QUESTION: I have not had a formal followup with the clients of my placements this year. I have done phone calls and face to face, how is he doing?, etc., on the phone but not formally. What do you think of an online survey? – Jane, Chicago
ANSWER: I would not do an online survey simply because it is too impersonal, and they are not going to do it, or a small fraction will do it. It does not show that you care and you love them. You can actually have your administrative assistant do the followup.
I would make the follow up more conversational so that you get a really good look and feel for what value you provided and combined with sincerely where they feel you can improve. Whenever you do a survey to clients or candidates about your interaction, what I think is valuable if it is not you that calls them. I think they will be more candid with somebody on your team. I have my project director call our coaching clients, and we are getting some really good feedback, areas that I can personally adjust to provide you guys and gals a lot more value in building your business. I am wide open to things that are going to help you grow, but I think if I called you individually you might be a little more squeamish.
This is what I would suggest, have your administrative assistant call up people you have placed about three or four months after the placement and ask:
- Did our firm exceed your expectations on the following?
- Quality of the candidates.
- Timeliness in the presentation of the candidates.
- Within the compensation budget.
- Did we exceed expectations as it relates to our process?
- The quality of qualified candidates.
- Our responsiveness.
- Quality of weekly updates discussion, meaning a weekly update on the search.
- Weekly search analytics reports. Jane does an analytics report on what is going on in the search.
Also ask about:
- Return on investment, value received for the candidate hired.
- Is there any service we are currently not offering that you would like to see us offer?
I think those are all great questions and would ask them on the phone. I would not ask them using SurveyMonkey or something like that. But great question. Great idea.