Dear Claudia,

I have been told by several candidates recently that hell will freeze over before they'll consider working for one of my clients. Since this seems to be a growing trend of feedback, what is my responsibility as a recruiter? Should I just sell the company to candidates in spite of its reputation? Or do I tell the company what I’m hearing on the street? I’d like to keep them as a client if possible.

Stuck in the middle

Hi Stuck,

For me, the answer to this question ultimately depends on why you want to help. I’m a big fan of honesty and transparency with others, but keep in mind that people (and companies) learn when they are ready and not a moment sooner. Everyone has blind spots and good intentions -- even you. A good place to start is with clarity about what you want from this situation (fees? credibility? stronger customer relationship?) before acting.

And before we go much further, a quick comment about “selling” candidates: just don’t do it, my friend. Explore their objections, listen to their perceptions, help them buy – but don’t ever overrun a candidate’s better judgment. Even the dullest crayon in the box can smell this kind of recruiter from a mile away, and some of the wittier ones even write about the experience for fun and public flogging.

When it comes to your client’s brand on the street, now that’s a horse of a different color. An employer’s brand is one of the single most powerful influencers in competitive hiring today, and it’s always a good idea to talk with clients about what you hear. We live in viral times, and the ripple effect of negative PR can be exponential. Preparing for a conversation like this is important; enter the conversation with as much data as possible, and be prepared for a wide range of reactions. Sometimes clients don't know what's being said about them, and sometimes they don't want to know.

The only other comment I have for you is to know when it's time to step away from the client. Healthy feedback leads to improvement, and if that’s not the case for your client over time it may be time to spend your energy on more productive (and profitable) activities.

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In my day job, I’m the head of Products for Improved Experience, where we help employers use feedback to measure and manage engagement for competitive advantage in hiring and retention. Learn more about us here.

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