Last year at the RCSA conference I spoke about how accountability will come to the recruitment industry as that's how Gen Ys and Gen Zs buy goods and services. Even Gen Xs and Baby boomers may use sites like TripAdvisor to decide where to stay or eat. For the Ys and Zs, they rarely do much without consulting the Oracle of their peers. In terms of accountability, peers can be anyone else, who has used the service or bought the same goods. What Uber and Airbnb have brought to the table in terms of ratings is that the service providers get to rate YOU as the user. No longer can we remain anonymous and rely on our purses to absolve us from bad behaviour, which is a good thing right?
As Uber and Lyft users will know, you can rate your driver out of 5 stars. If they get anything less than 4 stars, you will be asked what else the drivers could have done. A Lyft driver in LA told me that they get sent videos to teach them about the particular aspect that they may have scored low on. Interestingly the driver that told me this, said she had a customer who rated her low because she talked too much. Yes she talked the entire time whilst driving us. Was it too much? Only when she turned her head around to look at me whilst driving on a 6 lane LA highway! Her car was very cool with custom made red leather seats and free mints. Did you know that Uber and Lyft drivers (in LA anyway) are extremely courteous, offer free bottles of water, mints, Candy canes (it was Xmas) and even ask if you need to charge your phone as they have various chargers just for this purpose. Why do they do this? To chase the elusive 5 stars!
So how can we adapt this newish phenomenon of ratings and being rated to the recruitment industry? As I mentioned in my RCSA presentation, companies need to provide a platform where your service and consultants can be rated by users of your service. Some naysayers were worried about flame throwers, but I believe people have enough nous to tell if there are 24 good ratings/reviews and one bad one, that perhaps that was from a negative person/flame thrower? Recently I have received 4 unsolicited testimonials from users of my training or coaching services, which I put down to people wanting to rate their experiences with me for which I am very grateful.
Which brings me to the following questions:
1. If you, as a recruiter, were to be rated for every interaction you have with an applicant, candidate or client every single day, what do you think your rating would be?
2. Do you know what you can do to increase this rating?
3. If you know what it is, what's stopping you from doing it right now?
Just because there's no formal ratings system where you work, doesn't mean you aren't being rated by your client groups constantly ( in their minds and to their peers).
In case you are interested, my rating as an Uber passenger ( wholly from riding with them in LA) is 4.7 stars out of 5. Not bad, but it did make me think, why didn't I get 5?
The quest to be better must surely drive our activities in everything we do.