(Published on LinkedIn on Jan 26, 2015)
The other day I got a call from someone part of a company’s recruitment team. As she read out the job description of the role in discussion, I realized she had not even read my resume completely. When I politely inquired as to whether she had my latest resume, she airily brushed me off saying how big the company is (which the company in question definitely is), and that how rigorous their hiring process is. By the time she was done, I got the impression she couldn’t care less whether I was interested in the job or not. “Take it or leave it”, was the unspoken statement. Till I talked to her, I used to regard very highly the company in question. After this “interview”, the sheen had dulled somewhat.
Why is it that some companies spend a significant amount of their budgets in marketing and promoting their brand, but seem to ignore or dilute their first step towards acquiring talent?
Courtesy, the forgotten skill
This is one of my pet peeves. Why can’t we be nice to candidates over the phone? Many years back when I was part of a smaller company, I did not have the luxury of an assistant when I had to hire my team. As we were a small company, I was conscious of making a good first impression. To me, the candidate was the customer and I was aware that I was the first point of contact from our company. As the company grew we took care to ensure our recruitment team continued to take care of every prospect they called and briefed over the phone.
I guess sounding snooty might make one sound exclusive and important especially when screening on behalf of a big company, and there are people who might feel privileged that they even got a call. I also agree that the economic downturn has resulted in more eager jobseekers desperate for employment. However, times do change and the tides do turn. And people never forget how they were treated. They don’t remember the recruiter. They remember the company.
Till date when I interview people I think of how important this job must be for them and how worried they might be about the outcome. While most of them might not make it, I always go out of my way to make sure they have a positive interview experience. I have had my share of positive experiences as a candidate too, and I still regard those companies highly.
The importance of homework
I remember another recruiter who called me up a few years back for a senior level position as an e-learning team lead. As he asked me various questions, there is one that really surprised me: “I understand you have developed e-learning projects, but have you done instructional design?” It clearly demonstrated to me that he was simply “scanning” my speech to see whether it matched the job description instead of truly understanding the role!
The importance of researching the role and understanding the industry in question cannot be emphasized enough. When I was hiring instructional designers for my team at a time when e-learning was new in India, the recruitment team I was working with did not know much about the e-learning industry. We scheduled many meetings to give them an overview of the industry, besides showing them how e-learning courses looked like and what goes into developing them. We also provided them a list of skills, jargon words, keywords and the likes to help them understand the various terms used. This helped the recruiters not only in selecting the right resumes and identifying some of the best candidates, but also widening the search to other sources.
Putting the best person forward
As a candidate, I form an impression about the company depending on who talks to me first about the job. If I’m someone with 10 years of experience being considered for a mid-level senior role, I would like the recruiter to understand the role from my perspective. For that to happen, the recruiter needs to have the necessary experience and confidence talking to candidates about the role. Too often we have recruiters struggling to match pace with the candidate’s seniority during phone screening. Either they sound too deferential and in awe, or too immature. I have seen many recruitment teams putting their junior-most members to the task of screening candidates over the phone. I would recommend that we in fact put senior level professionals in charge of these interactions. Being experienced they would be able to match their tone to that of the candidate, have the confidence to pitch the job correctly, be intuitive enough to ask the right questions, and represent their organizations credibly. They would also be able to instinctively identify the right people without even seeing them face-to-face, within minutes into the discussion, thus saving precious time.
Making the first cut count
Phone screening sounds like a routine no-brainer task, but is in fact an implicit sales call. It is a highly crucial activity which when done right can save an organization huge costs. Do it right, and your candidates will gladly refer you to their friends and contacts.
Job openings are going to be higher in 2015 as compared to previous years if we were to go by most recruitment trend reports. Recruiters are going to be overworked. At the same time, the talent shortage is going to be more acute than ever before. You don’t want to lose out on a great candidate at the first stage itself. As the talent demand versus supply gap widens in 2015, companies should monitor this process to ensure they are represented well in the hiring market.
Good talent is ripe and available for picking. Somewhere in the race for numbers we tend to forget the basics. As the late Maya Angelou said, “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”