Why I “Fired” Some of My Clients This Year

This is a great “end of year” blog post from Phoebe Hookway who is an experienced recruitment consultant Thatcher Associates

As a recruiter, my role is twofold:

I find the best possible role for the candidates I represent, which means the best salary, benefits, personality and skill fit, in an organisation which suits their professional and personal needs.
I ensure that my clients’ requirements are met, with professionals who deliver both a strong skillset and personality fit, and who will provide a high level of service to the organisation in which they work.

It’s a bit of a balancing act, granted, but I like it that way. So why do I find myself closing the doors on those who have roles to fill?

In its simplest form, it’s because some clients are a recruiter’s worst nightmare.

Let me give you a typical situation to see if I can explain.

After scrutinising CVs, grilling candidates in challenging interviews, and determining best fit for the role, Mr Client decides to deliver a rather… underwhelming offer. Try as I may, he’s certain that this offer is fair and fits with market expectations. But the candidate? Well, he thinks otherwise.

Sound familiar, recruiters?

Look, I’m not saying that every candidate who receives an offer they’re unhappy with has been low-balled. What I am saying is that sometimes, a client’s view of market expectations can get a little… skewed.

As 2016 has gone on (and on, and on and on… just me?) we’ve noticed a rather striking increase in the number of candidates who are immediately available for work. Now, these candidates, looking for their next role with nothing happening in the meantime, are naturally more accepting of a somewhat lower offer. However, when a candidate who is in a comfortable role and needs to be enticed away from one organisation to work at another receives an offer of this level, it’s pretty much a straight “No!” (often with a bit more swearing).

The issue is that some of the clients I’ve dealt with in the past have been happy to generalise – assuming that if one set of candidates are happy with a lower salary, another must be too. I can usually sort it in negotiations… if I’m given a chance that is.

Leads me on to my next situation.

Fed up with the to-and-fro of recruitment agencies, and looking to circumvent that hefty fee, Mrs Hiring Manager seeks to deliver a candidate’s offer directly. The offer is too low, the candidate isn’t pleased, and definitely isn’t shy about showing it. After a 10 minute phone call, the candidate is pissed, Mrs Hiring Manager is suddenly not so keen, and the recruiter who sent the CV and arranged the interview? Well I’m still in the dark, twiddling my thumbs and blithely assuming all is well.

Alienating the agency you’re working with is never the strongest move. As their recruiter, I’ve spent the last however long (often weeks or even months) speaking with my candidate, working out where they are positioned within the sector and scoping out their expectations on salary. I’m there to act as a buffer between candidate and client, ensuring the initial frustrated reaction isn’t the one the client receives. So why cut me out at the last hurdle?

One more situation for you.

Mr Client tells me he wants a candidate to start next month. I find him a great candidate, persuade him to attend rapid fire interviews, and get him ready for a move. Then, Mr Client calls to say that, whilst they love my candidate, they’d actually rather he start in 3 months’ time – budget constraints you understand. Now the candidate is restless and annoyed, I’m desperately trying to keep him on board, and the client? Well, he doesn’t want to hear from me or my candidate for another couple of months.

Communication is key.

Of course circumstances change, and naturally hiring can be put on hold as a reaction to budgetary constraints. But there are ways to handle these situations – and all of them include communicating openly with your recruitment agency and maintaining relationships with the candidates you like. A couple of calls to check in with the candidate and continue to discuss the role, a coffee every now and then… it’s not that demanding.

It is, however, rewarding. Keeping connections strong means that as soon as you are ready to hire, you’ve got someone who, by now, has a strong loyalty to your organisation. You’ve also already got a great idea of what they’re looking for, and your recruiter has had the time to ensure that everything will run like clockwork – from delivering an offer to the first day.

When I run into situations like these on a regular basis, with the same client, I have to take a step back and think – why?

Why continue to push great professionals towards companies who can’t communicate, don’t understand their sector’s salary requirements, or who simply don’t want to deal with me in the first place?

Why waste energy and put fantastic job seekers forward for roles which could be withdrawn without notice, or towards hiring managers who may or may not call back?

Thankfully, these situations are few and far between. The majority of the clients I work with reap the benefits of our extensive networks and often I am able to meet with those I’m working with face to face to ensure everything runs smoothly. Providing a personal service in this way really pays off. Recently, a candidate spoke positively of me in their interview. The candidate referred me to their friends, my client commented on the support I had provided and complimented the level of service, I was referred to another client, met with them, and now I am working with them exclusively!

In order to provide the best service across both parts of my role, I need to recognise when a client may not be worth my time (or my candidate’s). Yes, I am there to fill your requirements, but I also have a duty to stand by my candidates and represent them ethically.

Sometimes, it’s better to just quietly shut a door before you slam it in frustration.

Phoebe Hookway is an experienced recruitment consultant, specialising in Technical, Land and Town Planning appointments. She works on the property team at Thatcher Associates, a construction recruitment consultancy based in Bristol and recruiting across the South West and further afield…