Most of you have been there. You’ve felt excited and geared up about a new job opportunity, maybe gone to an interview or two or at least applied, but then - silence. Nothing; no calls, no emails and especially no feedback to let you know where it went pear shaped or if the recruiter is still thinking about you.
Unfortunately, mutual “ghosting” and the bad habit of not giving candidates feedback hasn’t helped people’s negative perceptions and experiences of the recruitment industry. And who can blame the critics? The issue of feedback has been a constant conversation within our industry for as long as I’ve been in recruitment (which is a pretty long time).
Interestingly, the whole candidate experience was the main discussion topic at Understanding Recruitment’s Strategy Day earlier this year and is an area that we’re keen to improve in our “year of the candidate”.
My personal ethos is an aspiration to provide feedback (positive & negative) to all candidates at all stages of the process. I think it’s the only way to provide the best service to those looking to take the next step in their career. Despite this ethos I'm not naive enough to think that we provide feedback to the satisfaction of everyone all of the time, despite having won multiple awards and been recognised for our approach to customer service.
There can be a number of reasons behind this: lack of care from the recruiter’s side, lack of feedback from clients, recruiters chasing the short term £ rather than the caring about long term reputation, recruitment companies who advocate the wrong behaviours amongst their employees, recruiters focusing on people who they’ll place now rather than people who could be of interest in the future, human forgetfulness, candidate behaviour and many more.
To recruiters who aspire to be better, reputation is key, and we want to exceed expectations. Why then, is giving feedback still an issue?
It’s a tricky situation with most recruiters juggling multiple roles, clients and candidates all the time and there only being so many hours in a day. So how can we still give people the personal experience they’ve come to expect without burning ourselves out?
I don’t have the perfect solution and we’re still working on what that solution might look like for us as a business. I suspect we’ll end up with a combination of the use of smart recruitment & AI tech for a certain amount of automated feedback while also continuing to provide the vital human and personal contact in order to build long lasting relationships.
Like a lot of traditional industries recruitment is experiencing a lot of disruption that will raise standards, put candidates at the centre of the business and give you, the customer a better experience. I hope so anyway!