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Posts from the ‘Corporate Culture’ Category

Re-focus on Customer Service

It may be strategic marketing and advertising that draws customers to your business, but it’s the level of customer service that keeps them coming back and referring friends and family. Don’t let your business’s lackluster customer service affect your profits. In honour of National Customer Service Week from October 1 to 5, we’re sharing our tips to raise awareness of the importance of customer service within your company.

Customer service is an under-valued yet essential function for your organization’s success. Not only does it help you grow customer relationships, a good customer service strategy also gathers important feedback from customers about your services and products, while building customer confidence in your brand. It’s a win-win-win situation!

However, not all organizations have the capital to invest in a call centre or customer service department. So how can you increase your company’s customer service focus without a full-scale reorganization? Check out Adecco’s 4 tips and watch your customer relationships grow!

Hire service-oriented employees across all departments

“It costs 6-7 times more to acquire a new customer than retain an existing one.”

Whether it was past experience in a call centre or even a previous retail job, hiring staff with prior customer service experience can yield great benefits for your organization’s customer relationships. Not only will these employees bring an array of customer service skills to their new position, they will likely already have a customer-first focus that won’t go unnoticed by your clients or customers. These employees will act as an example for colleagues lacking customer service experience and skills, and they can help build a stronger customer service focus within your organization.

Schedule mandatory customer service training for all staff

“A customer is 4 times more likely to defect to a competitor if the problem is service-related than price- or product-related.”

Customer service is more than just handling customer complaints. It requires product knowledge, clear communication skills, positive language, empathy and so much more! Given how multi-dimensional good customer service is, helping your employees develop these skills can dramatically improve your organization’s customer focus. Make it a priority within your organization by scheduling mandatory training sessions with all colleagues annually. In these sessions, emphasize company policies on product or service warranties and role-play a variety of potential situations to help develop your employees’ customer service skills. By preparing colleagues for those tricky interactions, they will feel more comfortable and confident in handling any customer issues that come their way.

Provide a desktop cheat sheet

70% of buying experiences are based on how the customer feels they are being treated.”

Customer service skills take time and practice to develop and they don’t necessarily come naturally to your employees, especially those who work in departments that wouldn’t normally interact with customers or clients. Provide staff with a cheat sheet of the best words and phrases to use in challenging customer service situations. By providing your employees with this tool, you help them take control of the customer interaction, while working towards a positive outcome.

Incentives and rewards

55% of customers would pay extra to guarantee a better service.”

Recognize colleagues who have maintained a strong customer service priority within their daily work. This will reinforce your organization’s commitment to a high level of customer service and influence colleagues to focus on their customer service skills. However you choose to acknowledge your high-achievers — think an extra vacation day, gift card, or employee of the month certificate — providing employees with an incentive can be the push they need to make customer service a priority within their daily work load.

Lēad Blog is part of Adecco and Roevin Canada. Hire your perfect team, or get more staffing advice from our experts.

The Pursuit of (Workplace) Happiness

It’s no surprise that employees appreciate a “happy” workplace, but the benefits to employers are sometimes overlooked. In this article, we take a look at the positives of creating and maintaining a happy workforce. 

We all know that employees want to work in a place that makes them happy – who wouldn’t? But what might get overlooked is that employee satisfaction can also have a significant impact on organizational performance. From productivity to brand promotion, a happy employee makes your organization better  by just being happy.

But what affects an employee’s happiness? It might be surprising to note that salary isn’t the only factor. In fact, a Glassdoor study found that, at all income levels, compensation was the least significant workplace priority for workers — lower than culture and values, senior leadership, career opportunities, business outlook and work-life balance.

It’s clear that employers have a significant effect on employee satisfaction, and it’s often through factors other than compensation. While it may be daunting, it’s also increasingly obvious that employers must consider employee engagement as an official part of their corporate mission.

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The Untapped Benefits of a Corporate Referral Program

Finding your next great hire in today’s competitive talent market can be time consuming and costly. With the plethora of sourcing tactics recruiters explore, sometimes the one staring us in the face is ignored — referrals from your existing employees.  A well managed corporate referral program can help you tap into a different talent pool and provide many other benefits.

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Cannabis – A Shift in Perception

With the legalization of cannabis only a couple months away, many Canadians still have reservations about its accessibility and the effects its consumption will have on the workplace.

In the past few years, Canadians have experienced a growing reliance on the use of cannabis for medicinal purposes. Its usage for treatment of pain, relief of cancer symptoms, and epilepsy has paved the way for the legalization of cannabis and has slowly altered the way the general public perceives the historically illegal substance.

Though studies show the majority of Canadians agree with its legalization[i], recreational use of cannabis still has its critics. Here, we examine three areas of concern related to the legalization of cannabis and its impact on the workplace.

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10 Tips to Leverage Social Media in Your Recruitment Strategy

To source talent, recruiters typically put themselves in the shoes of the ideal candidate and wonder, where would that candidate go? What are their interests? What literature do they read? How do they stay informed? Being able to answer these questions used to mean that a sourcing tactic could be put into motion to target a specific pool of candidates, be it, newspapers, flyers in coffee shops, radio ads, etc. However, the social media era has changed the game. 2 in 3 people Canadians use social media platforms daily.  Incorporating social media into your recruitment strategy to draw talent from this platform has never been more important.

Here’s 10 tips to help you make the most of your social media recruitment strategy.

  1. Build and share a corporate culture

Before using social media in your recruitment strategy, you need to build an online corporate presence to promote your brand and culture. Share posts that reflect company values, highlight company success stories, and, share event information, testimonials, etc. This will help promote your corporate culture and attract potential employees.

  1. Diversify your corporate social media platforms

Solely having a company Facebook profile doesn’t cut it anymore. Make sure your social media platforms are as diverse as your potential employees! Consider other social platforms like Instagram, Pinterest, Twitter and LinkedIn to reach a broader audience.

  1. Determine the appropriate platform for your position

You would not recruit for an IT professional on Instagram, much like you wouldn’t recruit for a shipper/receiver on LinkedIn. Remember to wear the shoes of that ideal candidate, and use the appropriate mediums to recruit your target demographic. This ensures your efforts yield optimal results.

  1. Engage employees

Good people know good people, right? Well they often follow them on social media too! Find ways to involve colleagues in promoting your brand on social media. Colleagues sharing job postings online helps increase attention for your role, facilitating your recruitment efforts.

  1. Monitor your competition

The transparency of social media is a fantastic way to stay on top of your competition. Check out their recruitment tactics. Look at what they’re offering, and try to differentiate yourself. Don’t forget to promote your corporate culture as it’s your key competitive advantage.

  1. Tap into LinkedIn’s recruitment tools

For professional roles, LinkedIn is where you want to start. To capitalize on the recruiting benefits LinkedIn offers, consider investing in a Recruiter profile. This gives you access to tools that will search and filter candidates by job title, location, skills and several other factors. You can also contact potential applicants individually or in batches, and, track applicants to facilitate recruitment. Also, don’t forget about your own connections. Post the job on your corporate LinkedIn page, and your own. Your personal LinkedIn network may just yield the perfect candidate!

  1. Facebook’s audience insights tool

Facebook audience insights is a great tool to help narrow your posting and target your ideal demographic. Not only does the portal allow you to gauge your overall reach, it can break the data down by age, gender, country and city. Even better, you can narrow your target demographic by boosting a post! This tool allows you to set a gender/age demographic, target locations, as well as, identify additional demographics, interests or behaviours to ensure your post reaches your desired audience.

  1. Incorporate visuals

Your success in social media relies heavily on strong visuals. Using eye-catching images and bold short text to attract potential applicants as they scroll through posts is vital.

  1. Monitor your success

Monitoring your success and learning from your failures is key. Social media is constantly changing. New posts drop your existing posts rapidly to the bottom of the feed. If you aren’t seeing the desired results, make sure to change text, images, platforms, post daily, or, sponsor an ad to increase your success.

  1. Screen potential employees

Think you found the one? Do your own research! 60% of employers currently use social media to screen applicants before making a final positive hiring decision.[i] Social media is an effortless way for an employer to learn more about candidate’s values and interests outside of what is on a polished resume.

With social media usage continuously growing, it’s a necessary medium to incorporate into recruitment strategies. But we know that everyone isn’t comfortable using social media to recruit.  No worries! Adecco has recruiters trained in attracting top talent through online recruitment efforts. Contact your local branch today!

For more information and articles, visit our Employer resources page on our website.


[i] Social Media Screening: The Good the Bad and the Ugly https://www.sterlingtalentsolutions.ca/blog/2017/04/social-media-screening-requirements/

 

5 Tips to Retain Your Talent Pool

With the labour market becoming increasingly competitive, employers are finding it challenging to retain their talent. Employees are keeping an eye out for better opportunities, or are contacted by headhunters with offers too good to refuse.

At Adecco, we know that great employees are hard to find. To help navigate you through this reality, we’ve got five main employee retention tips..

  • Provide internal growth and development opportunities

No employee wants to be stuck in a so-called “dead-end” job. Internal growth and development starts from day one! Establish a strong on-boarding training resources. Consider setting a review schedule to meet individually with your staff to set goals and create action plans that help them progress. This will also help to continue to motivate them and feel appreciated.  Promoting internal growth and development highlights your belief in their success.

  • Create a positive workplace culture

The average Canadian spends 90,000 hours at work during their lifetime.[i] That’s approximately one third of someone’s life! This is why colleagues are often referred to as a second family or work family. Make sure to foster these relationships. Hold luncheons, celebrate birthdays and holidays, hold contests and team building events. These may seem like small incentives, but they can have a big impact in making the workplace more enjoyable and inclusive.

  • Foster open communication between management and staff

It is often said — Employees do not leave companies, they leave managers.  Create an open-door policy for management within your office to make them more approachable to staff members. Encourage employees to express any concerns or ideas they may have to make the office better. Start a dialogue! Hold weekly meetings to discuss workplace issues, highlight business successes, and, bridge conversations between management and staff members.

  • Work/life balance

With an increased presence of technology in the workplace, the way we work is continuously evolving. From freelancing, to flex hours, to working from home — the ability to connect to the office virtually on a multitude of platforms enables employees to have more freedom than ever before. Consider providing your staff with laptops, and letting them to work from home one day a week. Or, offer a “flextime” option  and let them work a set number of hours a week on their own schedule.  You may even consider paying them hourly and allowing them to leave once their workload is complete. When an employee has the flexibility to manage their work with their personal life many witness an increase in productivity and a happier employee!

  • Consult job stat sites/compensation guides

If you don’t offer competitive pay and benefits, you’re already out of the game. Financial compensation is a huge motivator for employees. They know their worth and if another company meets or exceeds that value, it won’t be long before you receive a resignation letter. Consult reputable job stat sites/compensation guides to determine fair financial compensation from the get go. Don’t forget; compensation is not just salary. Benefit packages can be equally enticing to an employee. Make sure you have a benefit plan that is as diverse as your staff to support all their needs.

If you would like to view Adecco’s Compensation Guide, contact your local Adecco branch to receive your complimentary copy of our 2018 Compensation Guide. Stay tuned for the digital version coming out in early December.

Unfortunately, there is no way to eliminate turnover altogether, however, when it comes to retention a little effort does goes a long way. When an employee feels satisfaction in their job and receives recognition, they are less likely to peruse job boards or return that call from the headhunter. By hiring your employee, you have bought into them, now give them a reason to buy into you!

For more information and articles, visit our Employment resources page on our website.


[i]  The Globe and Mail, 2017

https://beta.theglobeandmail.com/life/top-five-tips-for-creating-work-with-purpose/article36352867/?ref=http://www.theglobeandmail.com&