Hey there ,
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A few weeks back, I had a rather memorable, and lovely, travel experience here in the US.
What was supposed to be a straightforward trip from NYC to Cedar Rapids via Chicago took an unexpected detour to Indianapolis thanks to a rather dramatic dust storm.
And to top it off, our bags decided to take their own scenic route, failing to arrive with us in our final destination of Cedar Rapids for 36 hours.
Here's where it gets interesting and where the hiring lesson comes in.
The quality of service we encountered from the airline staff who were (let's be honest) responsible for misplacing our belongings was a real mixed bag.
On one end of the spectrum, we encountered incredibly helpful individuals – proactive, empathetic, and genuinely trying their best to assist us, even with the added complication of our bag tag data mysteriously vanishing.
These were the people who kept us (relatively) calm and hopeful.
On the other end?
Well, let's just say some interactions left us feeling like our lost luggage was a minor inconvenience they'd rather not deal with. The difference in attitude and effort was stark.
This whole experience got me thinking about the candidate journey in hiring.
Because let's face it, for a candidate, applying for a job and going through the recruitment process is a journey. And the interactions they have with your team at each touchpoint leave a lasting impression, just like those airline staff did on me.
Think about it:
- The 'awesome' service: This mirrors a well-structured, communicative, and engaging candidate experience. Applicants feel valued, informed, and excited about the possibility of joining your team.
- The 'not so much' service: This reflects a disorganised, unresponsive, or impersonal process. Candidates feel lost, frustrated, and ultimately, less inclined to want to work for you, even if they were initially interested.
- The lost luggage and deleted data: This symbolises a breakdown in communication, a lack of attention to detail, or a feeling that their application (their "luggage") has simply disappeared into a void.
Just like I'll remember the airline staff who went above and beyond (and those who didn't), candidates will remember their experience with your hiring process. Every interaction, from the initial application to the final feedback (or lack thereof), shapes their perception of your company.
So, let's strive to make every touchpoint in our hiring process an 'awesome' one. Let's ensure clear communication, genuine empathy, and a feeling that each candidate, regardless of the outcome, is valued and respected.
Because in the long run, a positive candidate experience isn't just the right thing to do – it's also crucial for attracting the best talent and building a strong employer brand.
Happy Hiring!
Helen
P.S. Ready to elevate your candidate experience from "lost luggage" to "first-class service"? Let's chat about optimising your hiring process and making a lasting positive impression. Reply to this email or book a free hiring strategy call here.
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