Temporary Staffing Industry Best Practices
Quite often, the earliest point of contact between a temporary staffing agency and prospective client is made over the phone. However, sitting down face to face is essential in moving things forward and properly assessing how an agency can effectively provide service to your organization. As a result, making the most of this first meeting is an understatement. Here are three tips to help you put some instant impact into your meeting for better results.
1. Realize that a first meeting with an agency is really an interview.
Typically, once you’ve agreed to meet with an agency, you can anticipate a relatively informal first meeting to explore the possibilities of working together. But, pleasantries aside, recognize that this meeting is your opportunity to see what they’ll bring to the table. This is an interview and the information shared will be significant. Consider your temp staffing needs, your priorities and exactly how this agency will provide sound solutions to your company.
Apply your interviewing tactics to this setting and take note of any gems or red flags the agency rep presents. Is this agency looking to help you shape your temp staff strategy and working with an eye on the big picture? When they approach your business this way, it leans more toward a partnership with clients rather than a la carte, or a “per order” basis. This also indicates where an agency’s sight line on service is . . . proactive (strategy) or reactive (“per order”).
There are of course, other observations during the interview that will form an impression on the agency’s fit with your needs. Many of these hail from the tried and true basics that still hold up, such as the agency rep:
a. Arriving on time, well prepared and dressed appropriately to meet a client
b. Giving you undivided attention (no cell phones or Blackberries chiming away in the background!)
c. Possessing professional speaking abilities and communication skills
d. Making eye contact and effective use of nonverbal communication, coming across as sincere and not scripted (i.e., using too many buzz words, i.e., “high touch”)
e. Providing achievement based answers, using examples and details (vs. too many generalizations and broad references), being direct and to the point in describing their services and strengths
f. Using meeting time wisely from start to finish and not going into overtime.
Be sure to take notes and do your share of asking questions, which leads me to my next point . . .
2. Avoid the trap of the agency rep doing most of the “asking” and the client doing most of the “answering”.
This is a party for two, so both sides need to actively participate in a Q&A, especially the client. I’ve routinely witnessed the agency rep take the lead during a first meeting and jump in with their questions about the company/client first without explaining what they have to offer. While I can appreciate their initiative, one of the key reasons for meeting with an agency is to learn about them to make sure they measure up to your criteria and standards. Ask the agency rep to hold their questions about your company until you’ve had the chance to learn more about them first. Take it one step at a time and be careful not to let the agency rep’s questions get ahead of you.
I think it’s very important to have the agency rep present first in order to see what’s on their radar as a business. I like to see how the agency rep will lead me, rather than be led. When a client is the one raising key service issues during this meeting, it’s not a good sign.
When you conduct job candidate interviews, do you describe the position requirements before you learn enough about the candidate? The same applies here. A simple way to approach it is to break the meeting into two parts. The first half is about “the Agency” and the second half is about “the Company”. Follow this easy rule of thumb and you’ll get better results from this discussion.
Once you’ve gained the understanding and background about the agency that you need, you can decide about continuing or concluding the meeting. If you like what you’re hearing and it appears to be a successful match, you’ll want to begin sharing company details and allow the agency to delve in with their questions. They’ll need to walk away clear and knowledgeable about how they can provide service to your company. Educate them on what it takes for temps to not only perform well on the job, but to “fit” with your company culture. Getting a temp into your space is just a piece of this. Once there, temps must be able to effectively relate with the employees.
Additionally, there can be a tendency by agency reps to assure you they “know” your industry, and “know” exactly what you need. I see this as a red flag because it can gloss over their focus on what makes your company different than others. Each organization is unique and the agency rep must have an appreciation of that fact. Taking note of your particulars and paying attention to the details is what will distinguish them from others. It’s all in the details! Familiarity with your industry is a positive, but that’s certainly no measure of immediate or continued success for servicing your company. It helps, but it’s no magic wand.
And lastly . . .
3. Plan ahead for this meeting to achieve your goal (s).
A little planning really does go a long way. Write out your goal(s) for this first meeting. What do you need to know about the agency? What makes their service clearly better than others? How are they doing things differently and innovatively? What do they need to know about your company? What makes servicing your company different than others? What does a successful temp staff solution look like at your company?
Develop a temp agency fact finding and company/client management tool. Use it whenever you need to meet (interview) with an agency for the first time. Make a list of questions about the agency that will help you assess their capabilities and performance level. Think about your priorities and the results you need from an agency, then work backwards to design your questions. For example: You need temps that have an advanced level of Excel. Ask about the agency’s technology testing and importantly, the retesting process to learn more. How do they ensure a temp candidate is truly proficient at an advanced Excel level? Another example: You like to have the same temps fill assignments again and again (“repeaters”). Ask the agency about their temp turnover rate to gain an understanding about their ability to meet this request. Ask how often they can provide you with “repeaters”.
Next, compile all the noteworthy facts about your company that the agency must know. These should include details about your company priorities and culture. The topic of temp “fit” is particularly relevant. Explain what it takes for a temp, especially one that’s new to your company, to be successful and relate to employees and management. Of course, you’ll also need to provide basic job descriptions for the types of jobs temps fill at your company. Review your final list and edit accordingly so that it’s straightforward and will lead you to answers that define how the agency can bring you desired results.
Not only will this tool be a time saver, it’s also an organized way to record notes about this agency for future reference. Your list will give you the ability to keep the meeting on topic with speed and effectiveness. In addition, you can realize more consistency if you or your staff need to benchmark agencies. Lastly, when meeting with a temp agency, you’ll want to set a tone with this prospective business partner that says you take this seriously and know your stuff. Being so prepared will send this message.
It’s extremely important to select an agency for your temp staffing needs that will work with you as a proactive business partner. The first meeting with an agency is the start of this process. Follow these easy tips to help you discover the real value this resource can bring to your organization.
I received something in the mail the other day that was a bit of a mystery. It was a dozen “Thank you” notes handwritten from students in a second grade class from the Bronx. Each one included an original drawing on the front of it. For one thing, my mail usually consists of business letters, invoices, HR materials and assorted junk mail. Receiving something handwritten in the mail was unusual. Receiving something handwritten, with artwork, a “Thank You” and from elementary school students was a special occasion in deed. Each note had my name on it, spelled correctly I might add (with a “C” and not a “K” . . . not that there’s anything wrong with the letter “K”). So, who were these cards from? I had no idea. They were completely unexpected and puzzling.
Each brief note thanked me for helping obtain new markers, index cards and site rings (not sure what a site ring is, but it’s definitely a useful thing to a second grader!). I enjoyed each note as I read it and could see the care that went into its creation. Remember the effort required to “stay within the lines” and how much elbow grease it took to completely erase the shadows of misspelled words? I do and could thoroughly appreciate such attention to detail.
I continued reading one after the other hoping to discover exactly who sent them and why. Finally, I found a cover letter buried at the bottom of the pile. It was from the second grader’s teacher explaining that through a donation made in my name, her class was able to acquire these needed supplies to help improve the student’s reading and writing skills. At the lower left of her letter was a small picture of the class as well. It was very touching, but didn’t take me full circle to understand the whole story.
As my brain continued to swirl . . . students . . . the Bronx . . . new markers . . . donation in my name . . . “thank you notes” . . . “site rings” . . . huh? . . . it finally occurred to me! At the end of last year, I had received a “donation gift card” inside a holiday greeting. It came with instructions to go online and select a charitable project for a contribution to be made on my behalf. It was a “Thank you for your business in 2008” initiative and this second grade class had received the funds that I had chosen. Ah ha! Now I got it.
How is this connected directly to our related forum? The source of the “donation gift card” was my temporary staffing agency. I was impressed when I had received it and am even more impressed now seeing how the gift really did make a difference. As a client, I seek to work with those that make a difference, make things count and get it right the first time. My staffing agency works this way with me all year long, so this was just “icing on the cake”, as they say, and an example of how they further distinguish themselves in the eyes of a client. Of course, each agency has their own priorities and constraints, so giving back is wonderful if it can be done and I think worth considering. This type of practice gets the wheels in motion for bigger and broader thinking.
After months of headline news on the economy tanking and business misconduct, this event was a welcome change to my work week. It demonstrates business at one of its finer moments. So, here’s my small flashlight shining on something positive. Bravo, high fives and well done to my agency on this one!
PS . . . please visit www.donorschose.org if you’d like to learn more.
Are your clients aware of all your agency has to offer? Seems like a very simple question, but you’d be surprised by some of the answers once you start “going there” with your clients. I’ve had numerous experiences with agencies that I’ve work with over the years that rarely or ever bring up the fact that they handle many other services besides the ones they presently manage for me. To put it in a word “Yagottaletemknowaboutit” , (my New York humor for “You’ve got to let them know about it”).
Look at the areas where you currently provide service for your clients. Has it been awhile since you’ve held a discussion or presented materials showing what else the agency might be able to do for them? You might find that there are ways you can expand your service to them just by bringing it up.
I had a classic experience in this regard with an agency that I was referred to during a search to fill a permanent position. We did successfully placed a perm candidate together and the agency rep continued to check in with me every quarter or so for years. Our conversations usually began the same way about whether or not I had any new openings she could help with. I would generally reply “Nothing new going on”, so we would chat a bit and built a nice rapport. One day, she happened to follow up my “Nothing new going on” with a ‘You are aware that we do temps placements in addition to perms, right?” What?! We never “went there” and I was amazed to learn this so far down the road from where we started. Many opportunities were missed to do more business with that agency up until that point. We had fallen into a routine.
Making sure your clients know all about what you have to offer is the agency’s responsibility. Don’t wait for your clients to ask about a service. They may never bring it up and another piece of business could have been yours for the asking. So often, a client will get a complete list of services with an initial brochure or presentation and focus on exactly what they need at the time. The agency then fills that need and the dial gets set to that one channel.
Periodically clients need to hear about other services an agency can offer them, so it rouses them to take another look. This is important for several reasons:
1) Companies change! They evolve and grow along with their needs.
2) Agencies change! They evolve and grow along with their services.
3) This is an effective way to communicate with your clients. Instead of calling them solely to inquire about possible job assignments or openings, provide information to them about additional ways you can service them. When you “go there” you can’t help but learn more about your clients and keep on top of their needs. They may be evolving. This will also help build the relationship and start you on a path of partnerhsip.
If things have fallen into a set pattern with some or most of your clients, might that be an indication that it’s time to freshen things up and consider where else you can help them? The very fact that things have been going along smoothly and you’re filling a need shows you’ve been effective with a client in one regard. You’re now perfectly positioned to discuss how else you can expand your service to them. The important point is to make sure you are appropriately telling them over time about all your services.
So, “Yagottaletemknowaboutit” and when you do “Yagonnabegladyadid”.
For many years, I’ve received all sorts of staffing agency giveaways as a client. This area runs the gamut. Some items were memorable, but did they create the right kind of attention, or better yet, move the business bar? I’d like to share some thoughts with you on this topic after receiving a giveaway recently (which I’ll reveal below) that I shall call “different” and sent me straight to my keyboard.
What an agency gives away to a client or prospect has probably fallen on the list of priorities now that business is down and budgets are tight. But, it’s no less important to do this effectively when you chose to place something in the hands of another businessperson, especially those you want to attract.
I don’t mean to sound harsh, because it’s a giveaway after all and it’s always nice to be given something, right? But, when it comes to putting an organization’s name on an item and giving it away to encourage business, the rules change. It goes from “gift” to “promotional item”. I believe it’s fair game for some constructive critiquing because it is a deliberate communication by an organization. It is meant to draw a response.
If you’re going to use giveaways, apply the same scrutiny you would with your other business tactics and use a very critical eye. Just because this may be a fun and creative aspect of business, don’t let your guard down or relax your standards about what you’re after . . . attracting clients and promoting the agency as an effective business partner.
A few years ago I received a tiny little light blue sneaker in the mail. On the side of the sneaker in white letters, it read – “I just want to get my foot in the door.” A business card from an agency rep and a brief note of introduction came with it. While I was struck by how creative this approach was, it didn’t nudge my level of interest in this agency. Yes, it accomplished what it meant to, which was to get my attention, but it didn’t hold it or engage me further. The item was memorable, but had no strong connection to me or linkage with the agency. And, that’s the problem. An effective giveaway needs to create further interest in the agency. It needs to hold some sort of value to the end receiver in order to encourage a next step.
Certainly, the point is to get the agency name out there and in front of people. You want to be remembered, but make sure you’re being remembered for the right reasons and in a first class way. Start with defining what message you want to deliver via your giveaway and stick to it. Make sure it’s clear and that the receiver will “get it”. This may be the first time your agency name is presented to a prospect, so you’re making a first impression, which will have impact one way or another.
Here’s a few, brief guidelines when considering a giveaway strategy. Make sure they:
• Possess a useful functionality
• Reinforce and expand the strength of your agency image or brand
• Serve as an fitting expression of appreciation for a client’s business
• Are industry or client appropriate. What works with one, may not work with another.
So, what was the “different” giveaway that I recently received that pulled my “getting noticed isn’t creating interest” trigger? It was an oversized cherry flavored candy ring with a note attached from an agency rep saying “Please accept my ring.”
Enough said.
I was getting an early morning coffee in Manhattan yesterday, which is my normal routine during the week. The fact that it was rainy, plus it being a Monday, made for a rather drab start to the day. This particular place has counter seating only and as I sat there looking out the window at the passing cars, a cab pulls up and I believe I see someone famous get out. Wow! Can it be him? Is that Henry Winkler? It certainly looks like him, but he’s dressed like a businessman. It’s not that I expected him to be in his Fonzie leather jacket, but a suit, getting out of a cab and right out my window so unexpectedly didn’t seem believable.
I went back to what I was doing and the next thing I know, this same HW look-a-like person walks in and puts his things down a seat away from me at the counter. I can’t help but look again and discretely check out the situation since he’s a dead ringer for the beloved Arthur Fonzarelli, sans jeans and black leather jacket.
It is him! We smile at each other and I say “hi”. This is actually my second encounter with him, although the first one was in passing. I tell him that he passed me along the street years ago in Times Square, and gave me a smile as he went by. It was one of those things that came across as very genuine and made for a really nice moment that I’ve remembered. It left me with the impression that he was a really nice guy. When I told him yesterday about that, he came over and gave me a big hug and showed he appreciated the complement. You can’t fake that kind of interaction with people. Henry Winkler now goes in my book of “Officially Nice People”.
We chatted briefly. I even watched his things for him as he went up and ordered his cup of coffee. He’s not only nice, but gets his own coffee!
I learned two lessons from this small experience: #1 is that when you’re genuine, it shows. Having no airs about you, being approachable and taking a moment with someone is important. This not only goes for small interactions in life such as meeting people in your everyday experiences, but in business. That’s what clients will see and value. The relationship outshines the almighty dollar.
Lesson #2 has to do with how quickly things can turn around. On Friday, I had an experience with someone that didn’t go exactly as planned. It left me feeling a bit discouraged and questioning things. On Monday, I’m trading hugs with Henry Winkler. So, you never know what life has in store or what will come your way, even on a rainy Monday morning over a cup of coffee. As we wait for the economy to turn around, keep that in mind!
Well, the books are off the ground, so to speak . . . and being well received thus far! I’ve taken off my writer’s cap for awhile and switching into marketing mode. I had an interesting experience this weekend, which spoke first hand about the state of the economy and unemployment. As I browsed in a small home decor shop on Saturday, a young woman came in and approached the shop owner directly for a job at the check out counter. I haven’t seen something like that occur in many, many years. Unfortunately, for the job seeker, there wasn’t a position open since it was an owner operated business. There were a few take away lessons: 1) not to be afraid to ask directly for what you want and, 2) watch for courage, honesty and sincerity in a candidate. Qualities not to be overlooked in any potential hire! My instincts told me, she might have been a very good hire too. Those are just the type of situations where you find some of the best people. Despite the market being flooded with candidates right now, unfortunately, there are many that might prove unsuitable hires. Something to remain on the lookout for . . . great hires! When you see them, remember to pass them your agency card. In good times or bad, seeing a job candidate display courage and a positive attitude, like this woman in the shop, are very valuable traits. I wished her luck and have a feeling she will not be looking too long!
P.S. (Watch the negative words in your vocabulary and try replacing them with more positive ones. For example: replace “can’t” with “can” and “maybe” with “absolutely”, . Your clients will pick up on this and really appreciate working with a more positive and empowered sounding agency!)
Cathy
Welcome to my blog and launch of my website (www.catherinepistole.com). This is a very exciting time for me and I’m happy you decided to check things out. This is the place for talk about the “temp world”. I’ll be sharing insights, tips, news and other related tidbits to enrich agencies, temps and clients. Each one of these groups touch the other and complete the full temping circle. I will do my best to inform, share experiences and offer ideas. All that will be required of you is your interest and zest for learning and sharing. A good sense of humor can’t hurt either! Thank you for joining me.
This is the place for talk about the “temp world”. I’ll be sharing insights, tips, news and other related tidbits to enrich agencies, temps and clients. Each one of these groups touch the other and complete the full temping circle. I will do my best to inform, share experiences and offer ideas. All that will be required of you is your interest and zest for learning and sharing. A good sense of humor can’t hurt either! Thank you for joining me.
