The Importance of Client Feedback
Photo by René Ranisch on Unsplash
As a recruiter, my primary role is not just to source top talent for my clients but also to deliver a level of service that my client expects. The foundation of my work is built on trust and understanding, both of which are cultivated over time and through many interactions. However, despite best intentions and efforts, there are times when the outcome does not entirely align with client expectations. I recently encountered such a scenario, not my first nor my last, which has been both a humbling and enlightening experience.
My relationship with this particular client began over ten years ago. Over time, we've developed a strong partnership based on mutual respect and open communication. When they approached me with a crucial vacancy, I was confident in my team’s ability to meet their needs. The position was challenging but fillable; requiring a rare combination of skills and experience.
Initially, everything seemed to progress well. However, during a routine follow-up, the client expressed concerns that the experience had not met their expectations. The candidate flow was lower than expected and there seemed to be a misalignment regarding the target profile and who we were delivering. Both sides made an effort to spend more time each week talking about the profile and any submitted candidates to ensure alignment. Eventually a candidate was sourced and placed. My client was honest and constructive in their feedback, emphasizing that while the outcome was satisfactory, the journey to get there had been more cumbersome than expected.
This conversation was a pivotal moment for me. I felt a mix of emotions—disappointment that we hadn't fully delivered on my promise, gratitude for the trust my client still placed in me, and a resolve to improve. It was clear that we needed to deepen our understanding of not just the specs of a position but also really understand our client’s expectations of our service and process.
In response, we identified additional steps in our recruitment process that could be improved and introduced a structured feedback loop, allowing for timely identification and resolution of any issues that arise after placement.
Reflecting on this experience, I am reminded of the delicate balance required in recruitment. It is not just about filling a vacancy but ensuring a harmonious fit that enhances the team's dynamics and contributes to the organization's overall success.
I am thankful for a client who communicates openly and provides constructive feedback, as it is crucial for growth and improvement. Our relationship, strengthened by this honest exchange, will enable us to collaborate more effectively in the future. This experience has reinforced the importance of adaptability and continuous learning.
Recruitment is a complex field, influenced by human factors that are often unpredictable. Embracing feedback and viewing it as an opportunity for growth is essential, not just for personal and professional development but also for nurturing long-term, successful client relationships.
Written by: Austin Meyermann, Founder and President of Hunter Crown, LLC
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