Customer service excellence is an undertaking that should never have exceptions. Even job applicants who don’t make the cut deserve your very best. Treat them like any other customer and your business might just benefit.
How do you measure up in regard to customer service excellence? When you hire new staff, or put projects out to bid, do your advertisements state: “We regret only selected applicants will be informed.”?
Think about this policy from the applicant’s point of view. What a horrible fate to endure. As days go by, hope slowly withers and turns to anxiety, resignation or despair. This is not an example of customer service excellence!
Would it be so difficult for your company to call, send a letter or a simple e-mail thanking unsuccessful applicants for their time – and wishing them all the best?
Unsuccessful applicants are active members in the ever-changing business world. They might apply for another position with you in the future. Perhaps they will talk about their experience with your company among their friends and family members. Perhaps they will form an impression of what your company is really like based upon how long they waited for a reply…but never heard a word.
Now, imagine what kind of impression you will leave if you care enough to call back. Even if the applicant doesn’t get the job, they will know your firm is a class act that cares what people think and feel.
Key Learning Point
Customer service excellence should extend to everyone, even those you choose not to engage or hire. Applicants demonstrate an active interest in your organization. Let them know you appreciate their effort.
Examine the full range of your company communications. Look for situations where people are left unknowing and out-of-touch; missing call backs, late updates, absent acknowledgments and more. Find the gaps and close the loops. Your reputation will grow and your culture of customer service excellence will begin to entrench itself, as well.