I was recently asked by a staffing agency professional, “When my HR client is not being responsive to an important candidate update during rounds of interviews, just how much can I push before I’m being too pushy?” I could hear his frustration as he added “Sometimes clients can be their own worst enemy during the recruiting process!”

As candidates pursue multiple avenues in search of a permanent job, new developments can be deal breakers, so timing is of the essence. The last thing either HR or an agency wants is a viable candidate to slip away midstream, especially if it’s stemming from a communication issue, of all matters.

Here’s a few of my thoughts on this . . .

My “client/agency partnership” tentacles become immediately engaged when I hear about this type of situation.  The most successful results between clients and agencies are achieved by those that work as business partners and have constructed clear communication channels with each other.

Since the agency is an extension of the HR recruiting/staffing function and covers ground that Human Resources elect not to handle (i.e., resume and candidate screening, coordinating candidate interviews, reference gathering and testing), they must be empowered to some extent in that role to be successful on a client’s behalf. But, how does a staffing agency get their client to realize this? One area is in the matter of communication. The agency must have a conversation with clients about how they’ll reach each other during a candidate search and interviewing process. Find out how clients prefer routine updates and how you’ll reach them when something’s urgent. These could very well be two different methods.

The dialogue can be as simple as “When I absolutely, positively, must reach you, what’s the most effective way?” Give clients an example of something urgent such as a candidate being woo’ed away during the interviewing phase or actually getting a counter offer, to reinforce exactly what you mean by “urgent”.

Just a sidebar . . . and, besides, what would my blog be without mention of one of my favorite topics . . . “agency cold calling”, but there is a close tie here worth bringing up. Clients have gotten “cold called” so much by agencies in general, that they have become jaded, faded and otherwise negated when an agency calls. Unfortunately, clients are oversensitized at this point, so may not be separating routine agency matters and solicitations from real live, important calls when the agency tries to reach them.

It’s in an agency’s best interest to re-educate their clients in the area of agency/client communications and timing, which will have an impact during a candidate search or when interviews begin. Discuss the reasons an agency may need to reach them quickly. Help desensitize clients to “the agency call” in order to get through when it’s needed. Talking to clients should include an understanding about the risk that’s run when they allow things to drag or response times are slow.

Communication is a very basic topic and when an effective system is set up, it paves the way for a more successful flow of information between both parties. This not only helps avoid trouble down the road, it unties an agency’s hands when trying to deliver or act swiftly for a client. Worries over being “too pushy” will be a non-issue once the rules are in place. Of course, neither should be abusive and cry “Wolf!” unnecessarily, or it will instantly render the system meaningless.

Frequently, when a new job order needs to be filled, it’s “off to the races” with HR and the agency jumping on job descriptions, qualifications and compensation matters. It’s only natural! But, it’s worth being clear on how you’ll get messages to each other. Once this is established, you’ll both know the drill about reaching each other. It’s never too late to get an efficient system in place.

Although email may typically be slower than a phone call, the popular use of Blackberry’s now means getting a message through anywhere, anytime is just about guaranteed and may work very nicely. Inserting “ASAP” or “Urgent” in the email subject line should suffice as an alert that something’s pressing. Just make sure you agree on a method that works for you both.

Turnabout by the agency with HR is not only fair play, it’s essential. Agencies must be reachable by their clients, especially during a recruiting process. Things can change rapidly from the client side, especially when it comes to changing business schedules. Information must flow fast and with ease during this process.

Concerns by an agency about being “too pushy” should be replaced with thoughts about being in a “lead role”, especially during a recruiting cycle. This isn’t about being aggressive, but takes the form of knowledgeable guidance with clients. Here’s where an agency can step into a pair of proactive shoes. Along with the agency’s expertise, there are many “behind the scenes” insights about candidates that an agency is privy to, such as their status on other agency/company interviews or other offers they may be considering. Candidates are confiding in the agency, not the client. This puts the agency in a more directive position with a client as an advisor. Their guidance as the recruiting process unfolds and their ability to keep a candidate “warm” during the process is extremely valuable to a client. Regardless of HR’s level of experience in recruiting, when an agency is hired for a job placement, they must be an active leader. It doesn’t matter how many times this exercise has been done before, each time it matters. It’s always an opportunity for the agency to expand and enhance what they do for a client and demonstrate just how good they really are. It will keep clients coming back for more.

A good deal of time, competitiveness and effort goes into securing the right candidate for a client. A little advance planning goes a long way. Make sure conversations are had so that both parties know what to expect and are working from the same page. Talk to each other about how you’ll talk to each other during the recruiting process so wheels aren’t spinning as candidates are walking out the door and calls aren’t getting through.

Catherine Pistole, is the Director of Human Resources at a private equity firm in New York City and author of “The Temp Factor”® book series. To receive important updates, tips and articles, please send your email address to thetempfactor@aol.com.
www.catherinepistole.com