How to Keep Clients Coming Back

By Liz Carey

After my birthday this year, I sent out ‘Thank You’ notes, like my mom taught me to do growing up.  It’s kind of a lost art – Social media, texting and email are the status quo now, and granted it’s much easier (and saves you the cost of a postage stamp)… But if the recipient gets just another email in their inbox (or worse, spam folder), they may miss it. A handwritten thank you note, on the other hand, commands attention. People notice thank you notes. People remember you because of them. That’s why recruiters often tell their candidates they should send a Thank You note to the hiring manager after an interview. It’s important to remember that it’s the little things that mean a lot. Good customer service is what builds good relationships with clients (and candidates) and keeps them coming back.

Here is a list of 4 tips (beyond sending a thank you card), to show your clients and candidates you care:

1. Take an interest in them – Recruiting is not just about transactions, it’s about relationships. Take the time to get to know your client on a deeper level – their background, family & interests. If you pick up the phone and ask how your client’s daughter’s softball game went, you will have a major advantage over other firms when it comes time to review their vendor list. Same goes with candidates – if you treat them as more than a number, they will likely offer referrals, good reviews, and repeat business.

2. Give them a unique gift – At the holidays, recruiting firms often send their clients gifts to thank them for their business. Sure, chocolates or a fruit basket are nice… but something unique or personalized is more likely to make them remember you. It doesn’t have to be expensive. Does your client love dogs? Get them a subscription to BarkBox. Are they a big baseball fan? They’d love a print of their favorite stadium for their office.

3. Offer knowledge – Whether it’s information on their competitors or salary trends, this information is valuable to clients. You could offer to train your client on interview techniques, or simply send a newsletter with interesting content that is valuable to your client, such as industry surveys with numbers and statistics, articles on hiring trends, etc. This not only shows your expertise in your field, but allows you to stay on their radar.

4. Be proactive and be thorough – Follow up and stay in touch. Keep your client and candidate informed at every stage. If you’re not currently working on a job req, remind them that you’re there if they need you. Walt Disney once said: “Whatever you do, do it well. Do it so well that when people see you do it, they will want to come back and see you do it again, and they will want to bring others and show them how well you do what you do.”

Clients are not looking for ‘just all right’ or acceptable service… they are looking for recruiters that provide value with exceptional service.

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