With many recruitment companies expanding their teams I’ve noticed that I am questioned more and more about giving feedback; especially as it often doesn’t give the results that billing managers want.
Over the next couple of articles I want to delve into the area as it’s vital to give feedback well if you want to improve your team’s results.
The good news is that feedback both positive and developmental, can have a huge impact on your billing team’s performance.
Types of Feedback
There are two main types of feedback motivational and development. From this day forward please remove the word negative feedback from your vocabulary it’s useless and totally unhelpful!
This is easy and will have a huge impact on your billing team. The purpose is to build confidence, encourage and reinforce the behavior you are commenting on.
Step 1 Describe the behaviours
Here is an example.
“Vanessa that was great the way you asked questions when you were talking to that candidate. You built some fab rapport and getting the name of another possible candidate was spot on!”
Step 2 Refer to positive consequences
“The good thing is Vanessa as you do that more and more you will start to build up a bank of great candidates who you will be able to talk to clients about. That will accelerate your chances of making even more placements; which will be great won’t it?”
Notice how the above interaction is reinforcing the positive behaviour that is going to bring both Vanessa and the business positive results. Complimenting Vanessa on her excellent coffee making abilities though nice isn’t going to have the same impact. Top tip look for ways of giving motivational feedback as a way to reinforce the behaviours you want.
“Make developmental feedback count”
This type of feedback tells your consultants what they need to be doing better and importantly HOW TO DO IT- this is often missed.
Remember the purpose of developmental feedback is to help your recruiters get better and therefore improve their results.
It’s all about improving their performance. Telling someone; “don’t do that or why did you do it that way?” isn’t particularly helpful. However reframing what you say and making some suggestions is. Here is a three step process that, when you follow it will work.
Step 1 Describe the behaviour
“I noticed on that call Vanessa that you asked a lot of closed questions straight away and the candidate ended the call without you getting much information.”
Step 2 Refer to the consequences (negative or positive)
“By asking those questions the yes and no answers didn’t give you the answers you needed did they? If you continue to do that you won’t be able to find out enough about the candidate to know if they are the right person for the jobs you have on the board.”
Step 3 Offer suggestions, ask questions, or give an instruction on future behaviour
“Have some pre prepared questions Vanessa that will open up the conversation. An open question will often result in a more detailed response, for example questions that start with, Who? What? Where? For example you could have asked the candidate what would make her consider a move or what would be important about the culture of an organisation for her to say yes to a job offer?
All pretty straightforward wouldn’t you agree?
It is provided you are planned and prepared for a few other things that can cause things to go wrong. That is timing, delivery and their response.
I will cover that next time.
That is our recruitment manager training tip for today and if you would like to know 9 specific strategies to enable your team to bill more then sign up to my new free training webinar – The 9 Keys To Get Your Team To Bill Multiple 6 Figures This Year And Beyond. I’ll be showing you the specific strategies and techniques to get increased performance fast and here’s our link to sign up.
P.S. I go into the whole arena of motivating billing teams in our Billing Manager programme. We open for registration 3 times a year. If you want to find out more call our office on 0845 319 4848.