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Staffing News Online

NJSA's Staffing News Online is a monthly e-newsletter that is available to the staffing industry.  The content for Staffing News Online comes directly from our industry partners.  If you are an NJSA industry partner and would like to submit content for Staffing News Online, please email office@njsa.com with your article.

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  • Friday, November 30, 2018 2:06 PM | Denise Downing (Administrator)

    Joe Kelly is a seasoned veteran of the staffing business. Having built several staffing, recruiting and consulting firms from the ground up, he understands the challenges that face staffing companies at every stage of the business lifecycle. He knows that the focus of any team needs to be on hiring exceptional people and exceeding customer expectations.

    However, that strategic focus can only be achieved when time-consuming, yet critical back office functions run smoothly. When Kelly first branched out to start his own business, he knew he needed to:

    • Control turnover by providing a competitive but stable compensation model
    • Allow all investable dollars to go towards generating revenue
    • Outsource functions that were not part of core competencies

    Bootstrapping may work in some industries, but for staffing firms looking to scale quickly, access to financing and technology are crucial. Kelly was looking for a flexible solution that allowed him to fully outsource functions so that his team could focus 100 percent on building client relationships and connecting with top talent.

    Access to financing services has made a real difference in Kelly’s business, but so has Sterling’s full suite of technology services. Payroll processing compliance can be a major hurdle for staffing firms that serve multiple markets, and Kelly currently operates in over a dozen unique geographic areas serving over 700 clients. Payroll and tax rules and regulations vary from state to state, city to city and Sterling allows Kelly’s team to remain compliant with changes coming down the pike.

    Kelly relies on the flexibility of Sterling National Bank’s model to provide him with agility. He and his partners can move quickly on new initiatives and focus all of their energy on strategic growth, while trusting Sterling to handle the rest.

    Sterling National Bank’s Payroll Finance Division works solely with staffing companies and understands the challenges facing their clients every day. The Division is powered by Sterling National Bank, which means clients have access to a full range of payroll finance solutions and a full-service back-office technology suite complete with ATS and traditional bank products:

    • Payroll Funding and Processing
    • Acquisition Financing Available
    • Invoicing, Payroll Tax Administration and
    • Custom Reporting
    • Industry Leading Payroll and Billing Software
    • Government and Diversity Program Support
    • Traditional Lines of Credit
    • Asset-Based Lending
    • A/R Finance, Factoring and Equipment Finance
    • Full Suite of Banking Products

    To learn what Sterling National Bank Payroll Finance Division can do for your staffing firm, contact our expert team today at 516-682-1421; adejak@snb.com; https://www.snb.com/commercial-banking

  • Friday, November 30, 2018 2:04 PM | Denise Downing (Administrator)

    It’s likely you’ve heard the saying “customer experience” a time or two. But what does customer experience actually mean? And how can you provide the ideal customer experience? By cultivating healthier customer relationships, you can drive revenue growth and grow your company.

    There are several ways you can edit and enhance your current customer experience at every stage of the customer journey to improve your relationships. By measuring your customer experience today, you can transform your customer experience tomorrow.

    So, are you ready to build a better customer experience? Here are five ways to evaluate and enhance your customer experience:

    1. Define what the ultimate customer experience looks like for your business - To truly improve your customer experience, you first need to have a holistic understanding of what that looks like for your business. This is an opportunity to determine how you stand out from your competition and capitalize on it. What makes your customer journey unique? Where along the journey can you excel and bring a truly seamless experience? This should be evaluated both pre- and post-sale, giving your customers meaningful interactions along the way.
    2. Create a consistent experience across your processes - One of the most important aspects of providing the ultimate customer experience is consistency. This means having consistency not only across your branding and marketing efforts, but also your processes. When customers work with more than one person during their customer journey, it can quickly become frustrating and confusing to hear different explanations or conflicting information between departments. Consistency in your service and being on the same page across your agency will ensure your customers feel informed and confident in your people and processes.
    3. Listen to your customers and address their needs and frustrations - To get true insight into your customers’ needs, you must listen to them. What worked last time doesn’t necessarily mean it will work again. Be a listening ear and clarify any of their needs or concerns to ensure you truly understand them. Show them you want to take action to improve their experience and overcome any frustrations they have. 13% of unsatisfied customers share their unhappiness with 15 or more people. That’s why you have to constantly be engaged with your customers to understand their business, their needs (which will probably change often) and their frustrations. This can be done through focus groups, customer interviews, surveys and more.
    4. Use technology strategically, not as a crutch - When used properly, staffing and recruiting technology is a great tool to help serve your customers in the best way possible, leading to an enhanced customer experience. With that said, it is not an excuse to ignore or forget about important interactions with your customers. It is and will always be about people in the staffing and recruiting industry. Don’t forget that! You can use staffing and recruiting software to enhance your relationships by being able to quickly and easily communicate with them by phone or email, give them instant access to their bills and allowing them to access what they need via any device.
    5. Show appreciation - What are you doing to show your customers you appreciate them? As a part of providing the ultimate experience all the way through the customer journey, you should build a customer appreciation strategy. There are several ways you can do small things that make a big difference. You can contact them more frequently to continually give them that personal feel or you can tell them thank you, whether through email, a personal phone call or mailing them a card. As simple as it sounds, the more appreciated your customers feel, the more likely they are to remain loyal and spend more with your staffing and recruiting agency. It’s all-around a win!

    Whether this is your first time creating a customer experience strategy, or you’re looking to enhance their interaction with you, there are many small, yet critical ways you can make an impact. Between using your technology strategically, while still including the human touch, you can provide each customer an ideal experience. By successfully implementing the ultimate customer experience, you can increase customer satisfaction, reduce customer churn and drive revenue growth.

    With Avionté Staffing & Recruiting Software, you can implement a strategic, first-rate customer experience. By providing a full software solution with a simple way to contact customers, quick and easy time card approval via email and automated statements to keep an open line of communication with your customers, Avionté Staffing and Recruiting Software has you covered.

  • Friday, November 30, 2018 2:01 PM | Denise Downing (Administrator)

    Description:  Industry experts answer your questions on challenges you are facing in sales and recruiting. If you have a question, please email to office@njsa.com. We will solicit answers from industry experts.

    Question: What do you say to a client who says they already have a candidate you submit in their system, however when you spoke to them about the job they tell you no one has contacted them from the company. Is the only choice to confront them?


    It's not your only choice, but probably your best choice.

    First, this is a different situation than what some recruiters refer to as the "backdoor". An equally awkward situation when you find out a company purposefully went behind your back and hired a candidate you submitted. In most cases this is a breach of contract terms and should be handled accordingly.

    But back to your original question - the candidate ownership issue you describe is a bit more "gray". Giving your client the benefit of the doubt, perhaps they interpret your terms and conditions differently? Maybe they have attempted to contact the candidate? Is it possible your candidate did connect with the company and doesn't remember?

    Regardless of the answers to these questions, it is a great opportunity to meet with your client and discuss the circumstances so going further you can have a successful partnership. Prior to the meeting:

    1. Review your contract terms. Does it cover this specifically? What does it state? Did your contact agree to these terms, or perhaps someone else from the company that should be included in the meeting?
    2. Prepare for the meeting. Create a list of questions to ask to understand their process; Be prepared to talk about your own process, and the time it takes to source candidates.
    3. Bring solutions to the table. Assuming this specific situation is not covered in your terms and conditions, what do you want the "rule" to look like? Be reasonable. It would be unfair to ask that any and all candidates you send them you have ownership...just as it would be unfair if any candidate that ever applied to their company "ever" were their candidate.
    4. How far are you willing to go? Determine where is your "line in the sand". Is this a customer you are willing to walk away from if they are unwilling to bend on this rule?

    Remember, most of these problems are lack of understanding or a miscommunication. The goal of the meeting is not to be defensive and point out what they did wrong, but to create solutions and understanding how you can work together.

    Answers provided by Rachel Modrak, a trainer, speaker, and consultant focused on the Staffing Industry. After 20+ years of working for leading national and global staffing organizations she created Apex Staffing Consulting Group to provide strategic solutions that solve problems. Rachel can be reached at Rachel@apexscg.com or 908-377-3465.

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