Imagine this scene
You’re out shopping. There’s quite a bit you need to buy and you’re getting frustrated because shop after shop doesn’t seem to stock what you want. And if they do, then invariably it’s the wrong size or colour.
Then you spot a new shop, one you haven’t seen on your High Street before. Looking through the window, you can see that it stocks much of what you’ve been trying to find. But it’s crowded, and you can’t really identify who is serving. There seem to be a few assistants but not enough to cope with the number of customers.
Undeterred you go in and start easing your way through the crowds. You can’t get close to the stock but from what you see it’s what you need. You start pushing through, looking for someone to serve you.
Suddenly you spot someone wearing a t-shirt bearing the shop name. At last, someone who can serve you! It’s been a long day of shopping with little reward and this is a great opportunity to get what you’ve been looking for.
You move towards the guy in the t-shirt – he appears to be free – but just as you’re about to reach him a bouncer appears from nowhere and blocks your path.
He stands there, arms folded, shielding the assistant from you. He hands you a card. It says…
‘Thank you for showing interest in our shop but as you can see we are very busy. Please go and wait at the back of the store. If no-one serves you within 5 minutes you can assume that we do not need your custom and you should leave’
Sounds preposterous, yet it’s exactly the ‘experience’ that we give many potential customers who apply to work in our companies.
Are companies ready to start recognising the importance of the ‘candidate experience’, the connection between candidate and consumer, between a poor recruiting experience and a decision to take your custom elsewhere? At both the recruiting conferences I’ve attended in the last week it’s been high on the agenda.
One speaker at Social Recruiting Conference said:
Recruitment isn’t a process it’s an experience
But then another said:
You’ll never have enough recruiters to handle all the applications you receive, it just won’t happen
To my mind that’s no different to saying – We’ll never have enough staff to serve all our customers – which is plain madness!
Maybe it’s a cost issue. We could hire more recruiters but we don’t feel able to justify the cost and manpower. We still don’t see the value in rejecting people well, in an informative way. A way that says – we haven’t got what’s right for you BUT WE CARE! Because we know that you have a choice where to spend your hard earned money.
Two final thoughts from the conference…
Maybe the times will be a-changing. Let me know what you think…