The Hunters and the Hunted

Today’s Corporate Dossier in the Economic Times carries a story on the Recruitment Industry and how the war for talent is helping hunters make a killing. It does, however, lament the lack of talent availability resulting in the Hunters becoming the Hunted. I have been mooting the idea of an organized training program being conducted by our profession for quite sometime now and we have discussed the same in the association (NAESCON) too over the past few months, however, things are moving a bit slowly. I think this article reinforces the crying need for such a structured programme in India and I feel that all members of the fraternity who can contribute to help bring this idea to fruition should come forward and lets create a steady stream of fresh talent for the industry. This is starting to happen in the BPO Industry, so why not in this niche area ? Poaching from each other is definitely not the solution

Now even the WTO supports Offshore Outsourcing.

Till now it was NASSCOM and its head, Kiran Karnik, who was fighting the battle on behalf of India against “Offshoring” or “Offshore Outsourcing”. However, we now have a WTO Report that has downplayed the impact of Offshoring on production, employment and trade patterns. It has supported its analysis with statistics – the offshoring of IT Services constitutes on 10% (approx) of the total world export of business services. If we look at it in context, IT jobs in the US constitute only 2.3% of the job market of the US.

So what are we really talking about ?

Great Customer Service - through Ownership

WOW ! This experience, related by Jeff Blackman, really makes me envious and has got me thinking as to how one can implement a program to inculcate this ‘ownership’ feeling and consequently such excellent customer service qualities in ones organization. It should definitely be easier to implement in a smaller business organization.

The Ritz Rules!

Who consistently delivers great service?

That's an easy one. The Ritz Carlton. I've never had a bad experience at a Ritz. And if something unexpectedly goes awry, they fix it. Fast!

Three months ago, I stayed at The Ritz in Orlando. The Ritz does little things right. Like at check-in, they offer you a glass of fresh lemonade. (I've noticed that other hotels are implementing a similar service strategy, by offering at check-in, glasses of i.e., champagne, juice or bottled water.)

And when I asked where the elevator was, Dena at the front desk didn't merely point toward the elevator, she personally escorted me there.

Later, at 6:00 p.m., I called room service. The phone was cheerfully answered by Gloria. She took my order and then said, "Mr. Blackman, please let me recap, to make sure I've got it right." (Confirmation now, often eliminates problems later.) I then asked, "Gloria, would it be possible to have dinner arrive at 7:00 p.m., since I'm leaving now to run in the fitness center?" She replied, "Absolutely! We'll see you at 7. Enjoy your run!"

At exactly 7:00 p.m. I returned. I was there, but dinner wasn't. At 7:11 I called Gloria and said, "I'm lonely!" She immediately apologized and said a rush would be placed on my order. At 7:22 there was a knock at the door. It was Rupert from room service. He said, "Mr. Blackman, Gloria and I once again apologize that your dinner has arrived late. Tonight, your meal is compliments of the Ritz."

Whoa! Cool! (Especially since the bill would have been over $350! Chicken nuggets ain't a bargain at the Ritz! Just kidding!)

I thanked Rupert for his gracious hospitality with a generous tip. I also gave him a tip for Gloria. He was surprised, but grateful.

Then, I called Gloria to express my thanks. I said, "Gloria, that was very thoughtful of you to comp my dinner." To which she said something remarkable. It was only a one-word response, but it was unforgettable. She replied,
"Ownership." (Meaning, even if it wasn't her fault, she still owned the problem. And, the solution. She didn't assign blame. She delivered satisfaction.)

I asked, "Gloria, is that your word or are you trained to say that?" Her response, "Mr. Blackman, it's simply part of our Ritz ethics and commitment to our customers." Yikes! I wanted to know where I could buy her books!

Lessons to learn and things to consider:
• What little things are you doing that'll yield BIG results?
• How can you improve your customer's experience?
• How many moments of magic or touch-points do you have with a customer?
What subtleties will elevate their value?
• How do you get others to talk about you and your business with phrases
that begin with:
o You're not gonna believe...
o Wait till you hear what happened to me...
o Have I told you about the time...

Oil Price and Shortage of Jobs

Just the other day Business Today carried a story on Skyrocketing Salaries and things could not have been looking better. However, experts tell us that everytime there has been an oil price surge in the past it has been followed by a recession leading to a shortage of jobs. Should the Recruiting Industry be concerned - as the oil price has crossed US$ 60 and as per the Goldman Sachs warning, issued earlier this year, it could cross US $105. Experts have said that a small blip in the production could have a dramatic impact on oil prices as a small demand supply imbalance could heighten the actual effect.

Being an optimist and a believer in the fact that there are still some good and intelligent men and women at the helm of affairs of this world, I hope the situation will not go out of hand and we Recruiters will not be left chasing clients and consequently jobs, as well as the skyrocketing salaries, would not just vanish.

How are the others reading the future ?