Dear Hiring Manager, Hiring Is Broken — So, What Now?

Hiring is the foundation of any organization’s growth, yet the process is often broken. Despite advances in technology, hiring remains frustrating for both employers and candidates. But why is it broken, and more importantly, what can we do to fix it—and what benefits will we see from doing so?

Fixing hiring isn’t just about improving internal processes. It’s about creating a team that can deliver exceptional service to customers, solve problems efficiently, and keep the company competitive. A smarter, faster, and more inclusive hiring process will also make your company more attractive to top talent—and to customers.

1. The Flawed Screening Process

The Problem: Relying too heavily on automated systems (Applicant Tracking Systems or ATS) to filter resumes can result in missing qualified candidates who don’t have the right keywords or formatting.

The Solution: Balance automation with human judgment. Use ATS to handle the initial steps but ensure a human reviews candidates based on their skills and potential. Skills assessments or work samples will give you a clearer picture of their real capabilities.

What’s in It for You:

• Better Matches: Attract employees who fit the role and can contribute quickly.
• Improved Customer Service: Hire people who can solve problems and meet customer needs effectively.
• Faster Decisions: Streamline the process and make quicker, smarter hiring choices.

2. Focusing Too Much on Past Experience

The Problem: Many companies prioritize past job titles or credentials, overlooking candidates who may lack the exact qualifications but possess the potential to grow into the role.

The Solution: Shift the focus to qualities like problem-solving, adaptability, and cultural fit. Candidates with growth potential bring long-term value to the organization.

What’s in It for You:

• Future-Proofed Teams: Employees who can adapt and grow are more valuable as the business evolves.
• Better Problem Solvers: People with growth potential will provide better solutions to customer challenges.
• Attractive to Top Talent: A focus on development and growth makes your company stand out to candidates looking for opportunities to advance.

3. Overly Complicated Interview Processes

The Problem: Long, drawn-out interview processes cause top candidates to lose interest and accept offers elsewhere.

The Solution: Streamline the interview process. Focus on the most important factors—skills, potential, and fit—and make decisions faster.

What’s in It for You:

• Faster Hiring: Fill roles more quickly, reducing gaps in service or productivity.
• Better Candidate Experience: A clear and efficient process improves your company’s reputation.
• Stronger Team: A quicker hiring process means you can ensure the right people are in place to support customer-facing roles.

4. Poor Communication with Candidates

The Problem: Candidates often feel left in the dark during the hiring process, which can damage your company’s reputation.

The Solution: Be transparent about timelines, provide regular updates, and offer feedback, even to those who aren’t selected.

What’s in It for You:

• Stronger Reputation: Companies that communicate well are seen as more professional, building trust with candidates and customers alike.
• Higher Engagement: Candidates with a positive experience are more likely to accept offers and recommend the company to others.
• Customer Perception: A smooth and respectful hiring process reflects your values, resonating with customers.

5. Diversity and Inclusion Issues

The Problem: Biases in hiring practices can lead to a lack of diversity in teams and leadership, which impacts both internal culture and customer relationships.

The Solution: Implement blind recruitment and actively seek candidates from underrepresented groups. Ensure job descriptions are inclusive and appealing to a wide range of candidates.

What’s in It for You:

• Stronger Customer Relationships: A diverse team can connect with a broader customer base.
• More Innovation: A variety of perspectives leads to creative solutions for customer problems.
• Stronger Employer Brand: Companies that prioritize diversity attract top talent and customers who value inclusivity.

So, What Now?

Fixing your hiring process directly impacts both the organization and the customer experience. By improving how you attract, select, and onboard talent, you can build teams that provide exceptional service, foster innovation, and strengthen relationships with customers.

When you get hiring right, the benefits are clear:

• Better Customer Service: A capable, engaged team leads to better outcomes for customers.
• Stronger Brand: Your company will be known for operational excellence, attracting loyal customers.
• Faster Growth: The right team allows the company to scale quickly and meet customer demands efficiently.

Fixing your hiring process may seem like a small change, but the impact is huge—for both your internal teams and your customers.