We all have guests or are guests at one time or another. We should share a mutual feeling that a company’s clients and guests are #1. They should be treated with friendly hospitality, professionalism and prompt attention.
When guests are made to feel unwelcome and are not attended to promptly, what is the result? They do not return which is a negative reflection on any particular department and the company as a whole. We must remember that this guest experience can and will be shared by word of mouth, and they’ll tell two people… and so on and so on and so on… {Remember that commercial?}
In reading the AMEX 2012 Global Customer Service Barometer, Compared to the prior year, on average consumers tell significantly more people about their customer service experiences, both good and bad. On average, they tell 15 people about their good experiences (up from 9 in 2011), and 24 people about their bad experiences (up from 16 in 2011).
Managers, Leaders and Human Resources professionals must not fail to remember that they have another kind of ‘guest’ to serve. This guest is not looking for a product, service or value for price paid. This “guest” is a job seeker. Someone looking for employment, a job or hopefully a career. This type of guest is looking for the means in which to obtain all of the above. As ‘guests of your company’ job applicants should be treated just as any other guest or client of the company. They should be treated with friendly hospitality, professionalism and prompt attention. If prospective employees are not treated in this manner, the company runs the risk of losing the next shining star, dedicated employee or future leader. How you engage your prospective employee and express interest in them, will show them a glimpse of their potential job satisfaction as well as the culture within your organization starting from the beginning… that first impression.
Just as customers tell their friends about poor experiences, so do job seekers. They will tell their friends about the lack of response from your company, lack of a returned phone call when promised or the length of time they waited for you to meet with them for their appointment and interview time. You may think there are plenty of c andidates out there but the c andidate with the level of skills and qualifications needed may have just had a bad experience as an applicant. They just might tell their friend too… you know… that OTHER c andidate with the skills and qualifications you need. It may sound like this… “Ohhhh… you don’t want to work there…they don’t treat job seekers very well so they probably don’t treat their employees any differently!”
So, when you get that opportunity to meet with a job seeker, that person that could be your next star employee, don’t view it as a burden or chore but treat that individual just as importantly as you would a potential guest or client. After all, it is truly finding that special person who will help you take care to your guests and clients.
