Recruitment as an industry does not always have the best reputation. One of the things that we sometimes have to deal with is a perception by our candidates or clients that recruiters are just in it for the money, are not there to help them, and will sell their own mothers for a quick buck.When Kye and I founded Skye Recruitment it was important to us that we reached for the highest professional standards that we could. We knew that we may not always succeed, and that there was always the possibility that a member of staff might do something without our knowledge or consent that was deemed unethical. What we could do, however, was set out - from the very start - our own code of conduct and our own value system, and then ensure that we communicate that to staff and build teams of people who share those values.
If a recruiter is not hitting their targets then we will not fire them. We will work with them, try to identify where they are going wrong, and what they can do to improve. If a recruiter is unmotivated we will offer them coaching, extra training, and do what we can to turn that around. If a recruiter lies to us or our clients, falsifies information, or acts in a way that we deem to be unethical then we will show them the door. We are happy to support anyone who is trying to do well, but we will not tolerate cowboys or charlatans.
Our view is that our clients must be able to trust us in order to do business with us. We work hard to build and maintain that trust, but there are recruiters out there who are working to do exactly the opposite.
Every now and again we run into a situation where I despair, as some recruiters seem determined to perpetuate the myth that all recruiters are untrustworthy.
Sometimes we have clients come to us, concerned, to say that a rival recruiter is trying to claim ownership over a placement (made by us, or another agency) where they have done nothing more than send a CV across. They have not spoken to the client about the candidate, they have not spoken to the candidate about the client or arranged an interview, and - in fact - the candidate often wants nothing to do with them. But, in these cases, the agency comes out all guns blazing and demands that the client pays them a placement fee or they will take them to court.
Sometimes the recruiter in question is desperate to hit target, and is not acting with the support of his or her agency. Sometimes the agency wholly supports these bullying tactics. Often the client decides that it is too much trouble, and they withdraw the offer. Sometimes they pay two recruitment fees. Sometimes the agency that has actually made the placement agrees to a discounted fee, in order to help their client. Either way, the client goes away vowing never to use the agency that has bullied them, and forms a perception of agencies that goes against everything our industry is working toward.
To me, the job of an agency is to provide an exemplary service to your clients and candidates. Your clients should feel that you have really added value to their business, and consulted with them as a business partner. Your candidates should feel that you have provided specialist advice to them, and helped them achieve what they are looking for.
If someone comes away from a transaction with you feeling bullied, cornered, or scammed, then you have failed.
There are many sides to every story, and in business it is never possible for every dealing to be smooth. However, it is always possible to act with integrity, and to think of the long term view. Yes, if you harangue a client enough then they may pay up. No, they will not want to speak to you again in future.You may think this is no big deal, as there are many companies out there to deal with. However, people talk. Candidates become clients, and clients become candidates. If you act carelessly toward the people you should be helping then your reputation will quickly reflect it.
The unfortunate part is that, all too often, so will the reputation of your industry.
Thankfully there are many good, professional, ethical recruiters out there. So what can we do to avoid being dragged down by those who do adopt tactics that damage our industry?
We can refuse to tolerate them in our companies. We can communicate our values to our staff, and act in a way that is consistent with those values. We can look at the bigger picture, and not always chase the fee at the expense of all else. We can ask ourselves how we want our clients to see us, and work with them to achieve that. We can report unethical agencies to the RCSA, and we can also ask the RCSA for advice if we're not sure whether something is appropriate. And we can keep doing everything we can to show our clients (and by 'clients' I mean all those with whom we are working) that we mean it when we say:
"We are not like that."
