Picture the scene: you stroll into a cosy coffee shop. Dark, nutty flavours drift through the air. All around, a pleasant aroma permeates the senses. You join a short queue near the till and an employee hands you a cup of coffee and a pen - “Hello sir. What can YOU do for US today?”
Imagine having to justify yourself, or prove your worth, just to buy a drink - ridiculous, right? What if you were made to wait thirty minutes, or you were asked to re-order a few times before you got your drink… That kind of customer service is unimaginable, unacceptable and quite unbelievable.
If your business treated customers like this it would be enough to make you cringe. Why, then, do some brands tolerate this level of service towards their candidates, many of whom are often existing customers too!
Brand identity is massive in today’s age. Candidates (and customers) are quick to shun brands that don’t meet certain expected standards of service. In the world of e-commerce, giants like Amazon and Made.com have set the bar for customer service incredibly high. In high street retail, store managers walk the floor up to sixteen times a day to ensure their customer experience is as it should be.
Why hasn’t the candidate experience hasn’t come anywhere near the same heights? When was the last time the average recruiter applied for a job in their own business to see how it feels as a candidate?
Candidate experience design is something we’re finally seeing emerge as a priority in the recruitment industry because candidates are starting to demand, expect and appreciate a better level of service. But there’s still a long way to go.
We recently conducted a survey into the state of candidate experience. Get this: 1 in 5 candidates felt most valued by the receptionist!
The findings confirmed what we feared to be true - that too many recruitment practices are still broken, focusing only on the employer, not the employee.
To illustrate our point we recently shot a quick video to highlight to disparity between the world of customer service and candidate experience. See what you think, consider sharing it with your community and please give us some feedback, we’d love to hear your views.
When you really make a splash with your candidate experience, the ripples stretch far and wide. A strong candidate experience can help you attract and retain top talent, reduce cost and time to hire, improve brand image, cut unnecessary job board spend, win you new customers and make sure you’re recruiting the right people.
It’s easy to feel overwhelmed if your recruitment isn’t where it needs to be (ask yourself and be honest - you’ll know whether it is or isn’t!). However, there’s good news. There are a number of simple, logical steps that you can take in order to dramatically improve your candidate experience.
If you’re interested in finding out how you can download our Candidate Experience ebook. In it are all the tools, tips and tricks you will need to take your candidate experience to the next level. Happy reading!
And remember, if you treat your next candidate to a cup of coffee, you might just be amazed at the results.