We love talking about candidate experience. I hear time and time again how important it is, yet the reality is that most of us are pretty dreadful at it regardless of whether we are HR or recruitment professionals.
The fact is that most recruiters don’t care about candidate experience, and here’s why:
1) We build dodgy website experiences – Most online application processes make getting in to Berghain look like a piece of cake. At a recent event I was at a roundtable of recruiters roundly condemned every single major ATS. And yes, whilst we can be a whiny bunch, there’s some truth in it. If these were e-commerce sites, we’d be losing money.
2) We don’t have time to give feedback – This is probably the defining question that sets out where you are on candidate experience. People tell me they just don’t have time, and I’ve got sympathy with that. But then don’t say you care about candidate experience, because you don’t.
3) We create mystery processes – Would you order something without a delivery time? Enter a competition without any rules? Our single-minded focus on making sure people don’t know how to get a job with us is something to behold. I mean, if people knew, they might hold us to account? And we’re too busy making sure they have a good experience to deal with that.
4) We don’t understand our own biases – I’ve heard too many recruiters….I could actually stop the sentence there and it would be enough…but let’s indulge…I’ve heard too many recruiters say, “I would never consider someone who xxxxx”. Bias? Who knows, but the chance is yes, absolutely. Get yourself here. Now.
5) We allow indefensible criteria – “The manager wants to only see people who can hold eleven marshmallows in their mouth and still hum the national anthem. Apparently the last two job holders could do that and they were both top performers”.
6) We value operational efficiency over optimal pathway – Every process redesign I have ever seen in recruitment has been to make things easier for the recruiter and the line manager. Not once have I seen people take on more work to make the candidate’s life easier. Not once.
7) We want to separate recruitment out from the employee cycle – Centres of excellence, outsourced solutions, service centres. Can you imagine setting up your business so that you sold a product without actually being aware of the quality of the build, design and the delivery times? No, me neither so how can we give candidates a great experience if we don’t know what’s going to happen when they’re hired?
8) We STILL use social media to sell – Even the companies lauded for using social media well are way, way, way behind the customer service functions of most businesses. Candidate experience? Don’t ask us questions and we won’t need to respond. See our FAQ and in the meantime, click this link. Thanks.
9) We work office hours – People enter the recruitment process when they’re not at work. For example, we’ve been using the awesome HireVue technology now for nearly three years. Our data shows that over 50% of people use the system outside of 9-5 and the most popular day is…..Sunday. We know this as a profession, but want to speak to a recruiter out of hours? We’re in the pub. But, don’t let that worry you, just enjoy the experience.
10) We serve the business not the candidate – I’m not saying this is wrong, it’s a thing, it just is. Every time we will put a line manager before a candidate because simply we care more about their experience. I know. I’m not wrong.
Let’s stop talking the talk.