Shareworthy Service

We updated this post in March, 2025; it was originally published in November, 2019. It’s tough getting feedback from customers. They’re busy. Distracted. And unless your service is amazing (or awful), most people won’t take the time to give you “meh” feedback. So if you’re going to survey employers or job seekers, you need to […]

I read this article on ERE.net and the first statistic made my jaw drop: “Talent Board’s latest global survey of job-seekers shows that candidate resentment spiked 75% in North America in 2021, the largest increase the organization has measured in the past decade.” A 75% increase in candidate resentment?! Here’s what’s behind this disturbing trend […]

The best way to get feedback from staffing customers is by surveying them, right? Nope. Customer feedback surveys aren’t always ideal. While feedback surveys are helpful (I’ve written about the importance and usage of surveys multiple times), over-relying on them can cause you to miss out on critical insights and opportunities. So, what IS your […]

Your staffing customers want answers immediately. They want problems resolved instantaneously. Many times, thankfully, providing speedy service and resolution is straightforward. That leaves everyone feeling great! But when a staffing issue is complicated, it can be a lot tougher to resolve quickly – which can leave your client or candidate feeling underwhelmed, frustrated or downright […]

Stick or carrot? What’s the better way to get great results from staffing professionals: Threaten them…or dangle cash bonuses in their face? Actually, neither. As a customer service leader, it’s up to you to find ways to help your team do great work – and the means of accomplishing that come in all shapes and […]

Having been in customer success roles for the majority of my career, I have found it challenging to coach team members on providing proactive shareworthy service. It has become so second nature, it was like trying to explain how to breathe. Sure it’s easy to be a Monday morning quarterback and educate someone on what […]

Want happier, more loyal clients who: are obsessed with your brand? sing your praises online? and ultimately spend more with you this year? Try creating Raving Fans. What are Raving Fans? In his book Raving Fans: A Revolutionary Approach to Customer Service, Ken Blanchard coined the term Raving Fan to describe a customer who is […]

We officially celebrated our 25th birthday back in August… …but we’re keeping the party going through the rest of the year! Today, I’m capping off our “25 ideas” series with my favorite customer service tips for staffing firms. If you’ve missed the earlier posts in the series, check them out here: 25 Digital Marketing Ideas […]

Customer Success and Account Management How does your staffing firm handle these complementary functions? While the ways staffing firms approach client support and account management vary, both are essential to providing a great client experience (and keep your bottom line healthy). In this post, we cover the ways each function supports and guides customers – […]

One of the best things about working in the staffing industry is that you get to help so many people in so many different ways. You really make an impact in people’s lives, and as our guests John-Reed McDonald and Amy Linn from PrideStaff describe it, we are truly in a noble business. Of course, our business, and our entire industry, has gone […]

Very few companies successfully transition from one generation to the next. And far fewer make it to the third generation. But at Staffing the Universe, family is at the heart of the business—and one of the biggest reasons this company has been so incredibly successful for the past 40 years. In this episode of Secrets of Staffing Success, we have Bradley […]

If you read my first post on predictive analytics for the staffing industry, you already understand how predictive platforms can help you: build stronger relationships with employers and job seekers anticipate customers’ behavior identify CX issues in real time preempt customer problems Sounds great in theory, right? But how do you turn predictive analytics from […]

As we look toward 2022, what’s the next big thing in staffing customer experience? Two words: Predictive Analytics I’m always reading about the future of CX, looking for new ways to create an even better service experience for staffing and recruiting firms like yours – and to help you create even better experiences for your […]

Why should you follow up with every employer and job seeker who reaches out to your staffing agency? Here are four reasons: 1. Staffing is competitive. If you don’t respond to a customer’s request or complaint in a timely manner, you create opportunities for your competitors to swoop in. 2. Automation is ubiquitous. Autoresponders, chatbots, […]

Almost every company has a mission, a vision, a list of core values but all too often, they’re just words. Words on a website, words in a strategic plan.   But then, there are those companies that really live their values and on this episode of Secrets of Staffing Success, Vicki and I chat with Jen […]

Every day, people on your team deftly field questions from employers and job seekers. They patiently resolve billing and timesheet issues. They connect customers with other members of your staff to provide an amazing experience working with your staffing agency. But did you know… Your customer service team can do more than just answer questions […]

Wait. How can great staffing employees deliver bad customer service? Honestly, it happens more often than you might think. Here are three things that can undermine great employees’ service delivery, and five ways your staffing firm can reignite your team’s passion for delivering shareworthy service: Reason 1: The culture becomes toxic. Over time, a staffing […]

When it comes to providing amazing customer service, why is it better to be a goldfish than, say, an elephant? A goldfish has a short memory! In fairness, the poor goldfish has undeservedly earned a bad rap for having a short attention span (they actually do have a memory and can learn things), but it’s […]

Happy “Get to Know Your Customer Day”! Okay, it’s a made-up holiday (invented by customer service and experience expert Shep Hyken), but it’s one of my favorite. And in fact, it’s one we’ve been celebrating all quarter long here at Haley Marketing! We kicked off 2021 by reaching out via phone and email to all […]

We are back for installment 4 of our monthly series, where we highlight our most “shareworthy” client websites.* Here we’ll share a collection of websites with you to not only give you a snapshot of what it’s like to work with us, but to demonstrate the results you can expect from our team who knocks […]

We made it through another winter! Spring is in the air, the earth is renewing itself once again, and it’s time to start that annual ritual of seasonal cleaning. But “spring cleaning” isn’t just for windows and floors; it’s for customer service, too. In fact, periodically reevaluating the way your staffing firm approaches and delivers […]

Could I get an extra side of ranch? Can I swap those fries for broccoli? Could we split that entree? When serving customers in a restaurant, accommodating exceptions like these is pretty simple. But when you’re serving staffing clients, making concessions is seldom as cut and dry. How should you handle a staffing client who […]

Dissatisfied customers are an unavoidable part of doing business. It’s been a rough 12 months, and you’ve probably dealt with more than your fair share of upset staffing clients. And even in the best of times, you simply cannot please 100% of your customers 100% of the time. But with every problem comes an opportunity, […]

Why are we so scared of using the word “love” in the business world? (It’s a rhetorical question – I can already sense HR and compliance pros drafting their responses.) Expressing gratitude and appreciation doesn’t make you “too soft” or “weak”; it just makes you authentic. If you value your customers (both external and internal), […]