DHR CLIENT INTERFACE MANAGEMENT - INTERACTIONS WITH EXISTING CLIENTS

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DHR CLIENT INTERFACE MANAGEMENT - INTERACTIONS WITH EXISTING CLIENTS by Mind Map: DHR CLIENT INTERFACE MANAGEMENT - INTERACTIONS WITH EXISTING CLIENTS

1. NEW JOB ACQUISITION

1.1. Failure to identify Client's Needs

1.1.1. To clarify needs:

1.1.1.1. Prepare yourself (in-depth) and understand whom you are meeting in advance (collect information PRIOR to meeting Client)

1.1.1.1.1. BAD: "Mr. Client, could you provide me with names of 10 companies that we should target with headhunting calls?” "No, Mr. Recruiter, that’s what we pay you for…"" BETTER: “Mr. Client, prior to the meeting, I have prepared a list of companies from which we would potentially source Talent Candidates for your organization. Please have a look at the list. Are there any companies on the list, or any other companies that we should NOT target? Are there any particular companies that you WANT us to contact?”

1.1.1.2. Send Meeting Agenda - ask Client to prepare

1.1.1.3. Ask smart questions & actively listen

1.1.1.3.1. Search Profile (focus on Job & Candidate)

1.1.1.4. Document the dicussion

1.1.1.4.1. Client Meeting Notes form (focus on Client)

1.1.1.5. Clarify gaps

1.1.1.5.1. Job Manager organizes internal teleconference call with Recruiters and Researchers (within 24h)

2. PROGRESS MANAMEGEMT

2.1. Reactiveness

2.1.1. To manage Client's expectations:

2.1.1.1. Be pro-active & up-front in obtaining feedback from your Clients

2.1.1.2. Keep the Client updated

2.1.1.2.1. Weekly Update Report for Clients

3. FEEDBACK ON INTRODUCED & INTERVIEWED CANDIDATES

3.1. Lack of Confidence (Unassertiveness)

3.1.1. To gain respect and manage wisely DHR resources:

3.1.1.1. Know when to say NO to protect DHR's resources (time & money)

3.1.1.1.1. No Feedback > 5 working days after sending Candidate Profiles?

3.1.1.2. Be ready to stand up for your Candidates

3.1.1.2.1. Recruiter: So, are you happy with the Candidate? Client: No, she is too young. BAD Recruiter: OK, Mr. Client, I will search for another Candidate. BETTER: Recruiter: Age was not listed in the Job Description as a requirement. Are you telling me that it is of importance?

3.2. Inconsistency (questions asked, depth of obtained information)

3.2.1. Client Interview Note (Job Record > Interview Feedback from Client)

3.3. Timeframe

3.3.1. To obtain timely Feedback:

3.3.1.1. Send Candidate Profile in batches

3.3.1.2. If Clients selects DHR Client push for Offer Letter

3.3.1.2.1. Recruiter: Great news Mr. Client. Does it mean you are going to make the Candidate an offer? Is that going to be today? Tomorrow? Are there any other people involved in the decision? When, then…? Can I send you an offer letter template to make it more convenient for you?

3.3.1.3. Be proactive in following up

3.3.1.3.1. Call Client 24h after sending Job Profiles

3.3.1.3.2. Agree with Client on regular follow-up calls

4. REQUESTING CLIENT'S FEEDBACK ON SERVICES PROVIDED BY Direct HR

4.1. Does a closed case mean the Client is satisfied? We do not know...

4.1.1. To "take pulse" of your Customers:

4.1.1.1. Stop making assumptions! Say NO to guesswork!

4.1.1.1.1. Customer Satisfaction Survey / Vendor Evaluation Form