Empathy and Sales in a Digital World

By Diya Obeid, Founder & CEO of JobDiva

Especially in the staffing industry, empathy is important when conducting business. However, the digitization of our modes of communication has replaced high-touch with high-tech and this has burdened individuals’ empathetic qualities.

This mediated communication heightens the risk of misinterpreting how words are used as well as the emotional state of their authors.

The successful account manager is the individual capable of intuiting the human behind the words— the true intention as well as the ambient desires and emotions—even though these words are communicated digitally, without small talk, fanfare, or embellishing physical signals.

The paradox faced by leadership is how to determine who among these aspiring account managers is most likely to succeed in sales or account management. While the buyer states his desire in recognizable words, the account manager’s secret to success is the ability to visualize the unstated, the untouchable, and the unseen.

What is the fabulous technology that allows an account manager to perform this mapping? Empathy.

Empathy compensates for digital platforms’ masking of human emotions. Empathy delivers the customer service required and the satisfaction guaranteed promise.

Determining Levels of Empathy

The very same high-tech culprit that replaced the high-touch relationship is the perfect test bed for empathy. Whether through email, text messages, social networking platforms, instant messaging, or any other digital form of delivery, digital communication can test an individual’s level of empathy.

Let’s use the beloved, reviled, absolutely critical email inbox to illustrate. Open your inbox and sort your emails by subject.

I’ve noticed the following pattern: The short email chains always belong to the most successful account managers. Long strings of email exchanges with an associate about individual subjects speak to the associate’s inability to read what we need and see a resolution or conclusion without having to exchange an endless list of emails.

I’ve also realized that those individuals with whom I’ve had many exchanges about a specific subject usually require several exchanges on almost any subject; certitude is not their forte. Meanwhile, top performers are conclusive and produce without fuss or difficulty.

An empathetic employee will proactively expedite a satisfactory fulfillment before the client has to exchange many emails about the same subject. Empathy, however, is only the first step.

Recognizing Clients’ Needs

Recognizing the needs of others and placing oneself in their shoes will not suffice unless we act on these perceptions. It is our ability to satisfy both the spoken and tacit needs of those with whom we have never experienced a high-touch relationship that separates masters and amateurs in today’s digital world.

Charm clients with your responsiveness and service, even if you can’t physically see or hear them. When you take a moment and let yourself care about the authors behind the digital words, you will be surprised how their untouched hands open doors for you.

(Originally published in the July-August 2016 issue of the American Staffing Association’s Staffing Success Magazine.)

What Our Clients Have Been Saying About JobDiva (cont.)

According to our clients, JobDiva has revolutionized the staffing industry.

“JobDiva has revolutionized the entire process of recruiting for our staffing industry.”

-Carole Klang, CEO, RMS Computer Corp.

“When potential recruiters are looking to join RMS, one of the first questions they ask is: Do you have JobDiva?”

-Chris Lorsan, Senior Operations Manager, RMS Computer Corp.

Computer Science — A False Attribution

By Diya Obeid, Founder & CEO of JobDiva

Computer Science comprises many paradoxes, the least of which is merely the nomenclature of its own name. Is Computer Science a science? We have known sciences to be natural, social or formal, to none of which Computer belongs. We have also known sciences to be called by their names without tagging on ‘science’ as a suffix. We don’t say Physics Science, Chemistry Science or Biology Science; nor do we say Sociology Science and so on. However, when it comes to Computer Science, we lack the confidence in ‘Computer’ (or perhaps ‘Computers’) to carry its own weight as a science, so we qualify it by referencing its discipline as Computer Science.

Meanwhile, due to the inapplicability of the scientific method to this discipline, Computers fails to pass the test to qualify as a science. While we use Computers to document and compute the outcome of experiments, Computers itself is not subject to the scientific method experimentation. When we do Computers-related experimentation, we are experimenting with electric circuits (Physics), fiber optics (Chemistry), or the approximations resulting from eigenvalue computations (Mathematics), all of which belonged to non-Computer sciences long before they engaged with Computers. When a computer indexes databases following a set of algorithms or calculates the internal rate of return on a financial instrument, Computers follows deterministic steps whose outcome is not subject to the hypotheses or uncertainties that characterize the scientific method.

I acknowledge that the domain of science is expansive and diverse: theology could be a science, marriage is a science, sport is also a science; however, please do not attribute science to Computers. Rather, Computers embodies the application of many natural, social and formal sciences, but itself lacks the basic definition of science.

If the field of Computers is not a science, what is it? Computers and their activities are the creation of Man’s imagination, existing within the context of and limited by natural and social sciences. Computers embodies creativity, empathy, mindfulness, passion, fascination, obsession, intrusiveness, curiosity, accomplishment and glamour. As a creative outcome, Computers may be more precisely considered an art; but, please, do not call it a science. To be continued…

What Our Clients Have Been Saying About JobDiva

We at JobDiva would like to share what our clients have been saying about us recently:

“HEPCO has been using JobDiva for almost three years now and we are extremely pleased with the results. The software’s search capabilities are excellent – it has meaningfully improved our recruiters’ productivity and contractor tracking. It has also been very helpful to the sales force in documenting client relationships and individual client contact histories. The Help Desk is very responsive and we have zero administrative issues adding or deleting users, fees being charged, etc.”

-David du Pont, President & CEO, HEPCO Inc.

“We have been on JobDiva for many years utilizing the services across three companies, LI, Medical, and General Admin, Engineering, Architecture, etc. JobDiva has been outstanding with any upgrades and requests we have had. They are very user-friendly and my internal team has adopted very well to the utilization of the platform. I would highly recommend their service.

-Shannon Block, Vice President, Medical Staffing Services Inc.

 

Supplier Performance Metrics for the Staffing Industry

How Buyers Can Spot and Overcome These Metrics’ Inherent Paradoxes

By Diya Obeid, Founder & CEO of JobDiva

Both the staffing industry and HR departments have historically relied on similar performance metrics for measuring the speed and effectiveness of their recruitment lifecycle. One key such metrics had been the number of submittals metrics. Big data has made it easier to locate, qualify and submit more candidates for job openings. Once the increased number of submittals became a given fact taken for granted, scorecards of performance metrics refocused onto the number of interviewed candidates and the number of hires. Unfortunately, the number of interviews and number of hires metrics have been used to the detriment of the number of submittals metrics. Submittals that do not result in interviews or hires, for no fault of the recruiter or supplier, have been held against these submitting parties. When the ratios of interviews-to-submittals and hires-to-submittals are used to infer the performance of the recruitment lifecycle’s participants – in particular its suppliers, fallacies tend to confuse merit with salesmanship or pure luck.

Today’s most requisition management software packages (referred to as Vendor Management Systems) and most Applicant Tracking Systems virtually track the same submittal, interview and hire metrics among others. A superficial reading of these metrics and ratios could result in reprimanding a good supplier or recruiter and rewarding a sub-standard one.

How this is possible? Consider the factors beyond the control of recruiters and staffing suppliers engaged in the job requisition fulfillment process: Poorly written job descriptions, cancelled jobs that have received submittals, jobs that were filled through relationships outside the requisition process, jobs that received equally qualified first-runners-up who did not get interviewed or hired, and so on.  With these factors in mind, it is easy to see how a supplier’s total number of submittals could be misconstrued as dumping unwanted candidates in the submittal process. The supplier becomes victim to his good deeds of submittal. (No good deed goes unpunished.)

The flattened submittal metrics can and should represent the staffing supplier’s or recruiter’s responsiveness, even without further context. By definition, those who receive a requisition for an opening should respond, and responsiveness is defined by the ability to submit qualified candidates (assuming that the job opening is a reasonable request) regardless whether these candidates are interviewed or hired.  The number of submittals is under the supplier’s control, so, indeed, the supplier should be held accountable when they are not responsive, rather than when they are.

The challenge is in defining quality of submittals received. To determine this, it might be tempting to look to the number of interviews or hires. However, the presumption that the numbers of hires and interviews relative to the submittals can exhaustively describe a staffing agency or recruiter’s performance is a dangerous misconception that causes the purchasing process to wobble and even to collapse.

As everyone in the staffing and HR industry knows, the process of interviewing and hiring a candidate is fragile and can be ruptured for many reasons beyond the supplier’s control or the quality of their submittals (some of these reasons are mentioned above). Meanwhile, purchasing departments still hold the supplier accountable when interviews and hires do not occur, in part because it’s not practical for purchasing and HR departments to stop and examine the nuanced reasons why each submittal didn’t result in an interview or hire.  The supplier is faced with the predicament of having to submit – which is what he is supposed to do – greater and greater numbers of candidates, while this number of submittals is the denominator in both the interview/submittals and hires/submittals ratios. While these two ratios are expected to increase, they are dragged down by the increase of their denominator, which represents the supplier’s responsiveness.

This paradoxical nature of the performance metrics and ratios used by purchasing departments is the cause of significant frustrations among those participating in the competitive purchasing exercise of staffing services and full time placements.

The ideal metric to identify performance should be derived from examining the record of who is buying from whom, rather than the record of the lack of purchase. The right examination will reveal the following: Top-performing suppliers have the following characteristic: their contractors are spread throughout a wider number of hiring managers within an organization.

While these top-performing suppliers may not have the largest number of contractors on billing overall, or may not have competitive ratios of interviews and hires over submittals, they tend to have contractors spread out within the client enterprise. The breadth of their contractors’ distribution is testimony to the fact that more hiring managers chose their candidates rather than fewer; and that could have only been based on merit. It indicates that they are capable of servicing a broader spectrum within the organization and do not need to lean on personal relationships with individual buyers or hiring managers for success. On a related note, the total number of interviews, hires and submittals made to managers whose record shows favoritism to a small, limited number of favorite suppliers should never be included suppliers’ scorecards.

Historically, performance measurements have been a challenge for purchasing departments. They have sometimes reacted by simply adding more metrics to track and more ratios from which to infer value and information. This combination of metrics, numbers and ratios has only increased the likelihood of misconception in a heavily human-dependent process that is already prone to misconception. Simplifying the tools and removing all measures prone to the above fallacies can only improve the purchasing process and enhance its meritocratic nature.

Please also note that tweaking metrics and attempts to cleanse data can be an even greater headache when the following is not in place: a blind purchasing process that conceals the identity of both supplier and the hiring manager. Clear away prejudice from the marketplace, then optimization becomes inevitable, rather than something towards which we endlessly struggle.

If It’s Not in JobDiva, It Doesn’t Exist

Your recruiting organization needs a new ATS. You start your research and soon discover that many ATSs advertise their ability to integrate with other software and third-party applications. You are told that these integration abilities will help your organization.  What these ATSs don’t tell you is that they simply have not devoted the time and resources to develop these features within their own solution.

Many times, you have run into products that require other components in order to work properly. You know from experience that these products require a lot of daunting, cumbersome work on your part. You waste time, money, and internal resources trying to implement integrations that may take years to complete – and are sometimes never completed at all.

If your company needs a new ATS, what you need is a holistic solution – a solution that enables you to perform all your important tasks without having to integrate with third-party add-ons.

Speed, cost-effectiveness, and quality can only be achieved in a streamlined, homogeneous solution developed with the big picture and the entire process in mind.

JobDiva is built on these exact principles. JobDiva aggregates jobs, syncs your jobs database with your client’s vendor management system, and seamlessly integrates your jobs fulfillment database into your recruitment, CRM and financial processes, boosting your organization’s capacity to serve client needs. JobDiva’s patented search and match technology automatically identifies the pool of most qualified and relevant candidates, enabling your recruiters to focus on pre-qualifying candidates for jobs. As a result, recruiters can find and submit candidates with unmatched speed without sacrificing quality.

From candidate application through onboarding and hiring, JobDiva streamlines your worfklow and delivers peerless capabilities and effectiveness. When your candidates fill out time cards online, JobDiva stores this information for you and handles your invoicing – bottom line, you’ll never have to turn to another app. By placing recruitment, sales, back office and management into a single intuitive workflow, JobDiva’s unique, patented technology empowers you and sets you above the competition.

Third-party add-ons may seem dazzling, but they often create more trouble than they’re worth. A holistic solution such as JobDiva streamlines all of your organization’s tasks and contains them within a single solution. It’s no wonder that our clients say, “if it’s not in JobDiva, it doesn’t exist.”

Click here to request a live demo!

4 New Year’s Resolutions from JobDiva’s SVP of Technology and Deployment

As everyone knows, the New Year is a time for reflection and renewal. This is no less true for people in IT than for anyone else. Charles Rouhana, JobDiva’s SVP of Technology and Deployment, has embraced the New Year’s spirit with four inspiring resolutions. Let us profit from his example, and look forward to a wonderful 2016:

I will change all my passwords from “password” to “password1” to outwit the hackers.

I will get in shape by spending more time moving servers around the data center.

I will spend more time with my kids and loved ones in order to improve their programming skills.

I will improve my home security by installing an advanced Internet Firewall and biometric door locks.

Why the Right Technology Matters

As a recruiter, you face constant pressure. You trudge through tons of resumes looking for the best talent. Once you finally talk to someone who seems qualified, you may discover that she isn’t. Your search begins again. As you continue to trudge, your competitors do the same. You feel they’re always on the verge of beating you to the punch. It’s no wonder that you feel stressed.

Your stress is understandable: Online resumes form a huge set a big data. You need the best tool to help you sort through that data. And no tool is better than JobDiva.

JobDiva automates your data maintenance, so you won’t just find the right candidate – you’ll find the right, available candidate. With JobDiva, you’re freed from manual data entry. You’ll automatically find resumes that have the relevant skills and years of experience. Our resume harvester runs 24 hours a day, 7 days a week. Our automated mapping capability allows you to recruit effortlessly across multiple industries – there’s no need to become an industry expert. As a recruiter you exchange no less than 50 individual phone, email or text messages with individuals per day. JobDiva will make sure they’re the right calls.

Once you begin using JobDiva, the pressure goes down. The talent you find will have the skills and experience you’re looking for. When you call a candidate, you’ll know the call is worth your time. While JobDiva harvests resumes from your job board subscriptions for you, you’ll rest easy at home. JobDiva filters out all the noise, giving you the competitive edge you need in a tightening labor market. Schedule a demo with JobDiva, and take the stress out of recruiting.