I Got a Headhunt Call…Lucky Me? Not!

I say a headhunt call, but maybe just saying I was approached would be a better description, mind you I daresay that the guy doing the approaching probably thought he was headhunting.

Not sure that any of what follows would be overly familiar to the track leaders at TruSource but unfortunately too much ‘sourcing’ goes like this….

It was a depressing experience. Switchboard had a call for me. Someone who would only give his first name and who claimed he knew me. They put him through…

…and he introduced himself and launched straight into a pitch, how he was recruiting for a client who was looking for an HR recruiter to join and grow their business at the senior end…he gave me a range of basic salaries (I commented that it didn’t sound a particularly attractive range and he DISAGREED with me, saying ‘from what I hear it’s good for the market’)..the commission scheme is really good (he said this twice) his client had recently merged with another group (so I kinda now knew who they were) and now had more clients to whom they could offer HR recruitment (but he also said that it would suit a strong sales person), apparently I could join as a solo recruiter or I could manage a small team it was up to me (hey they’ve really nailed their structure and talent development programme) and then he asked if he could take my mobile number so that he could ring me outside work and discuss it more. He never actually asked me if I was interested or if I actually WANTED to talk about it more, he just presumed…

The interesting part for me was that he said he found me on Linked In, thought I had a good profile and was the kind of person he was looking for, so I had 2 questions for him:

What made me so relevant?

What did he think of what I wrote on my blog and did this fit in with his client’s values?

He couldn’t really answer either. What made me relevant, apparently, was that I was an HR recruiter who had previously also worked in Recruitment to Recruitment (though he couldn’t explain the relevance of that) and as for the blog, well no he hadn’t read it…and where was it? Er, well it’s there, on my LI profile.

Had he bothered to properly read my profile and follow the link he would have seen that my most recent blogpost opened with ‘I really love working as part of the Stopgap Group, not least because…’ now you would have thought that if someone REALLY wanted to headhunt ME then they may find this fairly relevant.

Surely if you want to try and seriously approach someone who has just written publicly about how much he loves the company he works for, then I suspect you need a slightly different opening than the scattergun headrush of basics, commission, selling in to new clients etc.. For a start it may actually require a MATCH between me and what the client could offer.

A cursory read of some of my other blogposts would have further enlightened him to the fact that values, service, reward for feedback and a move away from the traditional sales model were all important to me…his time could probably have been more profitably used seeing if his client could offer these to me.

I blogged a couple of months ago about whether recruiters really get social media as most just seemed to think LinkedIn and Twitter were there to find more candidates to headhunt…and 2 months on I’m still wondering!

Now, I’m not looking for a headhunt approach and I’m very happy where I am, but had I been in a position where the call was more welcome then I would like to think that through Linked In, this blog, Twitter and participation in events like TruLondon, there was enough readily available information on me, my thoughts and my style, to enable a rather more intelligent, engaging and personal approach …

Maybe I’m expecting too much…

5 Guiding Principles for a Modern Recruitment Business

I love working as part of the Stopgap Group, not least because it’s a values driven business that places the welfare of its people and the quality of service given to clients and candidates at the very top of its priorities. Consultants have always been rewarded on feedback – since the day the business was launched 17 years ago – and we always look for consultants with who have compassion, a real interest in people and a genuine desire to make a difference, rather than just sales skills.

We’re empowered too, and all encouraged to contribute to the future direction of the business…a group of us will be embarking on a series of Blue Ocean Strategy planning exercises with the management team, and a similar group have recently been entrusted with redefining our core values.

That’s right, no-one is hitting us with harder targets, tightening KPIs and threats over not making fee forecasts…they’re asking us to help shape everything that the business stands for and how it will operate in the future.

And we’re now looking to the future with a new set of Guiding Principles which I believe should be at the heart and soul of a successful modern recruitment business:

Daring

Passionate

Integrity

Collaborative

Agile

Here’s my view of how we can use them in recruitment:

Daring – Audacious and bold, not afraid to challenge, be it career expectations or a client brief. Actively taking a path less travelled if it helps you get where you want to be and not being afraid of change if it is needed to help you get there.

Passionate – Need to feel a passion about the whole process, candidates’ careers and clients businesses and be committed to finding the right cultural fit and the right career development. Always be prepared to go the extra mile and have the drive and determination to succeed.

Integrity – A genuine interest in people as human beings, and appreciation of the need for honesty, openness and respect. Brave enough to challenge but in a sensitive, caring way. Building lasting, sustainable relationships. Basically, it’s about genuinely caring.

Collaborative – Our Company isn’t a place that is interested in ranking boards, competitiveness or egos but is an inclusive, all-embracing culture which helps us communicate. Whether dealing with a client, candidate or colleague, there should be a commitment to an unfaltering, consultative approach.

Agile – Adapting, evolving, flexible and not tied to any tired processes.  Ready to respond to any issue. This constant evolution is needed to meet the demands of clients, candidates and colleagues in a fluctuating, demanding market.

So what do you think?

What principles have you adopted, and what principles would you like your recruiters to adopt?

I’ll be co-hosting the ‘Future of Recruitment’ track at TruLondon and it would be good to share your thoughts.

All Tomorrow’s Parties – what TruLondon and Unconferences mean to me

The first time I read about unconferences three words sprang to mind – ‘All Tomorrow’s Parties’

Those three words mean two things to me (and no doubt a lot of other rock fans) – an iconic song from the Velvet Underground debut album and an alternative music festival, which runs every year as an antidote to more corporate music festivals.

Both encompass the spirit of everything that I believe unconferences should be, and none does it better than TruLondon.

I will explain…

The Song

One of Lou Reed’s greatest early songs, its lyrics were inspired by Reed watching the groups of people who gathered around at Andy Warhol’s parties, particularly at his studio The Factory.

Reed said : I watched Andy. I watched Andy watching everybody. I would hear people say the most astonishing things, the craziest things, the funniest things….

Now if you were at TruLondon1 you have to admit that this conjures up a recognisable mental picture…one bought to life by the pictures of Sara Headworth and Jill Elswick…

Could it be that Bill Boorman is the Andy Warhol of social recruiting…??!

Still need convincing?  Try…

The Festival

This was named after the song and was founded in 1999 as an alternative to larger, more corporate festivals like Glastonbury and Reading.  It takes place in a holiday camp, an environment much more intimate that the usual stadium or large field. An artist, usually a musician, but also visual artists like Matt Groening, curates the festival, inviting their favourite bands and artists to play…crucially the organisers and bands stay in the same accommodation as the fans, mingling and talking, a truly multi-national experience. Setlists are usually driven by the fans. It’s a bit like an unfestival!

Any of this sound familiar??  To me this attitude represents the essence of an unconference, and TruLondon represents it best. Everyone mingling and talking, no pre-determined agendas..

and guess what…

the ATP format is so successful that it now takes place twice a year in the UK, and in the US, and last year travelled to Australia…still sounding familiar??!!

To mark the 10th anniversary of the festival a film was released. It was put together using material generated by the fans and musicians themselves, on a whole range of formats including Super 8, camcorder and mobile phone…’to capture the uncompromising spirit of a parallel music universe’

So on 18/19 Feb come and enjoy, talk and mingle, debate and challenge, meet as many people as you can, indulge in the uncompromising spirit of a parallel HR and Recruitment universe…

..and don’t forget to smile at the camera…

because I’ll see you all at the movie launch in 2020!!…

Do People Still Buy People First??

“People buy People first and everything else after…”

That was the very first piece of advice given to me on my first day in recruiting, also my first day in professional sales. The role was in a candidate driven sector, a niche market with about 100 potential major clients and a lot of potential candidates. Oh, and a lot of competitors too! Developing relationships with candidates, from the time they first make contact with you, through their first meeting with you and the process of arranging interviews, briefings and feedback, to the eventual decision, meant taking time to build up the relationship and trust. I quickly realised that in a specialist sector your candidates become clients and your clients become candidates.

Last week I interviewed 2 very strong, senior candidates, both had contacted me speculatively with their CVs, and at the end of each meeting they both thanked me for having called them and arranged to meet them. I found it strange, as I would have assumed that candidates of their calibre would be on the radar of most HR recruiters, but both told me that they had difficulty even getting their CVs acknowledged, let alone getting phone time with a recruiter. To get a face to face interview, without a specific role to discuss, was impossible… except for me. Now both these candidates have had recruitment as one of their functions, and both have hired many HR staff in the past, yet even recruiters who they have briefed before don’t seem to want to talk to them.

One of them then said….

“I’m not sure if recruiters realise that candidates want to interact with a person, not a website”

Which kind of takes me back to my starting point…people buy people first…and I’m wondering if, in this social media driven, job board oriented, brave new recruiting word of communities and networks, this is still true.

Maybe we need to personalise our processes more…our Candidate Care Team recently sent an e-mail to a candidate whom they couldn’t reach by phone to let him know why he wasn’t suitable for a role he had applied for…he replied…

“Thank you for taking time to write to me, honestly this is the first time a recruitment company has spared time to personalize an e-mail, especially when this person will have no value for them.”

So what do you think??

Do we still buy people first?

Do we still trust the judgement and advice of people that we know well? Those we have a relationship with?

And if so how do we now establish that personal relationship?

If we swap messages on Linked In, or tweets (which we can now show on Linked In too), or comments on blog postings, are we establishing a relationship that will encourage dialogue and trust?

What will it take to get recruiters to interact face to face with candidates?

I’ll be co-hosting the ‘Who Cares What the Candidates Think?’ track at TruLondon and would love to be able to share your thoughts…..

Customer Experience and the Importance of Making People Feel Special

Every morning I stop on my way to the station to get a coffee…my Soya Latte is very much a part of my commute, even in summer! I have stopped for a couple of years at one particular coffee shop (Cafe Nero, for those in the UK) initially for their loyalty scheme which basically gives you every tenth coffee free – a free coffee every other Friday seemed like a good idea!

I say initially because they started charging extra for soya milk. Other coffee shops didn’t, but I stayed loyal. That was because I had got to know the 3 or 4 baristas who worked the morning shift. They were friendly, warm, engaging, always smiling and went out of their way not only take the time to indulge in some small talk but also (very important for coffee fans) they remembered what you liked to order. I was only in the shop a minute or two, but for that minute or two they made me, and no doubt anyone else stopping for a coffee, feel valued and important.

Now they probably didn’t earn much, and I don’t know what customer service training their company did, and they may have only done it to make a repetitive service sector job more interesting…but the thing is they got my custom because they made me feel special and valued, even though their product now was not the cheapest, and to be honest, the coffee was probably no better or worse than any other shop I could have gone to.

Now I’m not a master of suspense, and I’m writing in the past tense, so I’m sure that you can guess what’s coming next!

Yes…they’ve all moved on. One left completely to do something different, and the others were promoted to different branches. Unbelievably, management just let it all happen within a week or so…one week they were there, and within what seemed a few days there were different baristas.

And guess what…I don’t go there anymore. The new baristas most certainly did not make me feel special or valued. In fact, with possibly one exception, they made me feel the opposite, as if serving me was a chore. There were a couple of specific instances of rudeness and off-handedness (I won’t bore you with details) that made me think – enough is enough, I can get better value elsewhere.

When the experience is good, factors like cost can often come second…but when the customer experience is bad…

All businesses can learn from this, but I wonder how many of us really put their heads on the block and find out how we’re doing?

It reminded me of a customer satisfaction survey that I got handed on a plane on my way home from a holiday last year. The tour company usually performs well in independent reviews. The final question was…

 ‘Did we make you feel special on your holiday??

If so tell us what we did to make you feel special, and if not please tell us how we could have improved, to make you feel special.’

 Clearly they want to get feedback, and aren’t afraid to give their customers a voice to find out how they are really performing.

Which makes me wonder….

 Are there any recruiters out there brave enough to ask those questions of their clients and candidates?? Willing to find out from their community what they could do to create a special experience?

The new 4 Rs that Recruiters should try and master in 2010

I’ve been reading some excellent forecasts for trends and developments in 2010 that certainly excite and encourage me to think that this could be a very interesting and challenging year. I’m too much of a social media and technology amateur though to try my own predictions!

I do know, however, that recruiters will need a whole different set of skills, goals and targets if they are to succeed and profit from all the predicted advancements and developments.

Building and maintaining communities will be the key as they will provide the framework for our success, and to achieve this you will need…

Relationships

This year will be all about relationships, how we grow and develop them, how we manage them, monetize them, use them to deliver the best results for the clients, candidates, contacts and collaborators who make up our community.

I don’t think that this year’s top performing recruiters will be the classic ‘salesmen’ who pound the phones in search of leads and disgruntled candidates willing to jump ship, but the ones capable of growing two way collaborative relationships.

It won’t be all about the deal, but increasingly about how you engage, support, share information and add value at all stages of the recruitment process. You will need credibility with and access to the best talent and the hiring manager offering the best employee propositions.

To do this, though, it helps if you’ve got a positive…

Reputation

There are way too many information channels out there in cyberspace to enable the ‘cowboy’ recruiter to hide. If there is one change I can see to the way that social media is used in business, it will be the peeling away of the sheen of peace and love and an increasing tendency to tell it like it is.

Candidates and clients will expect a service and level of care that meets demanding expectations.

From LinkedIn groups and recommendations to Twitter threads and lists, I can see a lot of information around performance and delivery being shared…and please recruiters, let’s all do away with these mutual back scratching love fest LinkedIn recommendations, and let’s try to have a proper, quantifiable referral based on project/outcome delivery.

And if you want to be on the lists or in the groups of recruiters that clients and candidates recommend then it will help if you’ve got…

Respect

It really is time more recruiters started to ‘put yourself in their shoes’ and try and understand a) what it’s like to be a jobseeker in the worst recession for over 70 years where new permanent openings are scarce and people are being encouraged to be proactive (yep, that means keeping on our cases recruiters) and re-invent, and b) what it’s like to be a hiring manager in a company that’s struggling to keep afloat, asking a lot of their staff (from productivity to wage/benefits restraint)on a tight budget who needs our support and market knowledge in the recruitment process and not just a bunch of CVs and some sales patter. Believe me, this is not a square peg/round hole market!

The recruiters with the strongest communities and networks will be those who respect those communities and networks, who treat them honestly and to successfully do that you need a healthy dose of…

Realism

Tell it like it is not how you would like it to be. Beware false prophets (they’ll be more about them in a future blogpost!)…talk to, and listen to, the people who are currently active in your market, not business commentators and managers desperate to promote an air of optimism.

Improve your knowledge of the markets that you operate in, take time to find out about your candidates, clients and collaborators – what challenges they face, what they are doing to overcome them, what their motivators are and what they don’t like – and share this information.

If you do, you’ll be able to develop great…

Relationships…

Happy New Year : Peace and Prosperity

Not my intention to go all religious, spiritual or zen on you (this is a recruitment/HR blog after all!)…

….but yesterday I visited the Tian Tan (Giant) Buddha in Hong Kong. I climbed the 268 steps and looked out over the peak and monastery. The Buddha’s setting had been chosen to symbolise the relationship between man and nature.  It was a very peaceful moment, and a great experience. Reading the various inscriptions of wisdom and teachings, I focused on

Peace and Prosperity

and decided that, although I’m on holiday, I wanted to share a New Year message.

Now I appreciate the words ‘peace and prosperity’ have been discussed, appropriated and mis-appropriated by many people and groups over the years, however I think that the true, intended meaning, the spiritual meaning is as important as ever in these troubled times.

I know that 2009 has been a difficult year for so many. I have been following end of year blogs and messages from a whole host of people and it is plain that some of them have had a hard, challenging, stressful year for a variety of personal and professional reasons. Many have undertaken difficult journeys and transitions, and others have found themselves facing challenges that they may never have imagined a year ago.

Certainly a lot of people have suffered this year, and despite the sounds of optimism emanating from so many business commentators, I think most of us know that 2010 may well prove to be just as testing and challenging.

                                                            But reading those blogs and messages you Giant Buddhaalso get a strong sense of enthusiasm and energy, of hope and determination…of motivated individuals really looking to act and take charge of their own destinies, looking to create activity and opportunities, not feeling sorry for themselves but feeling determined to make something for themselves.

So whatever kind of year you’ve had I wish all of you Peace and Prosperity in 2010.

Peace with those around you and with yourself, your hopes and dreams…your actions, efforts and achievements.

And the Prosperity and satisfaction that comes from knowing you’ve taken control, done everything you can, taken advantage of chances that have come your way and have achieved as much as you could have hoped for.

A Happy, Healthy and Lucky New Year to you all…

             …see you in 2010

Power of Social Media : Collectivism, Individualism or another ism

We’re all allowed to change our minds, right? One of the exciting things about Social Media is its instantaneousness. And if you’re using Twitter, it’s brevity. 140 characters don’t really give you the space to evolve a theory, put forward an argument. You act, you react, and you shoot from the hip and type. You hit ‘send’ and think ‘did I say what I meant to say?’

I say this because I’ve changed my mind over something. On Sunday night in the UK a lot of us got excited about the race to be Number 1 in the Top 40 music charts. I say ‘music’ because it used to be the singles chart. But it isn’t anymore. A lot of music is now downloaded, not bought over the counter, and last year this led to the chart compilers deciding that tracks did not have to be released as physical singles to feature in the chart. If they could be purchased as a download then they could be counted.

This isn’t a post about music though; it’s about Social Media and the potential that it has to change things.

My immediate thought on hearing the news was ‘YES’!! The marketing might of the Cowell machine has spent its millions but had just been outsmarted by a Facebook campaign started by a part time DJ and his wife who wanted to challenge the omnipotence of the mediocrity that X Factor represents.

I immediately tweeted that this was a big moment for Social Media, that the big issue wasn’t who won but that a social media campaign, starting with 2 people and spreading to 700,000, made a big statement to big business. I noticed other tweets saying much the same, and Bill Boorman summarised it very well in his blog.

And yet…and yet…thinking it through yesterday morning I began to question, to see lost possibilities.

Fed up with seeing the Xmas Number 1 (in the great cultural scheme of things a fairly irrelevant accolade) effectively chosen for us by 1 individual, we have slapped him down and really shown him who controls the marketplace by ensuring that this year’s Number 1…has been chosen for us by 1 individual. Plus ca change??

Now I’m not knocking Jon Morter at all, am fully supportive of his motivations, and I can understand why he would choose a song with such a strong anti-corporate message for this purpose, but I ask you…our response to people buying any old mush that Cowell releases is to rush out and buy a download of a 17 year old track that a Facebook Group tells us to. Is this just another form of naive collectivism…following the herd for the end not the means?

To me Social Media offers unlimited possibilities for individualism. If we really want a revolution then shouldn’t we  just go out and do it, find like minded people and make things happen, rather than just find others doing it and tag along?

Oh the sweet victory if those 700,000 could have found a talented, unknown musician fully deserving of a wider audience and propel them to Number 1! Over 500,000 downloads selling because people use the power Social Media to spread  music that wouldn’t otherwise be heard would be a real coup.

Maybe we should be running a Social Media X Factor…let up and coming musicians circulate their work within a chart acceptable download environment.  Lets face it, 700,000 Facebook members bought 500,000 downloads whilst 20 million TV viewers only bought 450,000. Doesn’t that show the passion and power that should be tapped in to?

I’m hoping that the ‘power’ of Social Media doesn’t just become a channel for evangelical causes created by people with time on their hands for others to follow. Maybe I’m being too much of an idealist, but my question is:

What should the Power of  Social Media be about?? Collectivism or Individualism. How do we get a mixture of the two?

It would be great to get your thoughts!

Optimistic recruiters don’t create jobs. Growing companies do.

Ask a jobseeker what they want from their recruiter and the chances are they will say, in one way or another, truth and honesty. Obviously they want us to find them a job, but – surprise, surprise – they know that there aren’t many around. In fact I sometimes think that jobseekers are a lot savvier about the market than many recruiters.

I’ve been following some discussions through LinkedIn and Twitter recently and I see little fact or detail but a lot of optimism and confidence. One thread, involving a mix of recruiters, trainers and online recruitment was summed up with this particularly depressing comment:

‘Jobseekers can return from a well-earned festive break to a veritable alpine snowfall of newly-budgeted vacancies’

Just think about that comment for a moment…hidden within the word ‘jobseekers’ are 2.5 million unemployed people, almost a million of them aged under 25, some still struggling to find their first job. Are we, recruiters, really telling them that a Christmas facing the desperation, desolation and uncertainty of continuing unemployment is a ‘well earned festive break’? And even if we don’t say it, do we really believe it?

Are we really saying that in January they will face ‘a veritable snowfall of vacancies’??

Is this what recruiters honestly believe?

With only 10% of companies planning to hire in the next 3 months (which means that 90% are NOT planning to hire)

With 50% of companies maintaining wage freezes/cuts (meaning they can’t really recruit until they can return their existing staff to full pay and benefits)

With 42% of companies who are not operating  a recruitment freeze already saying that will REDUCE recruitment in 2010.

With GDP in excess of -5%, and a public debt of almost £200bn??

Is this Honest? Is it Responsible?

Recruiters don’t create jobs. Growing companies do. And companies grow when there is demand for their goods or services.

We are a long way from growth. Recent reports from leading businesses in retail and leisure talk about demand not returning in any strength until 2012, hence a stagnant job market.

We can all talk up a good quarter. Spread some confidence to colleagues.

We’ve just closed our biggest quarter for 2 years, and we’re certainly working on a lot more roles on than we did 9 or 12 months ago. But then I also spend a large part of my days speaking to unemployed candidates.

It’s when unfounded, casual optimism is passed on to candidates that I get upset. The job market is a particularly tough, unforgiving battleground at the moment, and NO recruiter should forget what that means to candidates who need to work, to feed families, pay mortgages, restore dignity.

I spoke with one candidate yesterday who said ‘when I speak to you I know you’ll tell it to me straight. I know it’s bad out there, but some recruiters just keep telling me that things will be picking up very soon. They’ve been saying that all year and it hasn’t happened yet! Do they think I’m stupid? What planet are they on??!!’

What we say to candidates during their job search is as much a part of candidate care as how we treat them when they apply…if your business model has to rely upon an unfettered wave of optimism, then make it responsible optimism!

(Note: Figures quoted above are taken from the recent CBI/Harvey Nash employment trends survey 2009 see page 15)

Candidate Care – do you value your currency??

Candidates are the currency of any good recruiter. We get paid by a client when we deliver a great candidate, and let’s not forget that today’s candidates become tomorrow’s clients.

We need clients, yes, but then clients can also brief any number of recruiters…it’s the recruiters with the best candidates, the strongest community, who will ultimately deliver.

Yet most candidates you speak to have a common complaint…no feedback, I blogged about it here and it is something that arises every day, whenever I speak to a candidate about how they are finding the job market.

I was at a family party this weekend and spoke to a relative – he’s 25 and finding the job market tough at the moment. I asked what his biggest problem was and he said:

‘I never hear anything. I check the job ads online, look on agency websites, I see jobs that look right for me and I send my CV with a note, trying to show how my experience relates to what they say they are looking for. And I hear nothing.

You’re in recruitment…why do they do it? All I want is a call, e-mail even, just to let me know that they’ve got my CV and that I’m not right for the role. It would also be great if they could just tell me why I wasn’t right for the role’

It’s embarrassing. I don’t know why recruiters do it, why their managers and directors incentivise them in such a way that they see no value in taking care of their currency…of the people who will ultimately deliver their fees, and who will be their next clients.

Where I work we took steps many months ago to make sure that this didn’t happen. We’re a values based business and we value our candidates – the people who will be our ambassadors in the market, who will deliver future fees, both as candidates and clients.

We put our money where our mouth is…we set up a Candidate Care Team. That’s right recruiters, a team without targets, metrics, KPIs, sales…a team whose raison d’être is purely to ensure that EVERY candidate who contacts us gets a personal, informed, consultative service, that makes them feel VALUED.

It’s quite simple really…every single candidate who applies for a role gets a call, either from a consultant or the Candidate Care Team. That team can easily pass a CV straight back to the consultants and say ‘this person’s great, you need to see them’. We’ve been going a month and we’ve already placed candidates who the CCT team have picked up on…candidates who we could easily have overlooked without them.

Candidates who we know our competitors are not even bothering to call!

What they are doing is helping to build our community…making sure that candidates know we care, and we can deliver.

And it works! So is anyone else going to do it?? I can see the head scratching now…a team of people who aren’t targeted to produce fees, but who do! You can’t measure them…a lot of their time is spent on calls that may help develop relationships but from which there is no immediate ROI.

Who’s up for this challenge??

Are there any recruitment companies out there willing to create a team, in a recession, to talk to candidates who they can’t immediately place?

Willing to invest in their future?