Category Archives: Human resource planning

Where has all the talent gone? How to operate in a Talent Scarcity Market.

When it comes to talent, there’s no debate that demand is outstripping the readily available supply and most recruiters agree that we’re near full employment.  This combined with a degree of job dissatisfaction and workers who are mostly satisfied but not necessarily engaged, points to a passive job seeker environment.

The resurgence of job seeker confidence due to the high number of job openings and the low risk of making a job change gives talent a great advantage.  Passive seekers are watching for new opportunities with greater meaning, where they can use their gifts and talents and take their career to the next level.

To address this shift, employers must change their focus from talent acquisition to a talent attraction strategy.  It’s about targeting the right candidates and compelling them to take an interest.  As a result, many employers are asking, “how can we grow when there is a skill gap and we can’t fill openings with qualified workers?”

There is specific strategies and tactics to address the skills gap, but it is not necessary to focus on this alone. Talents and the motivation to use those talents abound under the right circumstances and with
the right staffing and recruitment partner.

Understanding the difference between the job description and the real job

Too frequently, recruiters, use the job description alone to assist in the hiring decision process.
That’s a problem.  The job description focuses on what employees have.  But, more important today is understanding what are the performance expectations and outcomes of the “real job” and why they’re meaningful to a greater purpose or outcome. This is a game changer!  We must define the “real job” and it’s meaning in the big picture.  That means building a job description with performance objectives that help achieve the company vision.

Concentrating on candidate performance and achievement

Recruiters need to put greater focus on the ability of candidates to achieve job performance desired outcomes (going) and less on qualifications and criteria (having.) A wise career consultant (Owner and President of Nissen Staffing Continuum, Scott Nissen) once said, “It’s what you do with what you have, not what you have that counts!”  The point is to hire someone who can deliver results and add value over someone who might possess the skill(s) to do those same things but never uses them.

Messaging real jobs to the right candidates

The “right candidate” will be able to consistently and successfully get the job done regardless of circumstances and with the least direction possible.  By messaging the real job with purpose and meaning, the “right candidate” will be compelled to apply.  And the right candidate in the real job will only add beneficially to the culture you’re seeking to create!

 Leveraging your brand

 Properly branding your company allows job seekers to match their needs with your employee value proposition. Your brand is the public face of your company culture. Passive job seekers are discerning and take employment decisions and changes more seriously. They research potential employers carefully and look for companies where they connect with the values and foresee being happy in their position. It’s time that we look past immediate gratifications, such as (pay, location, job title, duties) and concentrate more on the first year and beyond (real job focus, impact, visibility, learning, future compensation and rewards, growth) for effective talent attraction.

When a high-quality hire happens, a powerful connection is made between an employer’s mission and a candidate’s career aspirations.  The day of talent acquisition is gone. We’re no longer filtering out candidates in a surplus talent market.  The day of talent attraction is now and it’s here to stay. We must target and build a call to action for quality talent in order to be successful in this candidate scarcity market.

At Nissen Staffing Continuum we work with discipline and focus to successfully leverage all of our brands (Staffing Continuum, TechRecruiters, Staffing Continuum Managed Services, Workforce Optimization) to benefit our clients and our associates.  Call us, partner with us, and bring us into your reality because we have a true consultative solution for you. Placing the right candidates in the right jobs for the right reasons!  This will be the mark of a successful organization in the 21st century.

An award-winning staffing expert in Southeastern Wisconsin in manufacturing, clerical, professional and light industrial placements, Nissen Staffing Continuum can assist you in finding great employees in Wisconsin for both your short-term and long-term needs. As your strategic partner in a tight employment market, we’ll help you take your staffing initiatives to the next level, whether it’s onsite programs, direct hire placement, temp-to-hire programs or temporary staffing. Our recruiters are supported by a sourcing department dedicated to finding great employees for our clients. For more information about how we can help you find great employees, contact us today and allow us to help you with your HR needs so you can focus on your company’s success!

Working with a Multi-Generational Workforce

During the holidays, as you are sitting around the dining room table with your extended family and friends, take a good look around. You have your great aunt who is a traditionalist and cannot understand why your cousin’s wife didn’t prepare the potato dish using your great-grandmother’s family recipe. You have your mother, who is shooting you a dirty look because your college-aged son is wearing shorts and a baseball hat at the dinner table. You have your teenaged niece that has taken 223 selfies and is picking the best one to post on her Instagram account while your Uncle Larry is busy telling stories about his recent hunting trip while your vegan cousin looks visibly ill. And then there’s you—trying to figure out how it is possible that all of these people are somehow related, not just to you, but to each other. Sound familiar? Perhaps it’s just a holiday dinner, but when you really think about, it may also represent most workforces at most companies.

Workforces are made up of multiple generations and many, many backgrounds. While we value each generation, they can become challenging to manage and can be even more challenging to develop recruitment and retention programs around generational differences. Like most things, the key is understanding some generational tendencies and how best to work with them.

BABY BOOMERS: Baby Boomers are people that are currently in their early 50’s up through their mid-70’s. They are motivated by things that provide some sense of security, like decent health insurance, an available savings program, and a decent salary. They did not grow up with technology and spent the good part of their young lives trying to adjust the “rabbit ears” on the TV to try and get a decent picture. They are CAPABLE of learning and using technology, they just didn’t grow up with it. They value authority figures and want to work for a company and a manager that they respect.

GEN X: Yes, believe it or not that Generation X that we tried so hard to understand now are in their mid-late 30’s and 40’s. They have experienced some challenging times in our workplaces (like 9-11 and the recessions) and so they also value job security and a decent salary. They are more technology driven than the Boomers and did not need to be trained as much on how to use things like a personal computer, because it was part of their upbringing. This generation likes to be challenged and doesn’t typically find value in staying in one place or in a stagnant job. To keep this generation happy, you need to provide continued growth or they will look elsewhere for it.

GEN Y: Meet our 20 and early 30 somethings; but move quickly, because they do too. This group of workers are multi-taskers that are part of the mobile technology generation. They do not know a world without cell phones and want to be paid for a job well done. These are our millennials, who value making a difference, collaboration and need to feel valued in everything that they do. While some may say this generation lacks work ethic, we would argue that they just look at work ethic differently. While they value job security, they value CAREER growth and CAREER security more. We’ve talked about this group of employees before, and how they treat their careers as packed suitcases that they like to keep adding contents to, but always being ready to pick it up and move if the right job or opportunity comes along. Ironically, these employees are fiercely LOYAL, if they believe your organization and their job is part of a greater vision. Keep them engaged by defining your mission and their part in it. In addition, let them have a life outside of work or incorporate their personal values into their careers.

Gen Z:  Our newest part of our workforce – recent grads and those that are in their early 20’s or younger. This workforce was raised on mobile technology, immediate responses and social media. They expect to be paid well, and most are, because the employment market currently dictates higher salaries based on the lack of available workers. They don’t like to wait around for things, and expect a company to be fast moving and up to date in terms of technology. They believe (like most of today’s workforce) that it is most important to get your work done, whether that takes 40 hours, 50 hours, or 34 hours in a week and appreciate the flexibility that many companies now offer. They like challenge, they like change, and they deal well with it because they have grown up surrounded by change. They, too, value collaboration but they value personal job satisfaction just as much.

While these profiles are just generalities, it is important to take some time to look around your own “dining room table” and understand who is sitting there, and adjust your strategic decisions accordingly.

An award-winning staffing expert in Southeastern Wisconsin in manufacturing, clerical, professional and light industrial placements, Nissen Staffing Continuum can assist you in finding great employees in Wisconsin for both your short-term and long-term needs. As your strategic partner in a tight employment market, we’ll help you take your staffing initiatives to the next level, whether it’s onsite programs, direct hire placement, temp-to-hire programs or temporary staffing. Our recruiters are supported by a sourcing department dedicated to finding great employees for our clients. For more information about how we can help you find great employees, contact us today and allow us to help you with your HR needs so you can focus on your company’s success!

Invest in Your Workforce to Grow Your Business

Your business has two options: invest in the time to train your workforce or refuse to because you’re too busy and pay for it later. Last week, the Wisconsin Department of Workforce Development released the State’s latest employment data. Unemployment numbers are at their lowest point since 1999. These numbers reflect a job market where talent is tight and recruiting is a challenge. Your best choice? Hire to train and train to retain.

There are many upsides to training your existing workforce or hiring trainable people. First, employees that feel they are being given opportunities to improve upon their skills are often more loyal to their employers. The training makes them feel valued and they appreciate the job growth and the recognition that acquiring new skills brings. Second, an employer that is able to train a worker in their own environment has a distinct advantage in teaching that worker company-specific procedures and cultures. Time is not wasted explaining why things are done differently, because the process and reasons behind it are being taught from day one. Third, being open to investing in a training program may not impact your overall costs as much as you may think. For some employers, hiring workers at a slightly lower wage with a paid training program may prove to be a more economical way to hire both skilled and unskilled workers. Wages can increase once an employee completes training and has proven him/herself to be both competent in the skill set and a proven hire. Last, implementing on-the-job training programs provides additional leadership opportunities to other more experienced staff and is also a nice way to promote from within. This type of culture allows workers to see that good work ethic and proven results will be recognized and rewarded.

Of course, there are always downsides to every solution. We cannot create more time in the day and training someone takes time—both for the trainee and the trainer. Productivity can be lost because of the learning curve and time it takes to direct and re-direct a new employee. Developing a training program can be expensive, because the front-end preparation is a crucial step in the process. However, we encourage you to look at this time spent as an investment and not just an expense. As more and more experienced workers leave the workforce due to retirement, a company that is set up with a forward-thinking approach will be in a better position than a company that merely waits and then panics. You may need to step outside of your comfort zone and hire someone with those “untrainable” soft skills and a proven work ethic, and invest in BOTH of your futures.

Your goal, of course, is to become an employer of choice. An employer of choice is able to weather the storm a bit when things get rough. Employers of choice understand their existing workforce and their target workforce and make the necessary changes to appeal to both. They listen to feedback and evolve as they need to. They make strategic decisions about company culture and create appeal. In short, they identify what is most important to today’s job seeker and do what they need to do to attract and retain them.

An award-winning staffing expert in Southeastern Wisconsin in manufacturing, clerical, professional and light industrial placements, Nissen Staffing Continuum can assist you in finding great employees in Wisconsin for both your short-term and long-term needs. As your strategic partner in a tight employment market, we’ll help you take your staffing initiatives to the next level, whether it’s onsite programs, direct hire placement, temp-to-hire programs or temporary staffing. Our recruiters are supported by a full-time sourcing department dedicated to finding great employees for our clients. For more information about how we can help you find great employees, contact us today and allow us to help you with your HR needs so you can focus on your company’s success!

 

Battling in the War for Talent

April’s Wisconsin Department of Workforce Development report shows unemployment at 3.2%, the lowest point in 30 years. Area employers are quickly reaching a point of pure frustration as they try to fill open jobs throughout Southeastern Wisconsin, and especially in highly populated markets in Milwaukee and Waukesha counties. But before you throw in the towel, we urge you to start thinking proactively. At Nissen Staffing Continuum, we are constantly looking for new and creative ways to strategically recruit for our clients. As the saying goes, “the best defense is a good offense.”

Today’s job seekers are looking for VALUE and view jobs as opportunities. They are trying to understand their purpose in a job and how they can contribute with their own unique gifts and talents. They are looking for belonging and a greater purpose, and want to feel like others care about them and their success. And once they understand their value and greater purpose, they are looking to become masters in their roles and apply that mastery through to a promotion.

As employers, we urge you to look at things like benefits and job descriptions and incorporate the needs of today’s job seekers into every step of your hiring process. Ask yourself the tough question of “Why would someone want to work here?” and then incorporate those things into your descriptions, postings and interview questions. Sell it. Make them understand not just the job, but the FEELING behind the job and the vibe of your business.

Staffing experts say that a performance-based job profile is essential to an effective hiring system. This type of job profile helps to define what success is on a job by spelling it in specific and measurable terms. According to Lou Adler, CEO and Founder of the Adler Group, an ideal job profile is a one-page document and includes some important items:

  • The 5-7 most important deliverables required to be successful in the job.
  • The qualities of a successful person in terms of knowledge, skills & abilities.
  • Specific short- and long-term performance expectations that define success.

We will talk more about performance-based job profiles in a future blog, and provide some examples and success stories we’ve had by utilizing this philosophy.

While helping an employee define success is imperative, it’s important to remember that today’s job seekers have a wealth of knowledge at their fingertips. Websites like GlassDoor, Google, Yelp and social media applications give employees (current, future and former) the opportunity they want to both give and read feedback. Own your feedback and respond to it. Build your own brand in terms of job satisfaction and employee engagement. What you don’t share, someone else will and it is in your best interest to make sure that your message is on point.

To find the best people, you will need to be a best in class employer. Sometimes, this means making changes to your work environment. While these changes may be simple or complex, they are always worth the effort. Making these changes and increasing your ability to recruit talent has an added perk:  retaining the great talent you already have. Understanding your own current and future workforce is the first step in ensuring your company’s success for years to come.

You only get one chance to make a first impression; make sure the first impression you make is a positive one. An award-winning staffing expert in Southeastern Wisconsin in manufacturing, clerical, professional and light industrial placements, Nissen Staffing Continuum can help you make your next great hire. As your strategic partner, we’ll help you take your staffing initiatives to the next level, whether it’s onsite programs, direct hire placement, temp-to-hire programs or temporary staffing with our team of recruiters that are supported by a full-time sourcing department. For more information about how we can help you find great employees, contact us today and allow us to help you with your HR needs so you can focus on your company’s success!

Today’s Employment Market Forces Employers to be Creative

The Wisconsin Department of Workforce Development just released February unemployment numbers and the results aren’t surprising area employers:  The State’s unemployment rate has declined to 3.7%, the lowest since 2000.  Pick up an issue of any business-focused magazine, HR-related journal or Google “how to find and keep employees” and you’ll see article after article about the talent shortage. While finding new talent is part of the challenge, keeping that talent is equally as difficult.  While employee recruitment and retention is a huge challenge for employers, it’s a huge opportunity for job seekers.

Employees are no longer lured to a company just by a decent salary and benefit packages.  This generation of our workforce has different ideas and the current employment market is only adding to their cause.  Companies are offering things like unlimited vacation time, flexible work schedules, paid volunteer time and employee wellness programs. Employers are getting creative, doing things like providing free lunches and breakfasts and offering family friendly policies that employees are encouraged to take advantage of.  Some are even allowing employees to bring their pets to work. Today’s employers have had to get creative.

This work environment has made us pause and take note and we wonder, what is your company doing about the talent shortage?  What types of recruitment programs and employment offerings would you consider if it helped you find workers and talent in Southeastern Wisconsin?  What type of creative benefits is your company offering?

Sound off!  We want to hear from you!  Let’s get the dialogue going!

An award-winning staffing expert in Southeastern Wisconsin in manufacturing, clerical, professional and light industrial placements, Nissen Staffing Continuum is proud of our commitment to capitalize on every employee’s strengths.  As your strategic partner, we’ll help you take your staffing initiatives to the next level, whether it’s onsite programs, direct hire placement, temp-to-hire programs or temporary staffing with our team of recruiters that are supported by a full-time sourcing department.  For more information about how we can help you find great employees, contact us today and allow us to help you with your HR needs so you can focus on your company’s success!

Source:  https://dwd.wisconsin.gov/dwd/newsreleases/2017/unemployment/170323_february_state.pdf

 

Nissen Staffing Continuum Wins Best of Staffing Client Award For the Second Time

We are pleased to announce that Nissen Staffing Continuum, a leading staffing agency in Southeastern Wisconsin has won Inavero’s Best of Staffing® Client Award for providing superior service to their clients. Presented in partnership with CareerBuilder, Inavero’s Best of Staffing Client winners have proven to be industry leaders in service quality based completely on the ratings given to them by their clients. On average, clients of winning agencies are 2.5 times more likely to be completely satisfied with services provided compared to those working with non-winning agencies.

Focused on helping US companies find the right people for their job openings, Nissen Staffing Continuum’s satisfaction scores were nearly two times higher than the industry’s average. Award winners make up less than 2% of all staffing agencies in the U.S. and Canada who earned the Best of Staffing Award for service excellence.

“We are thrilled to be honored again as a second time Best of Staffing winner. Nissen Staffing Continuum makes exceptional service a priority and we are proud and honored to be recognized for our efforts. We are committed to our mission of providing staffing solutions to our clients, while meeting the career objectives of our associates, where we can create and grow value. Our consistent recognition of exemplary service is evidence of this commitment,” Nissen Staffing Continuum’s President and CEO, Scott Nissen said.

“Staffing firms are giving top companies a competitive advantage as they search for talent in North America,” said Inavero’s CEO Eric Gregg. “The 2017 Best of Staffing winners have achieved exceptionally high levels of satisfaction and I’m proud to feature them on BestofStaffing.com.”

About Company

Established in 1997, Nissen Staffing Continuum has consistently focused on helping businesses grow their organization’s most precious asset:  their people. They understand that to succeed in a fragile economy, or thrive in a strong one, organizations require a staff that is flexible, innovative, and dependable. Nissen Staffing Continuum offers many solutions for all of your staffing challenges, from sourcing temporary help required to meet a tight deadline of a project, to finding capable temp-to-hire personnel, to recruiting a professional with the right background and qualifications. Nissen Staffing Continuum also offers personalized, on-site partnerships to meet the ever-changing needs of businesses that rely on a flexible workforce to meet their customer needs. Nissen Staffing Continuum values partnerships and, as they always say, “It’s not who you know alone, it’s who we know together.” This is their second Inavero Best of Staffing Award.  Visit their website to learn about their service offerings, contact their office or read direct customer testimonials.

About Inavero
Inavero administers more staffing agency client and talent satisfaction surveys than any other firm in the world. Inavero’s team reports on over 1.2 million satisfaction surveys from staffing agency clients and talent each year, and the company serves as the American Staffing Association’s exclusive service quality partner.

About Inavero’s Best of Staffing

Inavero’s Best of Staffing® Award is the only award in the U.S. and Canada that recognizes staffing agencies that have proven superior service quality based completely on the ratings given to them by their clients and job candidates. Award winners are showcased by city and area of expertise on BestofStaffing.com – an online resource for hiring professionals and job seekers to find the best staffing agencies to call when they are in need.

Twenty Years in the Making

Remember 1997?  We do!

  • The Green Bay Packers beat the New England Patriots in Super Bowl XXXI
  • Dolly the Sheep was introduced as the world’s first cloned mammal, and later then-President Bill Clinton banned federal funding for human cloning.
  • Buffy the Vampire Slayer premiered on the WB Television Network
  • Paul McCartney was knighted by Queen Elizabeth II
  • Princess Diana was killed in a car accident in Paris, thought to be caused by relentless paparazzi.
  • A federal law was passed making 18 years old the legal age to smoke cigarettes.
  • OJ Simpson was found liable in the death of Ron Goldman and Nicole Simpson, in a civil suit brought forward by the victims’ families.
  • Avian Flu (aka “Bird Flu”) broke out in Asia.
  • The average price for a gallon of gas was $1.22.
  • The Dow Jones Industrial average closed at 7908.
  • The Federal Reserve had interest rates set at 8.5%.
  • Mike Tyson was suspended from boxing after biting off Evander Holyfield’s ear during a boxing match.
  • Tiger Woods, then 21, became the youngest golfer to ever win the Masters.
  • J.K. Rowling published the first book in the Harry Potter series, “Harry Potter and the Philosopher’s Stone” in London. It was released in the US a year later under the title “Harry Potter and the Sorcerer’s Stone.”
  • Nissen and Associates, now Nissen Staffing Continuum, opened its doors.

2017 is a big year for our company, as it marks our 20th year in business.  We’ve learned a lot over the years and like most companies, we’ve had our share of both successes and setbacks.  But through it all, we’ve grown and flourished and become the company that we are today, partners in your success and committed to results.  We start this year by looking back, and being thankful for the people and the business partners that have made this all possible.  According to Forbes, only 25% of small businesses stay in business longer than 15 years.  We’re proud of what we’ve done here.  We’re proud of our internal staff and our associates that work at our client sites.  We’re proud of our clients and the businesses that we’ve had the honor to watch grow and share in the excitement of their successes.

So we invite you to join us on this journey of celebrating our past and looking forward to our future.  In the coming months, we’ll be sharing some history, some stories and some dreams for our future.  Congratulations to our team on twenty exciting years.  Here’s to the next twenty!

An award-winning staffing expert in Southeastern Wisconsin in manufacturing, clerical, professional and light industrial placements, Nissen Staffing Continuum can assist you in finding great employees in Wisconsin for both your short-term and long-term needs.  As your strategic partner in a tight employment market, we’ll help you take your staffing initiatives to the next level, whether it’s onsite programs, direct hire placement, temp-to-hire programs or temporary staffing. Our recruiters are supported by a full-time sourcing department dedicated to finding great employees for our clients. For more information about how we can help you find great employees, contact us today and allow us to help you with your HR needs so you can focus on your company’s success!

Your Business Could Use a Little R&R* *Recruitment and Retention

In late October, the Wisconsin Department of Workforce Development released a report showing that the state unemployment rate was at 4.1%, the lowest since February of 2001.  Wisconsin’s unemployment rate was even lower than the already low national unemployment rate, which was 5%.  The positive thing is that people are working and businesses are growing.  The negative thing is that businesses are having a hard time hiring and retaining enough qualified employees to meet demand.  So, what can you do?

In a tight labor market, there are several things to consider.

  • Where are you recruiting? To recruit employees in Southeastern Wisconsin, you might need to get a little creative and be willing to invest in job-specific training programs.  Focus on identifying interest areas that you can apply to your business.  Think about where these people “hang out” and then go meet them there.  Gone are the days of more applicants than openings.  For example, let’s say your business is in the automotive industry.  Think about where people that are interested in the automotive industry spend time.  Is it at a car show?  It is on certain social media (Facebook, Twitter, LinkedIn, etc.) groups or special interest sites?  Is it at specific vocational/trade schools?  Are there clubs?  Get creative and start targeting people who are interested in what you specialize in in your business.
  • Who are you recruiting? Have you thought through the transferable skills necessary to be successful in the role you are trying to fill?  Does it matter that they don’t know how to use a specific piece of machinery if they are mechanically inclined and have used similar machines in the past?  Probably not.  Think about the skills that are at the very core of what you are trying to accomplish and then go from there.
  • Who are you retaining? Imagine filling a large tub of water.  The water coming out of the faucet is like the new staff members that are joining your organization.  Have you checked to make sure you remembered to close the drain?  Don’t lose great people you already have because you are so focused on adding new members to your team.  Think about the work environment you have created.  Get people engaged.  Make them feel valued and appreciated.  And most importantly, establish a clear path for growth and provide opportunities for career development.  Every dollar spent in this area is money well spent.
  • Are you willing to pay? They say that money talks, and whether or not you want to hear it, you may need to pay a bit more in a tight employment market to attract the type of talent you want to hire.  Be aware that higher starting wages could have a ripple effect on your organization.  Be prepared to justify, and if necessary, adjust other wages.  While this may seem trivial, it can often be a short-term fix that allows you more time to create career development opportunities and gives you an opportunity to focus on retaining the talent you have.

Your goal, of course, is to become an employer of choice.  An employer of choice is able to weather the storm a bit when things get rough.  An award-winning staffing expert in Southeastern Wisconsin in manufacturing, clerical, professional and light industrial placements, Nissen Staffing Continuum can assist you in finding great employees in Wisconsin for both your short-term and long-term needs.  As your strategic partner in a tight employment market, we’ll help you take your staffing initiatives to the next level, whether it’s onsite programs, direct hire placement, temp-to-hire programs or temporary staffing. Our recruiters are supported by a full-time sourcing department dedicated to finding great employees for our clients. For more information about how we can help you find great employees, contact us today and allow us to help you with your HR needs so you can focus on your company’s success!

 

Perfect Imperfections

Blogger Shep Hyken tells a story on his blog about an experience that someone shared with him.  The story took place at a Ritz Carlton hotel, where a waiter accidentally spilled hot food on a guest when he was serving him dinner at a banquet. After making sure the guest was not hurt, the waiter promptly took the guest’s suit coat and promised to have it returned to him before the end of the evening.  Twenty minutes later, the waiter returned to the table, clean suit coat in hand, and again offered his apologies. Stunned at the unbelievable service, the guest had all but forgotten that he had had hot food spilled on him.  What the guest didn’t know was that the Ritz Carlton had an onsite dry-cleaner that was able to dry clean the clothing immediately.  What the waiter didn’t know was that the guest was in the middle of picking a venue for BOTH of his daughters’ upcoming weddings.  You can guess the end of the story: The guest chose the Ritz Carlton to host the receptions and the waiter, while recovering from a mistake, made an impression that actually improved the customer’s image of his hotel chain.

The “art of recovery” is something that every business should be talking about.  What is the “art of recovery?” It’s quite simple:  It’s understanding that HOW we respond to a problem is as important as the problem itself.  Our response is an opportunity to strengthen a relationship and re-commit to a certain level of service. It’s the part of our business that allows our character to shine through.

While we are a world full of technology, we are also a world built on relationships and people. In a business like ours, we rely on our product (our PEOPLE) to meet and exceed our customers’ expectations every single day.  But people make mistakes and sometimes things happen that we have very little control over; and here is where our REAL work begins.  Anyone that runs or manages a business understands that perfect isn’t possible, so we must plan on how to handle the unexpected.

As a company that prides itself on building relationships and providing staffing to employers all over Southeastern Wisconsin, we are given opportunities every day to better understand our clients’ needs and to coach our associates to make the best possible decisions.  We are given opportunities to respond to feedback, through conversations with our employees, clients and through survey responsesIn the coming weeks, we will be surveying many of our active clients again and asking them to be honest and allow us to show our character and commitment.  We are able to benchmark ourselves against other world class organizations and ask ourselves, as well as our clients, “How can we do better today?”  We ask that you give us that chance.

The art of recovery is really about building relationships through problem solving. We know our business isn’t perfect, and we would guess that yours isn’t either. However, as we walk the journey together and make adjustments when necessary, we are certain that our consultative business model will result in increased satisfaction and a successful staffing experience.

An award-winning staffing expert in Southeastern Wisconsin in manufacturing, clerical, professional and light industrial placements, Nissen Staffing Continuum is proud of our commitment to providing human capital solutions to our clients, while assisting our associates in meeting their career objectives and delivering staffing services where we can create and grow value. As your strategic partner, we’ll help you take your staffing initiatives to the next level, whether it’s onsite programs, direct hire placement, temp-to-hire programs or temporary staffing. Our recruiters are supported by a full-time sourcing department dedicated to finding great employees for our clients. For more information about how we can help you find great employees, contact us today and allow us to help you with your HR needs so you can focus on your company’s success!

 

 

 

Do You Know How You Rate?

If the 2016 Presidential Election has taught us anything, it is that press is press.  Good or bad, the presidential candidates have learned that getting people talking can sometimes be more important than what they are saying.

Not true in your service oriented business.

In your business, WHAT is being said is everything.  About five years ago, Nissen Staffing Continuum partnered with a firm out of Portland, Oregon to conduct satisfaction surveys based on the Net Promotor Score (NPS) philosophy.  Like you, we didn’t know a lot about the NPS method and had to do a little research. As we go into our 6th survey in the next few months, we thought it might be helpful to share some information about the NPS methodology and why it might work well for your business.

NPS has some specific benefits:

  • IT’S SIMPLE: Most NPS driven surveys ask only 3 questions that drive the NPS score.  Some surveys will ask a few yes or no type questions to give the company additional feedback, but the first three questions drive the NPS score, and only require a 2-3 minute (or less) effort on the part of the responder.
  • IT’S TECHNOLOGY-DRIVEN: Since the questions are limited and answers specific, it allows for fast collection & analysis of data.
  • PREVENTS BAD SERVICE: Since NPS feedback can be almost immediate, it produces a ripple effect for response.  Rather than waiting to respond to service concerns, your staff can respond immediately.
  • GIVES YOU THE OPPORTUNITY TO BENCHMARK: If done within a specific industry, it is easy to compare your own results to that of your competitors.
  • IDENTIFIES TRENDS: When done multiple times, it is easy Identify trends and gain valuable feedback, identifying areas of needed improvement and learning where you excel.
  • IT’S CREDIBLE: NPS scores are very objective, even more so when conducted by a 3rd Party Administrator.

What does an NPS survey look like?  A NPS survey asks 3 NPS questions:  the first is on a 1-10 Scale, and the other two are open ended questions.  Ours looks like something like this:

  • On a scale of 1-10, with 1 being least likely and 10 being most likely, how likely are you to recommend Nissen Staffing Continuum to a friend? (Rate 1-10)
  • What is the primary reason for that rating? (Open Ended)
  • What is one thing we can do to improve our service? (Open Ended)

Our survey also asks a few direct questions about your service experience with us, in an effort to give our staff more specific feedback.  However, the first three questions are the most crucial.

But what do the ratings mean?  In short, an NPS score looks at Promoters, Detractors, and “Neutral” respondents.  It all but ignores any rating that is 7-8, and focuses on those rating a business 6 and under (detractors) and those rating a business a 9 or 10 (promoters). The idea is that promoters are out in the market place talking your business up.  They are the ones who would send you referrals, who talk positively about your business over lunch and who would immediately respond with your company name when someone asked them for a recommendation.  On the other hand, those that rate you a 6 or under, are detractors.  They are not recommending your business, they may be somewhat dissatisfied, and they are not a “cheerleader” for your business….in fact they are quite the opposite.  Those in between MATTER, but only in the sense that their goal is to move you to become a promoter.  They know that, in general, your business is doing a decent job, but at the same time they are not “wow’ed”.  The NPS score is determined by taking your total percent of promoters and subtracting out the total percent of detractors.

Once you know your NPS, you can easily compare yourself to other organizations known for World Class service (like Amazon or Google) and see how you rank.  If you use a 3rd party service that surveys within your industry, you can even compare yourself to your competitors.

Even more helpful are the answers to the open ended questions, and the immediate feedback that a short survey like this gives.  You can immediately respond to concerns and deal with detractors.  As we will discuss in a future article, often your reaction to a problem is more memorable to a customer than the problem itself.

When you are on the receiving end of a survey like this, it is helpful to know how the survey is being measured.  Normally, when we give a company an 8 on a 10 point scale, we are feeling like we rated them pretty high.  But remember, if you are someone that would promote the business, you should rate them a 9 or 10.  On the other hand, if you are dissatisfied, rating them a 7 puts you into the “neutral zone, “ so if you are truly dissatisfied and would never recommend them, you should rate them a 6 or lower.

Net Promotor methodology works best when its format is followed.  The survey should be short, the questions should be clear and the open ended feedback should be used to make immediate improvements.

An award-winning staffing expert in Southeastern Wisconsin in manufacturing, clerical, professional and light industrial placements, Nissen Staffing Continuum is proud of our commitment to providing human capital solutions to our clients, while assisting our associates in meeting their career objectives and delivering staffing services where we can create and grow value. As your strategic partner, we’ll help you take your staffing initiatives to the next level, whether it’s onsite programs, direct hire placement, temp-to-hire programs or temporary staffing. Our recruiters are supported by a full-time sourcing department dedicated to finding great employees for our clients. For more information about how we can help you find great employees, contact us today and allow us to help you with your HR needs so you can focus on your company’s success!