When thinking about the services provided by recruiters, some clients and recruiters believe that all recruiters more or less do the same. This perception always staggers me as that is akin to saying it does not matter whether I shop at a leading department store or a small store if the item bought is exactly the same. Yet we know this is not true; we know that customers will go out of their way to buy from someone who makes them feel special & who knows their area of expertise and may even be willing to pay more for the product/service. So from a recruitment point of view; how do you establish this level of trust in receiving an excellent service each and every time?

Exceptional Service for Clients:

• You need to be an expert in your area of expertise. E.g. interviewing skills, succession planning, understanding how to make the 'perfect match' between client and candidate.
• You need to have thorough market knowledge to give your client advice on current labour market trends in relation to remuneration and other prevalent job conditions.
• You need to set the client expectations and then meet them, so if you outline your recruitment timeline at the outset, make sure you adhere to every communication point even if you have no news!
• Give your clients a full report on the processg. 25 applications, 7 interviews and 3 shortlisted w. a general overview of type of applicants and why the 3 shortlisted made it e.g. that they fill 75-85% of the hiring criteria established when taking job order. (Show the client how much work you have done so they understand what your fee is for i.e. the service process rather than the person).
• Ensure that your candidates can do what they say they can do through skills testing and reference checking.
• Be fully conversant of salary limits and expectations; if a shortlisted candidate is seeking a higher salary than offered; make your client aware of this, so they know what that particular candidate is expecting before any interviews are committed to.
• Once a candidate has been placed have a consistent documented follow up system; communicate it to your clients; offer to do a mini performance appraisal prior to the guarantee running out so you can ensure potential problems are nipped in the bud.

Exceptional Service for Candidates:

• Be an expert and know your area of expertise, so you can give your candidates advice.
• Listen, listen, listen to your candidates; ask them what their ideal job is and work back; e.g. they may want a responsible position that offers reasonable work/life balance.
• If your candidate is not suited for the position, they came for and you know it, tell them immediately!
• Be honest! If your candidate is lacking vital skills required for their dream job, tell them what they are & where they can acquire them.
• Set out the expectations of what you will do and meet them g. you may speak to your top 20 candidates on a weekly basis to let them know how you are marketing them.
• Tell them your expectations of them; e.g. advising you of pending interviews so you know their availability and what other types of positions they are pursuing.
• Have a documented follow up system to ensure they are happy once placed.
• Celebrate their probationary milestone with them. Take them to lunch or give them a gift.

At the end of the day, exceptional service is having each client's and candidate's interests at heart, being open & honest, and most of all being consistent. Does your company have a documented procedure on “how things are done”? Can every candidate/client expect the same level of service from each and every consultant in your company or do you leave yourself exposed to clients following consultants when they leave?