As a recruiter you know that you are providing a service; you have the mission of delivering a great service to your customers. Your customers are not only external ones (the candidates) but you have also internal clients (the business leaders and your team for example). However, the usual recruiter’s approach is focused only on the candidate experience. The candidate experience is the result of the interactions between the candidate and who is providing the service (the recruiter and/ or the interviewers). As it happens with other services, the attention to the details is fundamental to reach a good level of customer satisfaction. For example, the recruiter needs to provide a close support during the recruiting process, needs to be responsive and give to the candidates punctual and detailed feedback.
As mentioned before, we must not forget who is providing the service; in this case, the recruiters and the interviewers. The candidates have surely their priorities and their needs; the business stakeholders (who are interviewers in this case) have them too. Providing a good service is linked to an old rule; no, the rule is not “the customer is always right”, because it is not true. The old rule is treating other people like you’d like to be treated and understand the importance of a request. A request can come from the business or the candidate; as recruiter, you need to evaluate what is the most important one in that specific moment; it is not always the case that is the candidate’s one. It is just common sense approach based on mutual respect and prioritisation. The respect for the candidates, the interviewers, their commitments, their time, the recruiting needs and the respect of your time and priorities as recruiter are just a few things that you need to consider. It is true that the candidates choose a company also for what they have seen during a recruiting process; however, as recruiter, you need to remind yourself that a recruiting process is not only about the candidates.