It is no secret that candidates become frustrated when they do not receive frequent communication; let alone no communication! They send their resumes to recruiters and direct to organisations and don’t hear back. They fill out the forms they are asked to complete, receive that instant email that acknowledges their effort yet often don’t hear anything. It’s not just about the initial communication; it needs to be ongoing throughout the process. Let’s also not forget the benefit in communicating with candidates about other important points for example the format and content of their resume, providing information on what’s happening in the market and how they might best position themselves.

There is only one chance to make a good first impression. That’s the traditional advice given to job seekers. But recruiters and organisations should also pay attention to this excellent adage. Here’s why.

The job market has turned on its head. Gone are the days when recruiters or employers could pick and choose from seemingly unlimited job seekers desperate to get that job or work for “X” organisation. A buoyant market with high employment rates and a continuing skills shortage have seen candidates gain more control in the recruitment process. High-skilled candidates can be selective. It is common to have recruiters chasing potential candidates and for the candidates to be considering several roles. They have the luxury of choice as to who they want to deal with. The first impression the candidate has of the recruiter or organisation can play a major role in their decision to engage, or not to engage.

On personal interaction, timeliness, courtesy, good communication and respect say more about the company than the shiny brochure or user-friendly web site. The overall experience a candidate has throughout the recruitment process can make the difference as to who will represent them and who they will recommend to their friends and colleagues. The old saying that today’s candidates are tomorrow’s clients, or today’s candidates are future employees remains true. Creating a positive candidate experience is critical to long-term success for all parties.

Let’s talk about the process from the candidate perspective. In the past it was more one sided about the candidate being judged. The old attitude of being grateful to be given an opportunity or to work for a particular company is well and truly buried. But the potentials must be still put through their paces; which in some cases can be laborious and over-processed. The first interview, the second interview, the case study, the psychometric test, the meet the team and so it goes on. It is not uncommon for a process such as this to take 4 weeks or more. During this time of course the patient candidate sits and waits, hoping for success to call….or do they sit and wait? Not always. It’s now a two sided process. The last person standing is not always the most dedicated or committed. It’s a testing time also for the recruiter and the employer as the candidates are judging on how the process is being managed and how satisfied they are with knowing what’s going on. Let’s face it nobody likes to be a mushroom! It’s up to the recruiter in particular to keep the communication open and ongoing, in the hope that the time-lag won’t see the candidate opt out. For those candidates who do decide on the latter, they have their other offers to consider. Across the various stages the recruiter should be speaking with candidates every couple of days to manage the risks and ensure the candidate is satisfied and informed, by phone or email. If the communication is poor, the candidates won’t know what’s going on or where they stand and are likely to decide this is a waste of their time.

The flip side of this is that if a candidate has a fantastic recruitment experience they will share their experience with their friends and colleagues. Treating everyone with respect and communicating in a timely manner can result in a positive experience, even though only one person is successfully placed in the role.

So what needs to happen? Candidate communication must be a top priority. The rules are simple; treat candidates as you would want to be treated yourself. Provide all candidates with immediate and accurate information about their status, give them as much feedback about their qualifications and skills as you can in the context of the position they are interested in and importantly, keep them informed and up-to-date on their status. So why is it so hard?

With the growth in online application tools the volume of resumes received by recruiters can be quite overwhelming. It’s so easy to apply for roles today that even candidates sometimes can’t recall which roles they’ve applied for. Trying to get back to all candidates in a reasonable timeframe and at different stages of the process is a challenge. Then there’s the delay with clients’ availability or making decisions in order to provide feedback. Despite best endeavours and intent, in some instances not all candidates will be responded to in a timely manner. Its not rocket science but it is time driven, just like everything else today.

Information is delivered to our desks faster than ever before with demand and tasks increasing and pressure to respond quickly. More work to do in a day than time allows causes slippage. However at the end of the day it’s about priorities, service and delivery. To manage effectively the processes and tools must be in place to deliver that service as efficiently as possible. As with most businesses it’s what distinguishes companies in the market – the quality of the service or product they provide to their clients.

At Market Partners we provide a caring and personal approach to recruitment. We strive to eliminate hassles, and foster an atmosphere of fun, courtesy and mutual respect. We do everything we can to make the recruitment experience as stress-free as possible. Keeping our candidates in the loop is critical. We’ve all been in that situation and know what it’s like. We like to keep the communication open about all factors relating to the process including talking to our candidates about their expectations, are they in or out of the market; keeping them realistic in relation to demand and supply. We are often asked by candidates for advice on the best way to brand themselves, to talk about that next step in their career or for tips on their resumes. It’s always about quality, not quantity. You have 30 or 60 minutes with someone; you want them to leave with more than they arrived with; add some value and for them to feel informed.

Here are some tips to keeping candidates in the loop:

Don’t create a black hole! Respond to candidates when they have applied. If there’s a delay for legitimate reasons explain that to the candidate, don’t keep them guessing. Ensure their application is acknowledged. If they do not progress to the shortlist stage ensure they are advised ASAP. Make sure you use email in the most effective way possible. If someone calls directly, call them back. Don’t wait until the role is filled before letting these people know.

Discretion please! If you are contacting someone about an opportunity, don’t leave a message that could expose them. Use their mobile phone or their private email.

Watch the clock! If you are doing a phone interview or first-level screening with someone who still has a job, don’t take too much time. Set expectations up front and always check that they are OK to talk. It’s the little things. People appreciate respecting their current duties and privacy.

Hello, anyone there! Give feedback ASAP, ideally within 48 hours. If you expect to take longer than two days, let them know that. Don’t think about it, do it. We all know what thought thought!

Expectations! People have very different opinions about how an employment offer should be handled. Be open about salary range and encourage candidates to be open about expectations. Quickly get to an offer, long negotiations are a turn off. Be clear, time is precious.

A fresh start! Typically, people need to give between 2 and 4 weeks notice before starting their new role. Work for the candidate and try to negotiate a week off in between roles. It’s a good investment and they will be grateful.

Remember that life is a 2 way street; what you give you will benefit from in the end. Talk to your candidates and keep them in the loop. Keep their experience top of mind and develop relationships for the longer term, for everyone’s benefit.

Out of the box – candidate quotes

“Thanks for calling me back!”

“Thanks a lot for your valuable time and the professional tips you have given to me for my career development, and my positioning in the market etc. It does help me gain a better understanding of my value and positioning in the job market.”

“Just a quick note to say thanks for your assistance in my job search in the past few weeks. Your appreciation of Category Management I learnt is hard to come by!!!”

“I so enjoyed our vital exchange of ideas and your input assured me that ‘others do agree with me’ on where things are at and where they are heading.”