As much as we don’t like getting complaints, we should be more proactive about asking for them.  If that sounds strange, then maybe these facts will explain a bit more behind the thought.  A survey carried out by TARP Research & The Direct Selling Foundation found that, on average, for every formal complaint made to a company about its product or service, it meant that 1299 other people had also heard of the problem.  The reasoning behind that was this: For every one formal complaint there are 25 other people with the same issue who don’t complain. All 26 people tell on average 10 of their friends, family or colleagues and each of those then passes on what they have heard to another 5. That makes a whopping 1300 having received or heard negative and damaging information about an organisation!

Now let’s just say right now you don’t believe or agree with the findings. What if it was only 10% accurate? That’s still 130 people with negative thoughts for every one complaint received.  It’s very easy sometimes in recruitment to blame the client. “What quality of candidate did they expect me to send when they are paying such a low salary?” The point, nevertheless, is that his or her opinion is that you have sent substandard candidates. So there will be others who have thought it but just haven’t voiced their disappointment. So they all tell colleagues, friends& family and you are building yourself a reputation for sending poor candidates. It might not be fair, but it’s still potentially very damaging.

Consider conducting client audits every six months.  Ask them how they rate you on a small number of key components that make up the service you give e.g. Speed, accuracy, communication and fees to name just four. Ask them how you compare to your competitors for the same components. Welcome the feedback and act quickly to iron out any actual or potential issues.  We will happily supply you a template to do so.