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The Candidate Experience: has your CEO applied for a job on your site?

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This is the third part of my blog series on the candidate experience and how to ensure your firm offers everyone who applies for work with you feels politely and professionally treated, whether they get the job or not. 

The candidate experience starts, obviously, with some form of contact being made to alert prospective applicants that there is a job available. This could be in the form of an advert, or it could be made more directly by a professional recruitment adviser like Peace (other recruitment firms are available, but just not as good, in my completely unbiased opinion!). Either way, this needs to be polite and professional.  Moreover, given that many applicants do come to a job via an advert, it’s vital that the process of applying is simple and slick.  Which brings me on to the title of this blog…  

When I’m asked to advise our clients about their customer experience, I always start by asking them to get their senior management team to apply for a job at their own company.  Once the boss finds out that the expensive HR system which he/she signed off is actually about as user-friendly as a tank of piranhas, expect fireworks!  More prosaically, make your senior managers apply on every type of platform, desktop, tablet and mobile, and see if tpiranhashey find it easy and seamless.  I am prepared to bet that a lot of them won’t.  Getting mobile applications right is difficult: the nature of the beast is such that it is simply hard to do all the things required, even if it’s just uploading a CV (how many of you have your CV available on your mobile?).  Make is easy and they will come: make it hard and they’ll give up.  Get your recruitment team to look at your Google Analytics and tell you how many applications fall off and when they do so.

If don’t already conduct any research with rejected candidates, get your recruitment team to conduct a survey for about six months, emailing all unsuccessful candidates (you may want to offer a prize for participation) and asking them to fill in a very brief SurveyMonkey with about four or five questions about their experience. Act on the findings. If the response is generally positive then all’s well and good. However, if it’s angry and critical, use the findings to change your practices. Honest feedback is immensely valuable and, who knows, perhaps one of the rejected candidates who feels badly treated is the nephew of your biggest client…

Chris Peace, MD, Peace Recruitment

Next time, we’ll look at the most common complaint from candidates and why it’s easy to fix it.


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