All posts tagged: customer

The Disloyalty of Customers

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Scott's Monday Morning MessageThere’s an “affair” going on and it’s not just a tacky television series on the Showtime network.

Thousands of people are deemed unfaithful every day, including:

  • Hiring managers who circumvent their corporate recruiters.
  • Managers who work with a staffing vendor not on the approved list.
  • HR leaders who agree to work exclusively with one recruiting firm, yet, still give business to others.

Why does this happen? A human resources executive in Kansas City, Missouri recently said:

“I have a rolodex of ten agencies. One is our preferred staffing vendor; the other nine our backups. If the first one can’t fill the job today, I call the rest. The next one that appears able to fill it gets my business. I know I’m not alone in this. My colleagues tell me they do the same thing.”

Faithful business relationships are a two-way street. On the recruiting side, this means continuing to deliver quality and increasing the speed of delivery. 

If you don’t deliver fast and accurate hires, chances are that your customers are glancing over their shoulders. They’re looking for a more attractive partner who better meets their needs. 

Scott WintripThe Disloyalty of Customers
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Effort is the Enemy

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Scott's Monday Morning MessageHiring managers typically need that empty seat filled yesterday, yet they often wait until tomorrow or a series of tomorrow’s before that happens. It is this very gap between yesterday and tomorrow that holds one of the greatest opportunities for staffing and recruiting firms.

The staffing industry can quickly elevate its reputation by more consistently providing talent on demand, right when it is needed. This not only delivers tremendous value; it is how firms can be rewarded with a more loyal constituency, a larger base of customers, and higher margins which are proportionate with the value being provided.

One key element standing in the way is effort. Agencies must recruit ahead, not behind, manufacturing the talent before it is needed. Buyers must be enrolled in a smarter process that allows them to acquire talent today, not tomorrow. Anything that causes delays, including resume submissions and interviews, must be eliminated and replaced with processes and guarantees that create a more nimble and responsive approach.

We live in an on demand, iTunes oriented, download it now society. To solve the needs of yesterday requires that staffing and recruitment vendors start acting today more like Netflix, Uber, and GrubHub. The alternative, perpetuating the status quo, will only further erode the already tenuous repetition of the industry.

Scott WintripEffort is the Enemy
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Recruiting and Religion

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Scott's Monday Morning MessageRecruiting and religion share common ground—both require a reason to engage, a belief in what’s being offered, and a conversion experience.

Without a reason to fully engage, an individual is transient, easily swayed the next time something else catches his attention. He needs a reason to believe, be it in the spiritual practices of the religion, or in the promise a new job or assignment may hold.

When there is no belief, he is an imposter, only going through the motions. He may do this to placate a spouse who grew up with those religious beliefs, just as he may do in interviews, acting the part by answering questions, yet, only posing as a viable candidate, wasting the time of the hiring authority.

Without conversion, he becomes a spectator, appearing engaged, but never being fully committed. He will sit and listen to the minister, teacher, or imam, but he is only watching, not fully giving himself over to the experience. After appearing like a viable candidate who interviews well, he will decline an offer for an assignment or full-time job, resisting conversion to a new employment direction.

Redemption occurs when reason and belief lead to conversion, delivering him from previous circumstances into an opportunity for better conditions. The convert has a community and belief system to guide him towards an improved life experience. The candidate turned employee or contractor can now pursue a path that can provide more mental, emotional, and financial fulfillment each day.

While serving different purposes and varying audiences, religion and recruiting employ similar paths to move people to commit to something different or new. For that to work, it’s our job to ensure that reason, belief, and conversion are all present, otherwise, the only outcome will be wasted time and effort.

Religion and Recruiting

Scott WintripRecruiting and Religion
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What Every Customer Will Buy

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Wintrip Consulting Group : Take No PrisonersTake No Prisoners is a free weekly memo from Scott Wintrip that explores how Radical Accountability prospers companies and changes lives. Instead of taking people hostage with outdated, heavy-handed, and ineffective methods of management, measurement, and motivation, Radical Accountability focuses on creating an unwavering responsibility for getting done what matters most.

The hardest sell of all is to the buyer who thinks he or she does not need you. All too often, salespeople find themselves clamoring for ideas and words to deal with this common situation, and, as a result, end up foolishly saying things that erode their image and their standing.

What many leaders in sales and, by default, their team members either don’t know or forget is that every prospective customer can improve their current circumstances. If things are great, they can be greater. If they’re facing challenges, those can be overcome. The most savvy salespeople determine what’s happening, and what they can do to improve upon that current set of circumstances. This means every buyer, without exception, can benefit from what your company offers, but only if you make a clear connection between their status quo and how your offering achieves something better.

The practice of Radical Accountability requires that we always give those we work with what they really need. In sales, this happens in three steps:

  1. Instead of just taking orders, take time to truly understand each customer’s current situation, objectives, fears, and the impact these have on the buyer.
  2. Collaborate with the buyer, asking what a better set of circumstances would look like and the impact these would have, personally, on him or her.
  3. Offer options for how you can contribute to achieving those improved circumstances.

This Week’s Radical Accountability Activating Action: Work with your sales team to improve their ability to understand each prospect’s current circumstances, using the three-step model above as a framework.


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Scott WintripWhat Every Customer Will Buy
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