We all know it, though it may pain us to accept it: the customer is always right. To hear from the horse’s mouth that the stable was not up to scratch is enough to turn a herd of ponies to a more reputable farm overnight. Luckily, farmers don’t have to concern themselves with this issue. Recruiters, on the other hand, most certainly do.
The digital revolution has ushered in a new era of ratings. Today, consumers are exercising their right to comment on the services and products they purchase due to the ease at which they can do so.
This has created a culture shift in consumer relationships, with customer satisfaction no longer taking a backseat. That means for a recruiter, a reputation can be worth its weight in gold. Those with a strong online profile, backed by consumer confidence, can act as an incredibly strong indicator of a strong brand.
So how can you inspire positive reviews?
Word on the street
Understanding where you stand in the hierarchy of consumer trust is half of the battle – the other half is knowing where to look. Sites such as Tripadvisor and Trustpilot are two of the most popular resources for reviewing and rating goods and services. In fact, when people have particularly good experiences with a professional, they are now more likely than ever to recommend them to their network or at least write-up a glowing review of their service for the world to see.
If you have consistently helped a client to source top talent in a timely manner, don’t hesitate to ask them to write a quick review on one of the aforementioned sites or your LinkedIn profile. Business leaders understand the importance of a well-crafted reputation, and if you have successfully met or perhaps exceeded their expectations, they have no reason not to do you this quick favor.
React and respond
Keeping your finger on the pulse of your reputation has never been easier. Review sites and social media profiles are now available at the click of a button, allowing for 24/7 management of customer queries and complaints.
The ability to make reviews a two-way street has allowed recruiters to display concern and acknowledgement for customer grievances. These websites can not only act as a customer experience tool, but also to display the values and ethics of your personal brand.
Remember, if a potential client reads a negative review of your service, you have been given a platform to show that you are a tentative recruiter who accepts their mistakes and finds a way to put things right.
Failure to launch – what do about a negative reputation
If you don’t like what people are saying about you, change the conversation. If you have had a questionable reputation in the past, your draft stock will have inevitably plummeted.
Thankfully, everyone should be given a second chance – and the internet is a great place for a makeover. Social media channels, corporate social responsibility and thought leadership content are great ways to banish a negative reputation and begin to rebuild trust with clients online. By making the steps to undo a chequered past, negativity surrounding your recruiter brand will begin to face in time.