Hey what's up everybody Kris Dunn with you from Fistful of Talent also from Kinetix located in Atlanta being started so happy to be sponsored by Jobvite the title of the webinar is Five Common-Sense Ways to Build a Great Candidate Experience there's a lot going on in that topic so we're going to tell you more about how we view it you know it's funny Jobvite has this path where they've really expanded the way we as recruiters and HR pros should think about candidate experience I agree with that it's one of the reasons I'm really excited to be doing this webinar.
So let me tell you a little bit about me I'm Kris Dunn I'm the CHRO at Kinetix were based out of Atlanta doing recruiting nationally so what's cool about my job is I'm a career HR pro I've always loved recruiting more than anything else and now I get to be an HR leader and a partner at a recruiting firm so we've got over a hundred recruiters doing work for clients everywhere across all industries so we really think about the recruiting piece and also the candidate experience piece not only Kinetix but for a lot of our clients so excited about that excited that all of you are joining me I'm also the founder of two blogs one's called Fistful of Talent the other one's called the HR Capitalist you guys can find those just google those subscribe join me on a daily basis we right there every day and I'm also hoops junky which means for those of you at the Bay Area Jobvite is located in the bay but they've got customers everywhere you know the Golden State Warriors are up to oh and you know I got like another week of hoops and it's going to be dry for me until November so I'm Kris glad you're with me today to talk about candidate experience Five Common-Sense Ways to Build a Great Candidate Experience the hashtag if you want to hit me up on Twitter is hashtag Jobvite pretty self-explanatory there also you can use the QA and questions panel I believe that's left of your slides to ask any questions you want we'll try and have time to answer some of the questions at the tail-end.
Here's where we're headed here's what we're going to talk about related to you and I building a great candidate experience we're going to first of all talk about the value of managing first impressions - candidate experience then we're going to move on from your career site and places like that we're going to move on to say hey how does initial outreach from your recruiters drive candidate experience then we're going to talk about when you actually bring people live into your location for live interviews why that's really critical to candidate experience as well we're going to talk about the impact of hiring managers to either good candidate experience or bad in the experience we're also going to talk about good and bad hiring managers in what you need to do with those and the last thing we'll talk about as all of you know is why closing out candidates effectively drives candidate experience.
I think I've got some unique views on that and I want to share those with you so for anybody I see the the chat going on to the left of your slides anybody having trouble with audio make sure that you keep pinging us up there I see a lot of people like saying no we're good on sound so that's good if you're looking for me you can find me a Kinetixhr.com also Fistfuloftalent.com Hrcapitalist.com more importantly special thanks to Jobvite for giving me the opportunity to talk about candidate experience and kind of their expansive view of it so when you think about Jobvite one of the things that's really interesting that I'll start you with and then we'll get into contact or into the content is when you think about candidate engagement you know the old scope used to be hey we're going to manage that from the time somebody applies we can we kind of like take a limited view of that the new scope of candidate experience really comes down to when people first figure out who you are and they're looking to think about you as a potential employer for them it's a much more expansive thing that starts probably with your career site that starts with your job postings and goes all the way through a bunch of components that will be drive how candidates view your company how they view my company what we can do as recruiters to really influence how candidates view us and to get more people interested in our companies more people to apply and more people to be interested in interviewing and accepting our offers all of these diamonds are a part of that.
As you can tell Jobvite has the view that candidate experience is much more comprehensive than it's ever been what I would tell you is when you think about where we're at with the economy is peak economic cycle I think there was a report that came out yesterday that for the first time in a long time we now have more job openings that we actually have people in the job market we're definitely at peak economic cycle so what that means is it's more competitive than it's ever been for candidates you and I know that our hiring managers and companies may or may not know that so what I want to accomplish with this webinar is just to give you some ideas if you're trying to build a better candidate experience maybe your recruiter or recruiter manager or an HR manager who wants to lead a project on candidate experience you want to improve your branding and how candidates view you we're going to give you some great ideas about where you can look but the last thing I'll say about this slide is you can look everywhere because candidate experience is embedded in everything we do as recruiters and HR pros all right so let's get started so the first thing that all any good recruiter knows is that candidates judge you really from the first time they shop you so let's talk about maximizing first impressions on that recruiting trail and with those first impressions we've got to think about a couple of things.
So let's get started with that the first thing is if you want to impact candidate experience from the time somebody shot You before you even know that they're a candidate you want to think about your job postings okay and your whole goal with your job postings is to simply beat your competition look more interesting than your competition by the way everybody's going to get these slides we've got a lot of words on these because we want them to be a quality leave behind as well as what you see on the webinar so I'm not going to read these word-for-word but what I do want to tell you about job postings is that most of you are shaking your heads and you're saying that ours are really two lame so if you want to improve those for the simple reason of you just want to look better than your competition there's a couple of things you can do the first thing you want to do is you want to like be less legal right you don't want the legal job description you really want a job posting that is more human that talks and reads more importantly like regular people talk you want to use humor to make the candidates feel like your company might be different and we've done a lot of this at Kinetix.
You see right there we've got a list if you look on that iPad like kind of you we've got a list of five things you won't find on our public pitch sheet yadda yadda yadda what we found is that when we take a little time on our job descriptions we did a bee testing on that and it shows that customized non-legal job descriptions really drive 30 percent more replies than those that look like traditional job descriptions so on each one of these slides I'm going to talk to you about the candidate experience advantage if you focus in this area so for the benefit of job postings if you spend time on a project and you improve your job posting the candidate experience advantage you're going to get is connection with your company's culture so if you take some time and that really comes through on your job postings people are going to feel the culture and you're going to get an advantage on the recruiting trail that a lot of your competition really won't get next up let's talk about career site.
The thing I would tell you when it comes to candidate experience related to your career site Jobvite talks a lot about this in some of their events by the way don't forget early October if you're a Jobvite customer or if you're not they've got a show an annual conference coming up in San Francisco called Recruiter Nation Live it's one of the best ones in the industry I would encourage you to look that up one of the things that they'll focus on at that conference is career sites are really changing candidate experience on career sites is really changing as well.
So the first thing I want to tell you is that stock art is dead so if you've got a picture on your career site I'm going to do two pictures there okay top picture bottom picture if you've got stock art on your website that looks like the people on inside the top picture what I would tell you is they look fabulous they're perfect in every way what I would tell you is the guy at the bottom with kind of the frumpy type of like polo it doesn't match the green like logo in the background that's like a real person so what we know through our work with a lot of different recruiting clients working on the career site is it's showing real people and telling their stories really creates transparency and not authenticity that doesn't exist on every career site so you want to tell the story of a day in the life you want to tell you want to give people ideas about what it's like to work with you don't have time to go into it today but that's really called employer value proposition for EVP you want to tell them some of the challenges of working for your company in your environment.
The best career sites do all of those things they also follow content marketing strategies where they're continuously updated and they're telling new stories if you do all that then the advantage you have from the candidate experience perspective is your candidates feel like they know what it's like to work with you and who they would be working with they feel like they know it candidates can spot phony stuff a mile away they're really looking for people who look like them so if you take your time and you show real people and you tell their stories the advantages that they feel like they've got an understanding of what your culture is before they've even applied and that is super important in today's really kind of competitive environment.
Let's talk next a lot of you are shaking your head at this but let's talk next about applying for your jobs when you think about candidate experience the other place you can think about is your application process and this has been talked about a lot with people who talk about candidate experience spend a lot of time on the application process so I'm going to breeze through those but if it's more than 10 minutes you probably have failed and I see that with the understanding of I know some of that's legal driven but as I say in the slide come on you want to do things like enable we can apply where it'll just scrape the stuff and automatically let people build a profile based on their LinkedIn profile now if you find yourself at your company like being able to be nimble on a job application much easier for small employers than big employers and what I would tell you is if you find yourself with a legal driven application process online that's like 45 minutes long or even 20 minutes long you probably want to consider a project to fight that a little bit and a great place to look if it's legal driven your legal department says you can't do it I can do a whole webinar on this you probably want to think about what your definition of an applicant is from EEOC perspective that's a choice not necessarily a necessity about how you define what an applicant is the bottom line is if you skinny up your application process and make it easy to do business with you that kind of predicts for candidates you guessed it that it would be easy to work with you and that's ultimately what candidates want so look at your job application process a lot of people talking about that from a candidate experience perspective.
So make sure you look at that next thing we would tell you to look at job light does great job at delivering ATS messages but what you put in that 80s messaging influences candidate experience your goal is to make them smile a little bit okay and what I would tell you by the way that's a fake just kind of message that's actually from a candidate back to a company that declined them it's supposed to be funny you guys can read that why go through this but if you're like me you know in your ATS hopefully you're using Jobvite but you know in your ATS there's really five major ATS messages in your system you know them thanks for applying there are a few others that you use more than anything else most companies take them basic messaging that the ATS provider provides directly out of the box for you or they involve their legal team to create new messages the myths on that is that ATS messaging is a great place to distinguish yourself and to provide a little candidate experience value before people even expect it.
What you want to do is you want to set yourself up to sound like a human you want to rewrite the messaging in a way that makes people smile and the senior level on this is if your ATS can support just HTML and links you want to tease links to that great career content that I mentioned a few slides ago like use links within your ATS messages to push people back to your career site or if you like really are senior level you do that on a job by job basis you've got a bunch of different ATS messages to really cater to kind of the the talent pools that you're after now if you do this and you take the time to do this the candidate experience advantage is that you're really working the rule of seven in marketing the rule of seven in marketing says that you've got to hit somebody with a message about a value set features benefits for any product you've got to hit them seven times before it will actually stick so what you want to do from a candidate experience a why ATS messaging is important you want to hit them with the fact that you're different you sound different you read different you look different you want to hit them with that as many times as you can ATS messaging is a great place to do that you're going to end up with drip campaign that really reinforce the belief that you're a great place to work now if there's one thing you kind of see with us is you know we're kind of reinforcing the belief that I'm sure a lot of you have you wouldn't be on this webinar if you didn't we're really reinforcing the belief that recruiting is really morphing into marketing and to be an effective recruiter and effective brand manager for your employment brand you've got to think more and more like a marketer which is why we're hitting some of these things up front from a candidate experience perspective the last thing of got related to how people shop you from a candidate experience perspective before you even know they're a candidate is the of topic of Glassdoor now I know most of you hate Glassdoor.
As you see in the bullet point check go ahead and hit me in the comments if you hate Glassdoor just so I can smile at the fact that you're actually messaging me go ahead and tell me why you hate as well because that will just like warm my heart that you're out there battling as a recruiter but here's the deal when it comes to candidate experience so the review economy means that actually bad reviews mean less than they ever have and they certainly mean less than you think so candidates because of this review economy if you think about Hotwire TripAdvisor or Yelp we we expect that people are going to review us in a variety of ways okay so candidates now expect a mix or balance of reviews and really discount the ranters they're really looking for the balanced reviews that say hey here's what I like here with some challenges etc etc.
If you're an employer out there and you haven't done a lot then what you need to do is you need to do some maintenance you need to clean your free page from Glassdoor which any of you can do on behalf of your companies and then you need to respond to reviews like a sane person one and all that means is you're out there saying hey the ugly reviews you're saying hey thanks for your feedback we're not perfect we're working on stuff and you know that's that's kind of it so you figure out some templates to use you get credit for replying to even the bad people and just know that people understand that there's no such thing as a perfect environment now one of the things I want to point out to you is I don't know how many of you are familiar with Gary V Gary Vaynerchuk he actually you can look up Gary V in the HR capitalist on Google I did a post in he did a video on Glassdoor reviews you see their rating at Vaynermedia which is the latest company pretty average right it's three out of a five but he's not hiding from it.
So the candidate experience advantage is once you become more comfortable with the good bad and ugly of your company you should probably link to Glassdoor and you should not hide from it because you will get credit from all candidates for not being afraid of it so encourage you type in Gary V in the HR capitalist to bring up a post and you can find that video where Gary V he's a speaker about social media and also a career speaker a great great keynote you either love him or you hate him but you can you can search for that you'll find his video and what I would tell you is from a candidate experience perspective if you got a Glassdoor problem it's probably better for you to embrace it and not hide from it because people aren't penalizing you nearly as Much as you think they are okay that is section one if you're on this webinar welcome I'm Chris Dunn from Kinetix.
Also the HR Capitalist Fistful of talent happy to be sponsored by Jobvite doing the Jobvite webinar on five common-sense ways to build a great candidate experience if you're out there on Twitter use the hashtag Jobvite to say hi thanks to everybody who pitched in and told me that you weren't fond of Glassdoor hey if you love Glassdoor like pipe in that way as well I'd love to hear why all good alright so we're getting ready to start our second little section of content here let's talk about the quality of the initial outreach that your recruiters do related the candidate experience now out of the hundreds of you that are on this webinar some of you are manager of recruiters a lot of your individual recruiters and you probably do a good job with it but I've got to spend some time with this because you know it's one thing for candidates to shop you you did a great job at your job posting your career site they apply and then they talk to one of your average recruiters and it didn't go well so let's talk about how recruiters with that initial outreach can actually impact candidate experience so the first thing is energy versus transaction so I would tell you I'm one of two owners at Kinetix and I also get a chance to be the HR leader because that's my background in my history there's nothing better that I love to be a Kinetix like 6:00 or 7:00 in the evening and people have fun a lot of people have filed out we got some people doing maybe West Coast work and I can hear people real clearly talking to candidates on the phone.
So there's no easy way to say this we've got a lot of great recruiters at Kinetix but a bad recruiter with the lack of energy can really sap a lot of I guess credit you would get from a candidate experience perspective really before the games even started so that energy that I'm talking about when you or your recruiters pick up the phone is either present or not present in the following factors first of all passion for your company do they believe also passion for putting the right person in the job are they actually excited about the search and then finally passion about who the candidate is and trying to connect them with the right next step in their career what I would tell you is it's either there it's not and the question kind of becomes that nature are nurturers that's something that people are naturally born with or do they have to learn it as recruiters I do believe that some people are born with it that's who they are from a social perspective but I do believe that other recruiters other HR pros doing the recruiting can learn this but it's up to anybody that's a manager of recruiters or HR pros during the recruiting to listen to the calls that they're making and to talk about some of these factors in terms of where they have to have passion and where they have to try and connect with candidates on and the candidate experience advantage in this is that when all your recruiters have of energy in there past that threshold or what of what the acceptable amount of energy is candidates truly believe in you as a company.
You can't replace it and not much else to say about that other than it managed recruiters you need to keep your eyes on this and it's something that really if you have a coaching model at your company that's where you need to be an active coach and talk to them say hey that was good I don't know if it is great here's what was missing next step when you're doing that initial outreach to to a candidate you've got to know that you're really like responding to that candidate when you pick up the phone when you're texting them when you're having an email conversation however you do it you're going to know that sales process is two-way not one-way so it's true like you've got 20 candidates to your phone screening the candidate has to tell you that they're the right person for the job but and this is a big but your recruiter or you as an individual recruiter just like I recruit my still recruited Kinetix your recruiter has to sell the candidates that they understand the value of the connection between the job and then as a candidate and that's why you're calling them.
The easiest way to do that to create kind of that connection with the candidate is rather than just giving them to the phone screen or the phone interview the easiest way to do that to create kind of this audience of one is tell the candidate one thing in their resume that that recruiter loves for the job or the company in question like if you can focus on one thing I'd say hey you know Kathleen it's great to talk to you today we're going to have this conversation let me just tell you one of the things that really drew me to you as a candidate was your experience which on Jobvite that's an example of a conversation that now said more topical puts everybody at ease and by the way I probably get better information not only have I complimented Kathleen in that regard but I probably get better information out of her from an interview perspective or a phone screen perspective by making that connection and telling her what I really love so the candidate experience advantage there at the bottom is the recruiter like understand and have them take on how valuable I am and if they think I'm a fit must be a great company to work for that's the advantage is something really simple you can do from the candidate experience perspective and Kathleen I see you out there in the in the chat room you are smiling imagine if I was interviewing you Kathleen I'd have you I'd have like greatest interview in the world like type type of message if that's true Kathleen and hopefully everybody can see tha.
That's audience of one next up you know when it comes to the initial outreach you want to personalize everything okay and you know we talked a little bit about that initial outreach your one-on-one whether it's the phone whether email or text you're having that initial outreach and you're telling them why they're special in your search that creates a candidate experience that you can't like you can't replace otherwise everything we can do is you can personalize everything so the best recruiters avoid the process of looking like a transaction by doing just out they want to personalize everything now a pro tip a lot of you are thinking well Chris you know I'm a Jobvite customer and Jobvite gives me this great opportunity to do like sort out my funnel I went from 60 candidates to 15 and now I want to do outreach but you know I got to do a blast I've got to email them all and it's kind of hard to personalize that here's your pro tip even if you're blasting emails or texts to a group and you can't fully personalize that do to the automation you're using you want to do the next best thing couple ways to do that you can tell them why you're reaching out based on who you are and who you help that's a vanity place so an example would be and I'm going to pick like another name I'm an example would be Kim.
Imagine you did like an email blasts out a Jobvite you're like communicating a bunch of different candidates and I reach out to like 20 but Kim gets personal personalized invite said hey I'm reaching out to you today get rid do phone screens I'm like I'm a recruiter that is focused on matching up the best HR people to the next great step in their career and I think I only work with the best HR people Kim I think you fit that that's why I'm reaching out can we set up a time to talk that's something that can be personalized within that last and I can do that based on automation to everybody you know the fact that I plug in a field that's like the first name allows me to speak directly to or but I've talked about them a personalized efficient who I am and I'm telling them they fit that and that's a great way to personalize it even if you're using automation the can experience advantage in that is even though you're using automation you personalized it in a way where the candidate still feels like they're part of a special group and that you're talking specifically did them that's something you can't replace on the recruiter trail we've got like literally like tens of thousands probably hundreds of thousands of messages going out at Kinetix to a variety of candidate from what I would tell you is we've got a lot of room to get better at this I think our best recruiters do this very well but we could get better at this and that's something that's on our plate for this year I've got a couple more slides in this the other thing you need to do with that initial outreach is you need to understand that candidates are researching you as a recruiter right.
My question to you is what's the first thing the candidate does if they get a voicemail or an email from Kris Dunn at Kinetix about a job well the first thing they're going to do is probably Google Kinetix and then they're also going to Google Kris Dunn so you want to remember that your find ability and giving candidates to give you a chance on the recruiting advantage is you want to make sure that your LinkedIn presence your social presence is set up in a way where you look like a recruiter of choice working for an employer of choice you look like a human being you look like someone who's passionate about what you do social it's a great way to do that as well as LinkedIn LinkedIn is kind of a social tool now this the candidates experience advantage in that is you look like an agent or great candidates to get connected with your company a couple of like pro tips coming up is when we think about email and text how to win you know we we kind of forget our way with both email and text from accumulative experience perspective on email you want to be topical you want to do that personalization that's not really personalization like I just talked about in a slide a couple slides ago but an email you want to be topical you want to share info gotta get get in and get out like 150 words that's your goal and you want to do it with a lot of white space and text you've got to be even briefer you want to share links to the job and the goal is really on on both of those for the most part is to gain buy-in and it add them to the funnel and I should mention that messaging from you candidate experience perspective with text an email there's really two types of emails in or text the first one is a cold call two candidates who haven't applied okay what you're really trying to do there is all the action you want them to be a attracted into your company.
Also attracted to you as an agent or recruiter that can help them in their career you want to be attractive enough on both of those counts put them to get at the top of the funnel that's all you're trying to do with the passive candidates the second type of candidate that you have is candidate to have actually applied and what I would tell you is that's the easy part because they've already applied they've already shown at least a minimal threshold of interest in your job you know the candidate experience advantage especially with the passive one if you can show personality break through the noise in limited space on a limited email or limited text you know the premium gets transferred to the company brand in candidate experience increases exponentially.
So a lot of this comes down to you don't want your recruiting process to be a transaction when it comes to candidate experience you want it to feel and look different than your competitors now know this the phone is different right because the phone is not text it's not emailed you got to have your game tighter or your first phone call out to a candidate to really contribute to candidate experience you want have a clear opening you got to have an instinct on how much stage bandar the candidate once for you to be successful you've got to give like three data points of information to candidate especially a passive one on what the job is and remember there's difference between a cold call to a passive candidate and an actual like phone screen or even an initial call to somebody who is applied so you want to adjust your script accordingly and do just that use a script can be organized where you're not thinking about what to say and the personality can show through and you can think about you can think about just really marketing to that candidate with your voice with the conversation in the best way possible the goal is that passive candidate you want them to apply to the job you want to survive in advance to use a March Madness term you want to get them in the funnel in advance to the next stage and obviously the power is in your court with the direct apply those scripts differ in terms of what they look like from a candidate experience and then the last thing with your initial outreach and we'll move to the next section is you want to talk money from call number one candidates okay.
There's nothing worse and it happens more than you might think there's nothing worse than spending hours with with the company and getting surprised by money so you want to dance the dance of talking about money from the first call if you really want the candidate experience to be maximized you have to dance the money dance from the first call now what I will tell you is words matter and laws are changing.
We now have some states where it is illegal or it could be illegal to ask people what their current salary is so what you have to do and again I can do a whole webinar in this is you want to use framing of salary as your friend you want to use ranges to gain buy-in what are we tell you is you could use language like this I could say pick out another name here I could say hey Danielle if we get the end of the rainbow this job is going to pay between eighty and ninety thousand it's kind of the tight range we're going to pay the successful candidate gets into this process Danielle if you like us and we like you we get together on this thing we make you that offer is that an offer you can accept that's a perfectly legal way to present money from call one and there's nothing worse for me candidate experience getting that offer out and having a candidate decline because you weren't boxing them in so remember from a candidate experience perspective your advantages that the candidate tension goes down when money questions are answered okay.
I'm Kris Dunn you're listening to a Jobvite webinar Five Common-Sense Ways to Build a Great Candidate Experience hashtag on Jobvite if you're following us on Twitter a lot of people active in the Q&A if you've got questions for me make sure they get out there we're going to blow through these next ten to fifteen slides pretty quickly and I'll save a little time for questions.
So the next thing when it comes to candidate experience is that logistics let me rule when you bring a candidate in live and this is us talking about winning the live interview game and maximizing the impression that you make first of all let's say go through your phone screens and you want to announce the interview or you want to announce the fact that they've been selected come in live for an interview I you know I think use the post Malone strategy I don't know if there's any post Malone fans out there shakin graduation so when you call them you really want to celebrate the fact that hey we had a lot of interest in this role that's looking backwards can't wait to bring you in to talk to some folks because I think you're going to do great that's looking forward and then you simply want to set expectations on logistics set the expectation for the time needed a lot of you do good good good things on this answer any questions they have and the candidate experience advantage to doing that they feel like they've got an agent a friend in the process and that positive vibe if you say congratulations you look backward you look forward a little bit that positive vibe is not only going to be centered around you as a recruiter but that candidate experience vibe is going to go to your company's brand so you definitely want to do that I bet a lot of you on this call are pretty good related to the value of scheduling in live interviews and the complexity that scheduling can do.
The big thing with the candidate experience here is you want to manage the details this is an example I'll just say of five people's calendars on a given day okay just imagine that it's that you want to get all of your internal questions answered first about when people are available and the goal with that when you schedule a candidate to come in from a live perspective the goal is to avoid rescheduling with candidates once the date and times are set and agree to and do all that you've got to be a detail freak and you don't get a hammer on people internally before you go to let's say three to five people that you're bringing in for live interviews you get a hammer hammer hammer with this picture of various Outlook calendars you've got to find the gaps and then you've really got to hammer on people that they've got to protect that by the way you know that's you know best practice you want to send invites I know that sounds like you know elementary but you want to send invites and you want to get agreement on that they're not going to cancel that gap and it candidate experience advantage is that the candidate will feel a higher type of service if you don't have to reschedule and there's nothing worse from a candidate perspective especially with the people who are employed currently then having to reschedule because guess what they probably took a sick day well didn't take a sick day but they said they had a doctor's appointment etc etc and now they're going back to their boss and saying well it's actually changed funny thing happened yada yada yada the tighter you can be in scheduling the better the candidate experience will be at your company now up you want to coach your candidates you want to give them coaching on how they can win in the interview process you want to give them you want to go ahead and set the expectation when it comes to the hiring manager you want to tell them two things that they love and maybe two challenges about the hiring manager so give them this mix of the good and the bad and maybe even the ugly so they feel like they've got insider information.
You really want to create you know that expectation what they're going to see what the hiring manager you also want to tell them about the team most of the interview processes you have you're going to get people interviewing who will be peers to the person you'll have this variety of interviewers on any interview day so you want to give them a vibe for what the team feels like maybe the most important items to connect on with that team now a question always comes up you actually want to give them coaching on the interview methodology so what I would tell you is I'm a big believer you want to coach them about what to expect you don't want to leave them too much I only stopped short of telling them what our interview methodology is so if you are a behavioral interviewing shop I would stop short of that I wouldn't lie about it they ask most candidates will not they'll just prepare for a behavioral interview but if you do if you are forced to give them what the methodology is because they ask you directly you want to give them bare minimums because you still obviously want your hiring manager and everybody who interviews to have all the tools available to them but if you coach your candidates a little bit along the guidelines of what I just gave you know the candidate experience advantage is received there at the bottom of the slide is they're going to feel prepared to shine and prepare to connect by the way they're going to love you as a recruiter if you coach them a little bit without giving them an inside track that actually decreases the effectiveness of the hiring manager because you still work for the company got to get the goods when somebody comes in to interview but there's a happy medium that you can get to you don't want to be a bump on a log and give them nothing because then there's no connection and they feel like that maybe their transaction and they're on their own which is most certainly from a candidate experience perspective do not want them to feel.
While you guys can hit me in the chat room how many of you have ever seen an episode of Fantasy Island so I think that's Mr. Rourke in Tatoo this is actually before my time but it's a great reference all right I see a couple some of you have seen it some of you love the show I love it as well you so the candidate experience message here is when it comes to live interviews you want to be the host or hostess with the most or most outs and if you're at the location the candidates coming to you should meet with them when they arrive and you should meet with them before they leave it's like an extra touch it's a concierge like service-level that's super super important you're the marketer as a recruiter and you're like a real-estate agent in that regard for those of you haven't seen Fantasy Island think about a real estate agent like you're like schlepping people around in your car you're showing them different things but you're really managing the start in the finish of the process the other thing is the candidates are there for four days it's like checking in during the day to make sure that the people who are supposed to interview them are getting there checking in with the candidates themselves super-important you want this Concierge service level to give you the candidate experience advantage that says hey this company has their stuff together like the logistics are unbelievable right Tom Edie Karen they're doing like unbelievable things to make sure that I'm taken care of and you know people are coming when they're supposed to come click and see and everybody I was supposed to see I'm just really impressed because trust me it's not that way everywhere that the interview.
If they if you do all these things it really says that the company values me and there's nothing like that and then the last thing I've got when it comes to live interviews is that you really want to follow up like an agent from a candidate experience perspective.
So obviously like debriefing is a big part of what we do as recruiters both on the hiring manager side but don't forget about the candidate side so you want to get feedback from the hiring manager and then once you have that you want to call the candidate and you really want to do it in that order you're really looking for solid yes/no information from both sides how are you feeling how'd it go now what's your interest level etc etc you're also looking for info from both parties on what went well and what didn't you can use that from the candidate side to improve the experience in the future also just the fact you ask a what didn't you like about the interviews what didn't you like about some of the people you met just great information for you to have that you actually ask them for their opinion will go just miles from a candidate experience perspective and then you want to answer next steps in the process for the candidate and you want to be as truthful as possible and you want to tell the candidates no as early in the process you can because the experience advantage if you do all this and do it well is the candidate that will say I know where I stand and I heard personally from my recruiter in this company and by the way if I came in like for a live interview I didn't get that message via text or email I actually heard from the recruiter in question all right I'm Chris Dunn from Kinetix Fistful of Talent HR Capitalist I've got you for about 13 more minutes you're listening to a webinar brought to you by the good folks at Jobvite Five Common Ways to Build a Great candidate Experience if you're out there on Twitter hit us at hashtag Jobvite got a lot of questions.
I'm going to get through the next couple of brief sections and then we're going to take some of these questions so your hiring manager let's talk about them kind of see my comment there yeah so let's talk about how you arm hiring managers with the ability to sell and not suck and if they do suck let's talk about how you minimize those people to maximize your candidate experience after the fact so first of all showing 101 for managers most managers aren't prepared to sell as part of the candidate experience in recruiting flash interviewing process so what I would tell you as our standard is that like 10 minutes at the minimum of a total of an hour interview should be dedicated to this most managers need your help to prepare for this so I would give you 3 steps if you could arm your hiring managers with these 3 things to talk about for the salesperson than 90% of hiring managers are here's what I've got for you step 1 arm your managers with the ability to tell the candidate about how the role in question give them like information about the role beyond the job posting and also have them tell the candidate how it's connected to your company's success.
Step 2 arm that hiring manager with the ability to tell the candidate how people in this role on my team have gone on to bigger and better things and step 3 let me personalize it and let me tell you what I like about you the key of a straight up vanity play you've got to tell people what you like about them as a candidate the candidate experience advantage if you can arm your hiring manager with those three things candidate experience advantages most hiring managers are way too stiff and formal they don't view it as a two-way process they view it hey I'm going to extract information I'm going to be a little bit guarded I'm gonna hold my cards close to the vest will we tell hiring managers all the time is you've got a sell and if you sell and you tell someone what you like about about them as a candidate it does not require you to hire them it's okay to like a candidate and to give them compliments and to connect with them in that way that's like linked to kind of who they are as a human being and a professional if yours can hit those points candidates can visualize themselves not only working for the hiring manager in question but being successful at your company in question now let's talk a little bit crappy hiring managers you guys know this but I've got to hit this they can kill your candidate experience so sometimes your hiring manager just sucks.
So what do you do to minimize the impact of that sucky hiring manager is you get great supplemental interviewers from the from the following groups great teammates great former former incumbents in the role and a cardboard cutout at the crappy hiring manager during a group interview so they say nothing because they're made of cardboard and not blood sweat tears things like that so basically what you're doing when in doubt if you've got a crappy hiring manager you want to get more people involved in the hiring process not less and even if that takes more time or the standard interview process if that takes you from three hours to four hours do it because from a candidate experience perspective you need that advantage you want the candidate to say if you did your job well you know that hiring manager was a little stiff but those were some absolute incredible folks around them you have to customize your interview plan to really kind of match this and last but not least radical candor with candidates related to who they will work for if you get down the road you're going to make an offer to somebody you can really enhance the candidate experience by telling the candidate the following - two things people love about working for the manager in question and maybe what the two biggest challenges are I'm working for that manager what I would tell you is that people who work for me like one of my kelias heels from a behavioral perspective as unload sensitivity which the positive of that is people can give me feedback and I'll internalize it within about 15 seconds.
I'm not much of a diva on feedback the hard part about low sensitivity is unless your thing that's on your list is on my list I'll be prioritize it all day long and I sleep like a baby at night so you want to give similar challenges what it's like to work for that manager and then don't forget about the company you want to give them good bad and the ugly about working for your company both overall for the functional area that they're going into location specific if it's different than the overall company as well as a hiring manager if you do that you really get an advantage from a candidate experience perspective because you create transparency that leads to trust which hopefully this is the whole key if you do your job with that you get decreased quick-turn turnover which means how many people leave you in the first six months because it was just a total miss from what they expected all right last section I'm going to take a couple questions I'm Kris Dunn Common Sense Ways to Build a Great Candidate Experience brought to you by the good folks at Jobvite.
The last thing I'll tell you from a candidate experience perspective is that coffee is for closers so let's talk about how you close the final candidate and let the masses down easy first of all when it comes to the candidate that you really want to select I got to ask you the question are you closing on the first call that means are you talking about money and are you progressively boxing them in on what the author is going to look like what the job environment is etc etc closing them on the first call so when you actually get ready to make the offer you've got a candidate who's already pre closed and as long as they don't get any surprises they're highly likely to take your offer now senior level stuff here absolutely nothing in writing no emails limited text you might want to tell them they're not an offer is coming but no nothing on paper no paper offers until you've sold so you don't want to put anything on paper and email it to someone until someone has spoken to the candidate in question now who does the offer call to make the verbal offer is that a recruiter is that a hiring manager I love for it to be hiring managers but if your hiring manager can't sell it's okay for it to be the recruiter the call should celebrate the offer and get right to the heart of compensation detail you want to match up what you told them early in the process what they agreed to and what you're providing then moves all the positive about working for the company working in that job working for the hiring managers move to all those intangibles the candidate experience advantage is this is a sales call before they see anything on paper remind them of the connection and all the value in the intangibles the conversations you've had before the success are going to have you really want to sell with that phone call before you show them anything on paper then you can follow up with the actual like paper now real quick declining it's not you it's us repeat after me it's okay too speak to you or tell the candidate no via email if they have not talked to anyone at your company so you can use Jobvite within the automatic thanks but no thanks message.
There's some timing issues with that we don't have time to talk about that today you want to make sure that you've actually kind of given the sense that you reviewed it and contemplated it before you send the rejection for anyone who came in to talk you owe them a phone call for best results I would set up a 15-minute call to schedule the feedback with anybody that came in for a live interview process you owe them a phone call and if you've done your job developing the relationship you can understand that person it'll be an easier phone call than think the middle ground is turn screams you do a phone call for people that you've taught you on the phone for a brief phone screen rather than the live interview I'll leave all of that to you all that depends on your workload but make sure that anybody that spends time coming in live get the call and get feedback based on that the feedback loop if you want either one we loved you but the candidate we selected had more insert factor one in fact - it factor two it can be as easy as that and your candidate experience advantage is obviously we baked up to the task of giving them feedback and we did in a way that didn't cause our brand legal risks.
So you all know the importance of that all right so key takeaways from this when we get into your questions we've got about about five minutes left key takeaways try to box this in for you I would say candidates experience is everyone's job great recruiters can transcend average company brands in candidate experience so if your company's brand is less than stellar you can overcome that as a recruiter and the credit for that you'll get the credit as a great recruiter but you can actually elevate your company's brand from a candidate experience perspective by knowing what's up from a candidate perspective number four their great recruiters develop candidate experience via personal connections with candidates would give you a lot of kind of thoughts about the best way to do that great hiring managers are leveraged in the candidate experience process bad ones get minimized that's where we talked about shielding the bad managers and wrapping them with more interviewers around them not last but finally great recruiters develop positive connections with declining candidates which generates strong candidate experience remember for many of you declined candidates are still your customers and you want to make sure that you do that alright this webinar I'm getting ready to go into Q&A.
Stick with me for three or four minutes we've been brought to you by Jobvite they believe candidate engagement a candidate experience rolls through the entire process you'll get these slides so you'll see that map if anybody wants to reach out to me there's all my contact information I'm even giving you my cell phone text me today remember on low sensitivity I can take the feedback text me today tell me what you loved tell me what you hated I would value that feedback coming from a text from you so give it to me and you'll definitely get the slides now let me go into the question tab here Kara asked will we get a copy of the slides yeah you sure will Kathleen my contact information is up there now take a look at it Shannon asked the following question is it okay to say if you were to entertain an offer from us what salary would you require so here's the funny thing that is definitely illegal still in most states you can do it that way what I would tell you shannon is it's a stronger position to provide a range.
If you know what you're like budgeted position can actually provide you kind of have an idea of where the candidate wants to be I would use a range I would say hey the right candidate Shannon it's going to come in between seventy and eighty thousand and you want to frame that range in a way where remember the candidates going to be automatically the eighty thousand number you want to make sure that's something you can provide because that's where you're going when you make them an offer look up on Fistful calendar or the HR Capitalist Shannon look up framing salary offers and I think there'll be more along that if you're interested reach out to me directly and I'll send me some slides about how we train recruiters to handle that in that salary framing way that I just regarded Alena asks what if the process takes quite long less a month since there are many stages in the process how do you keep the candidate engaged great question what I would tell you Alena is I would I would probably set the expectation that it's going to be a while and then what I would do is I thank you very much you don’t need to call them to keep them engaged you're very much in in the right place let's say you screen 60 candidates down to 20 phone screens and people now you're down to 10 but it's taking too long I think they're using the texting tool to say hey haven't forgot about you just checking in i think those check-ins are pretty key and guess what if you had a great career site with some information about actual people doing the work in your company you can even share a link with them when you're checking in keep the momentum going etc etc alright got time for two more questions Kathleen I'm going to take yours first I am the recruiter and put out the ads I help any way possible to help the hiring managers in the field what's the most important thing and how can I best help them do what you suggest I thought of a monthly tips newsletter how can I best help them want to cut down the high turnover and get them best candidates.
Kathleen If you are the recruiter and you put out the ads and then most of it goes to the hiring managers in the field you know what I would to tell you is the best thing you can do is have great technology like Jobvite from an ATS perspective to make sure that flow works and then the other thing I would tell you is you would probably want to spend your time from the employer branding perspective doing a really good job with your career site.
So when you do send out that monthly newsletter you can refer people back to your company's overall presence and if that's not you Kathleen that's a project to really kind of take to your boss and say hey from a candidate experience perspective we can't control everything that happens in the field but we can handle this employer branding piece and really give a transparent authentic look in the in the field last question we're going to take them we're going to wrap it up for today Janet asked when coaching a candidate Chris what are some examples to mention related to challenges about the manager great question Janet you know you don't want to put yourself in legal jeopardy I think what you can do is that the manager has a working style meaning like what's like think about that some managers are very hands-off some managers are hands-on some managers are somewhere in the middle for example I'm pretty hands-off but I love people just to flood me with my FYI via email I won't even respond to and I just like seeing the data trickled down the matrix and it makes me much more informed over a big span of control that's my working style that's what I actually ask people for I think giving candidates really exposure to a working style of a manager which by the way could be viewed as positive or negative is giving them an example of what it's like to work for the manager in a way that you almost never get in the recruiting process okay a lot of you hung on it's been a great hour love the engagement.
Sorry we didn't have time for all the questions we'll try and get some answers out on Those I'm Kris Dunn this has been Five Common-Sense Ways to Build a Great Candidate Experience brought to you by the stellar team at Jobvite you see my contact information up there check me out at the Hrcapitalist.com fistfuloftalent.com check out kinetixhr.com we're proud of our brand there proud of the work we're doing you've got my email you've got my phone number one of the best things about kind of this part of my job is getting to speak to people like you is I just I meet a bunch of incredible people.
If you wouldn't mind if you're still on this you haven't already like look me up on LinkedIn on that LinkedIn address and connect with me send me a text say hi we're all on the same boat together we're trying to beat the competition in a peak economic cycle and I'll say this is my final word as recruiters you and I both know that's harder than it looks it's never been more competitive I care about all of you from the HR recruiting perspective and with that I'm going to sign off for today special thanks to the good folks at Jobvite everyone that's hung around this long thank you for your time today let's stay connected and have a great end to your week.