them, you should request a follow-up meeting with them to discuss how their hiring strategy is paying off.  

You should also wow them with any specialist industry knowledge you have, such as any recruitment trends, or new employment regulation that applies to their business. 

 

4. Work on reducing your email response time.

 

email response-GSR2R

 

Everyone is impressed by prompt response, and everyone is frustrated by a slow one- mainly when a job hangs in the balance! Learn better skills to get to ‘inbox zero’, whereby your email is under your control.  

 

5. Set one customer service task as one of your MITs. 

MIT’s, for the uninitiated, are Most Important Tasks, the critical tasks that you must get done in each day in order to be a productive recruiter. The unfortunate thing is, that customer service often ‘falls off’ this list, as it is often discretionary effort. But as we’ve discussed, it is this discretionary effort that sets you above the other recruiters—ones who are just attacking the crucial day-to-day tasks. So make sure you include at least one significant customer service action in your MIT list for each day. 

There are so many ways to build client and candidate loyalty. We know it’s a lot to ask of busy recruiters, but the unfortunate truth is that you’ll be a lot less busy if you lose your biggest client or top candidate to that other recruiter that’s sniffing around! 

And your job will genuinely be more satisfying (and more profitable) when you provide better customer service.  

 

Until next time Cheryl 

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Actively Recruiting

Senior Recruitment Consultant - Finance into Consumer

28000 - 40000 + uncapped commission   Read more

Snr Recruitment Consultant - Qualified Finance into Financial Services

28000 - 40000 +   Read more

Snr Recruitment Consultant - Qualified Finance

28000 - 40000 + uncapped commission -   Read more

Senior Recruitment Consultant - Internal Audit

30000 - 40000 + commission - City

(LC597)   Read more

Leadership role - Accounting and Finance Recruitment

60000 + package - Reading

(LC596)   Read more

Recruitment Consultant - A&F into C&I, Contracts

28000 - 35000 + commission -   Read more

Recruitment Consultant – Finance into Commerce & Industry

26000 - 35000 + commission   Read more

Delivery Recruitment Consultant, Accounting & Finance

26000 - 35000 + benefits - City

(LC593)   Read more

Recruitment Consultant - Qualified Finance into C&I

32000 - 40000 - City

(LC592)   Read more

Senior Recruitment Consultant - Qualified Finance into Consumer

£40000 + commission + benefits   Read more

Interim Recruitment Consultant - HR

£30000 - 40000 + commission - City

(CW590)   Read more

Manager - Secretarial Support

£40000 - 70000 + OTE - City

(CW589)   Read more

Senior Recruitment Consultant - Finance into Media

£26000 - £32000 + commission -   Read more

Senior Consultant - Executive Support

£30000 - 40000 + commission - West End

(CW586)   Read more

Billing Manager - HR into C&I

£40000 - 60000 + uncapped commission -   Read more

Recruitment Consultant – Accounting and Finance into C&I

£27000 - 35000 + commission   Read more

Recruitment Consultant – PQ Finance into Retail, Perm desk

£22000 - 28000+   Read more

Recruitment Consultant – PQ Finance into Media, Perm desk

£22000 - 28000   Read more

Permanent Recruitment Consultant – Construction White-Collar

£30000 - 35000 + commission - Canary   Read more

Recruitment Consultant – white-collar construction

£31000 - 36000 + commission/no threshold - City

(MK580)   Read more

Recruitment Consultant – Architecture & Interior Design

£25000 - 35000 + uncapped commission   Read more

Managing Consultant – Facilities Management

£40000 - 50000 + commission - City

(MK578)   Read more

Senior Recruitment Consultant – Construction

$60000 - 80000 + commission - New York,   Read more

Senior Recruitment Consultant – Construction (commercial, production, design) – Dual Desk

£30000 -   Read more

Senior Recruitment Consultant – Architecture & Interior Design

£30000- 35000 + commission -   Read more

Recruitment Consultant – Trades & Labour

£30000 - 35000 + commission - City

(MK574)   Read more

Interim Recruitment Consultant – Power (Transmission & Distribution)

£30000 -35000 + commission -   Read more

Recruitment Consultant – Global Mining Recruitment Services

£30000 - £40000 + commission -   Read more

Recruitment Consultant - Qualified Finance into C&I

£28000 -36000 + commission - West   Read more

Senior Recruitment Consultant - Qualified Finance into Consumer

£32000 - £45000 + commission   Read more

Billing Manager - Accounting and Finance

£50000 + commission - City

(LC568)   Read more

Associate Director/Manager - Communications

Up to £80000 - West End

(CW567)   Read more

Recruitment Consultant - Treasury

£28000- 35000 - City

(LC566)   Read more

Recruitment Consultant - Qualified Finance into C&I

£28000 - £35000 + commission -   Read more

Recruitment Consultant-Sales & Marketing into Fashion

£28000 - 40000 - West London

(CW564)   Read more

Recruitment Consultant - HR Business Change

£25000 - 35000 + uncapped commission   Read more

Recruitment Consultant - Finance into Funds

25000 - 33000 + commission - West   Read more

Senior Recruitment Consultant - Qualified Finance into Consumer

30000 - 40000 + commission   Read more

Recruitment Consultant - Change Management

£30000 - 40000 + commission - City

(LC560)   Read more

Recruitment Consultant - Risk into Financial Services

£30000 - 40000 + commission -   Read more

Recruitment Consultant - Accounting and Finance into Financial Services

30000 - 40000 +   Read more

Recruitment Consultant - Secretarial Support

£30k - 45k + 20% commission - City

(CW557)   Read more

Senior Consultant - Primary Education

£30 - 35k + guaranteed commission of £1.5k   Read more

HR Recruiters - Consultant to Associate Director level

£35-50k + quarterly commission -   Read more

Recruitment Consultants & Team Leaders - Secretarial

£30000 - 40000 + commission +   Read more

Recruitment Consultant - Digital Marketing

£30000-40000 + monthly, quarterly + annual commission -   Read more

Senior Recruitment Consultant

£30000-40000 + uncapped commission - West End

(CV552)   Read more

Senior Recruitment Consultant - Interim Payroll

28000 - 40000 + uncapped commission -   Read more

Recruitment Consultant - Payroll

28000 - 32000 + uncapped commission - City

(LC550)   Read more

Manager/Snr Manager - Change Management

£60000 + commission + benefits - City

(LC549)   Read more

Senior Recruitment Consultant - Accounting and Finance

£32000 - 40000 + commission +   Read more

Senior Recruitment Consultant - Compliance

£32000 - 40000 + commission - City

(LC547)   Read more

Senior Resourcer - Public Sector

£35000 (OTE £45000) - City

(CW546)   Read more

Recruitment Consultant - Criminal Justice, Public Sector

£30000+ commission - City

(CW545)   Read more

Senior Consultant - Asset Management

28000 - 40000 - City

(LC544)   Read more

Team Manager - Trades and Labour

£35000 - 45000 + uncapped commission -   Read more

Recruitment Consultant - Built Environment

20000 - 25000 + uncapped commission - City

(MK542)   Read more

Interim Recruitment Consultant-Main Contract Construction, White Collar

£35000 - 50000 + monthly uncapped   Read more

Divisional Manager - FM & Maintenance

£40000 - 50000 + monthly commission +   Read more

Recruitment Consultant - HR

£30000 - 40000 (OTE £60k in year one) -   Read more

Associate Director - Interim Accounting and Finance

£60000 + package - West End

(LC538)   Read more

Senior Recruitment Consultant - Interim Finance into Media

£28000 - 40000 + commission   Read more

Recruitment Consultant - Qualified Finance into Media

£32000 - 45000 + uncapped commission   Read more

Recruitment Consultant - Construction

£25000 - 35000 + uncapped commission - Stevenage

(MK534)   Read more

Interim Recruitment Consultant - Facilities & Estates

30000 - 35000 + uncapped commission   Read more

Senior Consultant - Trades and Labour

£30000 - 40000 + commission - City

(MK532)   Read more

Recruitment Consultant - Compliance

£28000 - 40000 + commission + benefits - City

(LC531)   Read more

Recruitment Consultant - M&E Design and Contracting

£25000 - 30000 + uncapped commission   Read more

Recruitment Consultant - Actuarial

£25000 - 38000 + commission + benefits - City

(LC529)   Read more

Recruitment Consultant - Banking Ops, Temp desk

£28000 - 35000 + commission -   Read more

M&E Recruitment Consultant

£25000 -30000 + uncapped commission - City

(MK527)   Read more

Senior Recruitment Consultant - PQS

£30000 - 4000 + uncapped commission - City

(MK526)   Read more

Search Consultant - Construction, Infrastructure & Property

£45000 - 70000 + uncapped commission   Read more

Recruitment Consultant - Accounting and Finance

26000 - 32000 + commission - West   Read more

Recruitment Consultant - Procurement

£28000 - 36000 + commission - West End

(LC523)   Read more

Recruitment Consultant - Finance into Insurance

£26000 - £32000 + commission - City

(LC522)   Read more

Senior Recruitment Consultant - Digital Marketing

£30000 - 40000 + commission - Holborn

(CW521)   Read more

Divisional Director - Professional Services

£75000 (OTE year one £110000) - City

(CW520)   Read more

Recruitment Consultant - Transactional Finance, temp

£25000 - 32000 + commission - West   Read more

Senior Consultant - Business Change into Legal

£40000 + uncapped commission - City   Read more

Recruitment Consultant - Accounting & Finance into Legal

£28000 - 33000 + commission   Read more

Recruitment Consultant - Accounting into Arts & Charities

28000 - 32000 + commission   Read more

Branch Manager - Built Environment

£40 - 60000 + commission - London

(MK514)   Read more

Principal Consultant - Compliance

£40000 + commission with zero threshold - City

(LC512)   Read more

Senior Recruitment Consultant - Finance & Accounting

£28000 - 40000 + commission -   Read more

Dual Desk Recruitment Consultant - White Collar Construction

£3000 - 35000 + commission   Read more

Executive Search Consultant - Construction & Property

£60000 + monthly uncapped commission -   Read more

Recruitment Consultant-Construction Trades & Labour

£30000-35000 + monthly uncapped commission - City

(MK508)   Read more

Recruitment Consultant - General Insurance

£30000 - £32000 + commission - City

(LC507)   Read more

Recruitment Consultant - Secretarial, Temp

£40000 + uncapped commission - City

(CW506)   Read more

Recruitment Manager - Transactional/Part Qualified Finance

£50000 + package - City

(LC505)   Read more

Senior Consultant - Education

£34000 - 40000 + uncapped commission - City

(CW504)   Read more

Contract/Interim Recruitment Consultant - Construction

£30000 - £35000 + uncapped commission - City   Read more

Interim Recruitment Consultant-Health, Safety & Environment

£30,000 - £40,000 + uncapped commission   Read more

Recruitment Consultant - Management Consultancy

£25000 - 30000 + commission - Fulham

(LC501)   Read more

Recruitment Consultant - HR

£35000 - £45000 + commission - Birmingham

(CW500)   Read more

Recruitment Consultant - Interim Accounting & Finance

£45000 + commission - London

(LC499)   Read more

Recruitment Consultant - Finance into NFP

£40000 + commission + benefits - West   Read more

Recruitment Manager - Operations

£50000 + commission - City

(LC497)   Read more

Recruitment Consultant - Finance into Housing

£30,000 + commission + benefits - London   Read more

Recruitment Consultant - Finance into Music, Media & Entertainment

27000 - 38000 +   Read more

Recruitment Consultant - Corporate Treasury

c£40,000 + commission + bens - City of   Read more

Recruitment Consultant - Luxembourg market

Flexible + commission - Surrey

(LC493)   Read more

Recruitment Consultant-Tax into Practice

£25000-40000 + commission + bens - City of London

(LC492)   Read more

Recruitment Consultant - Interim Finance into NFP

c£40,000 + commission + bens -   Read more

Recruitment Consultant - Change & Transformation

c£30,000 + commission + bens - City   Read more

Recruitment Consultant - Tax into Financial Services

c£40,000 + commission + bens -   Read more

Recruitment Consultant - FM & Estates Professionals

£30k-35k + uncapped commission -   Read more

Manager/Team Leader, Interim Accounting & Finance

£35000- 45,000 + commission + opp for   Read more

Recruitment Consultant- Civil/Structural Engineering

£30k-40k + monthly uncapped commission - City of London

(MK483)   Read more

Temp/Freelance/Contract Recruitment Consultant

£30k-35k + monthly uncapped commission - City of London

(MK482)   Read more

Senior Recruitment Consultant- Transactional Finance

£25000 -36000 + commission - London EC2

(LC481)   Read more

Billing Recruitment Manager-Luxury Fashion & Retail

£50,000 + personal & team commission -   Read more

Recruitment Consultant - M&E Design

£25k - £35k + uncapped commission monthly -   Read more

Recruitment Consultant - Procurement

£24k - 32k + commission - London - City

(LC478)   Read more

Recruitment Consultant - Education

£32k + commission from 12.5% - 30% - London   Read more

Executive Search Consultant - Construction & Property

£40,000-60,000 - London - West End

(MK476)   Read more

Recruitment Consultant - White Collar Construction

30k – 50k basic plus monthly uncapped   Read more

Recruitment Consultant - Accounting & Finance into Media

£26000 - 35000 + commission   Read more

Recruitment Consultant - Construction Trades & Labour

£25k- 35k + monthly uncapped commission   Read more

Recruitment Consultant - White Collar Construction

£31000 - 36000 + commission and zero   Read more

Recruitment Consultant-Fundraising

£32000 + commision at up to 30% - City of London

(CW471)   Read more

Recruitment Consultant - Finance into Financial Services

£26000 - 38000 + commission -   Read more

Recruitment Consultant - Architecture & Interior Design

£25000 - 35000 + Uncapped Commission   Read more

Team Leader - Catering & Hospitality

£50,000 + commission - West London

(CW468)   Read more

Recruitment Consultant - Finance into the Third Sector

25000 - 32000 + commission   Read more

Recruitment Consultant - Marketing into FMCG

£40,000 + uncapped commission - Central London

(CW466)   Read more

Recruitment Consultant - Facilities Management

£28,000 - £30,000 + monthly uncapped commission -   Read more

Recruitment Delivery Manager - Non Billing

£35,000-40,000 + override OTE c£80,000 -   Read more

Recruitment Consultant - HR

£35000 + uncapped commission - Central London

(CW462)   Read more

Senior Recruitment Consultant - Accounting & Finance

£28000 - £36000 + commission -   Read more

Senior Consultant - HR

£40,000 plus monthly commission at 25% - Central   Read more

Permanent Recruitment Consultant

£28000 - £30000 + uncapped Commission - City of London

(CW459)   Read more

Recruitment Manager - Finance

£35000 - 50000 - London EC4

(LC 458)   Read more

Secretarial Recruitment Consultant

Competitive Salary + Commission - London W1

(CW457)   Read more

Recruitment Consultant - Compliance & Data Protection

Competitive Basic Salary + OTE -   Read more

Recruitment Manager - DTP

£40,000+Commission+Benefits - City of London

(CW454)   Read more

Senior Recruitment Consultant – Business Change & Transformation

£30,000 - £40,000 +   Read more

Recruitment Consultant - Accounting and Finance into Charity

£28 - 35,000 + uncapped   Read more

Talent Manager

£30000 - £40000 - OTE £50000 - London

(CW451)   Read more

Recruitment Consultant-Accounting into Legal

Competitive Salary + Commission + Bens - Central London

(LC   Read more

Contracts Consultant, Financial Services

Competitive basic + commission + bonus - Liverpool Street

(LC448)   Read more

Accounting & Finance into Commerce & Industry

Competitive basic + uncapped commission +   Read more

Recruitment Consultant - Transactional Finance

Competitive Salary + Commission - City of London

(LC446)   Read more

Recruitment Manager – Luxury Fashion and Retail Head Office Division

50k basic   Read more

Recruitment Consultant - Transactional Finance

£28,000 - 40,000 + commission - London City

(LC444)   Read more

Recruitment Consultant – Payroll & Bens

Competitive salary + OTE + benefits   Read more

Recruitment Manager, Accounting & Finance, Commerce Perm

Competitive salary + OTE   Read more

Billing Recruitment Manager – Transactional/Part Qualified Finance team

Competitive Salary +   Read more

Secretarial Consultant

£30-40K - West End

(CW440)   Read more

Commercial/ secretarial recruitment

£30-40K - London- West End

(CW439)   Read more

PR and Communications Recruitment Consultant

£25,000- £30,000 - North London

(CW438)   Read more

Recruitment Consultant - Tax into Financial Services

Competitive Salary, OTE and   Read more

Senior Manager or Associate Director- HR desk recruiting into the FS market

Competitive   Read more

Senior consultant- dual HR desk in a creative agency

Competitive salary + market   Read more

Secretarial Temporary Recruiter

£30k plus monthly uncapped commission - West End

(CW 423)   Read more

HR Permanent Consultant

£30k - £50k basic depending on experience, commission monthly 20%   Read more

Search Consultant – Tax

Competitive Salary + Commission + Bonus - City of   Read more

Search Consultant – Qualified Finance

Competitive Salary + Commission + Bonus - City   Read more

Recruitment Consultant - Construction / Civils / M&E

£30k - London City

(MK 416)   Read more

Principal Consultant – Internal Audit into Insurance

Competitive salary + commission + benefits   Read more

Senior HR Perm Consultant

£40k basic uncapped commission monthly - London

(CW 413)   Read more

Consultant / Senior Consultant – Property

Up to £35k plus uncapped commission -   Read more

Consultant / Senior Consultant – Civils / Infrastructure

Up to £30k plus uncapped   Read more

Consultant / Senior Consultant - Construction Fit-out

Up to £35k plus uncapped commission   Read more

HR Perm Consultant

35k ote 80k - West End, London

(CW28)   Read more

Team Leader – Construction Build

£40k plus - London West End

(MK 407)   Read more

Principal Consultant/Team Leader – CFO Practice, Private Equity

Competitive Salary + Bonus   Read more

Recruitment Consultant – Asset Management

Salary £35,000 + Commission + Benefits - City   Read more

Recruitment Consultant - Treasury

Competitive Basic Salary + Commission + Benefits - Central   Read more

Temporary Consultant - Secretarial into Professional and Financial Services

£21-28k + competitive uncapped   Read more

Permanent Consultant - Secretarial into Creative Industries

£25-28k + competitive uncapped commission -   Read more

Temporary Recruitment Consultant - Secretarial into Professional and Financial Services

£23-28k + competitive   Read more

Temporary Consultant - Secretarial into Creative Industries

£25-28k + competitive uncapped commission -   Read more

Senior Recruitment Consultant – Tax into Practice, Perm desk

Attractive Salary + Excellent   Read more

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