8/31/2011. The Customer is Not Always Right: A Consultative Approach to Search Management. Agenda. Consultation Defined

Transcription

1 The Customer is Not Always Right: A Consultative Approach to Search Management Tim Ruef September 12, 2011 Burlington, VT Ruef & Associates, LLC Agenda Consultative approach defined Consultative approach & strategic impact Consultative approach: the hiring manager Consultative approach: the candidate Ruef & Associates, LLC 2 Consultation Defined Ruef & Associates, LLC 1

2 Consultation Defined Questions Advice Counsel Guidance Recommendations Encouragement Partnership Ruef & Associates, LLC 3 How does a consultative approach relate to strategic impact? Ruef & Associates, LLC 4 HR Consultation: Historical Perspective 2002 book, Creating a Strategic HR Organization Subordinate mindset keeps you stuck Work together th as partners You are the business You are a stakeholder with skin in the game Collaboration - not confrontation - is key Talent Acquisition is everyone s job Ruef & Associates, LLC 5 2

3 Customer Service vs. Of Service Who are our customers? Subordinate role = customer service vs. of service Customer is always right, defeats strategic partnership Subordinate mindset keeps you stuck Other disciplines not knowledgeable in your area You are the expert! Ruef & Associates, LLC. 6 How does a consultative approach relate to search? Ruef & Associates, LLC 7 Talent Acquisition: Key Leverage Point to Impact Organization No matter how good or how successful you are, or how clever or crafty you are, your business and its future are in the hands of the people you hire. Akio Morito, Late Chairman of Sony Ruef & Associates, LLC 8 3

4 Recent Survey Ranks Talent Acquisition Top Value Service Two 2008 global studies rank acquisition of top talent # 1 perceived value service provided by HR Talent acquisition not a turnkey operation that can be outsourced Ruef & Associates, LLC 9 Consultation, TA & the Hiring Manager So if a consultative approach is important, and talent acquisition is important, why are we here? Ruef & Associates, LLC 9 Recruiting Challenges Wide access to data Expectations of hiring managers Quality Time Cost Expertise of hiring manager Demotivating pressures on recruiters Feedback only when things go wrong Formal training often lacking Ruef & Associates, LLC 10 4

5 Recruiting Challenges So Recruiting is difficult. Hiring manager s don t get it. How do we begin with the consultative approach? Ruef & Associates, LLC 11 Contracting Intake meeting - Select the right venue - Prepare and use intake meeting form - Don t commit to specifics on the spot Service level agreement (SLA) - Can be informal to hiring manager - Sends signal of professionalism & partnership - Critical in dealing with pushback/changes Ruef & Associates, LLC 12 The Consultant s Credo A Prince who is himself not wise cannot be well advised. Niccolo Machiavelli The Prince Ruef & Associates, LLC 13 5

6 Managing the Client A Consultative Approach Regular contact important Share good and bad news Make follow up a priority Be proactive; call before questions come Ruef & Associates, LLC. 14 Managing the Candidate A Consultative Approach Michael E. Marion & Associates, Inc. 15 Check Interest and Commitment Inquire about: reason for responding ability to relocate current state of career current responsibilities knowledge of this position how do they compare to this Michael E. Marion & Associates, Inc. 16 6

7 Candidates Will Not Volunteer Information Does this opportunity continue to hold interest for you? Are you looking at other things? How would you rate your interest on a scale of 1 10? How do you feel about the people you have met? If an offer was made today, and the compensation was in the range we discussed would you accept? Michael E. Marion & Associates, Inc. 17 Behavior Often Counts More than Words Be careful if you re telephone calls are not returned for several days Do you have to call 5 times to get a response? Will it take 6 weeks to schedule a meeting? Has you candidate cancelled a meeting? Michael E. Marion & Associates, Inc. 18 Extending the Offer Appropriately is Key Michael E. Marion & Associates, Inc. 19 7

8 Candidate s Bill of Rights Ruef & Associates, LLC 20 Managing the Candidate A Consultative Approach The Golden Rule Why don t we call candidates back? Busy, Missing information, Legal issues Rejecting the candidate Focus on job fit, not the person Mode of communication to candidates Company brand also important Ruef & Associates, LLC 21 Summary Consultative approach defined Consultative approach & strategic impact Consultative ti approach: the hiring i manager Consultative approach: the candidate Ruef & Associates, LLC 22 8

9 Ruef & Associates, LLC 23 Tim Ruef Contact Information (201) (201) (cell) 450 Summit St Ridgewood, NJ Ruef & Associates, LLC 24 9