How to Deal With Frustrated Candidates in Today’s Changing Market
One of the most notable changes in the tech talent market has been the rise of the so-called Great Resignation during COVID-19. Then, a record number of specialists voluntarily left their jobs in search of better opportunities, higher pay, or a more favorable work-life balance. The active tech hiring during the Great Resignation led to over-hiring in the tech sector, which became unsustainable. So, many businesses implemented hiring freezes and layoffs to stabilize their ops and cut costs. Consequently, many specialists have lost their jobs.
As hiring has slowed down, it has become more difficult to find a job, and jobseekers often express frustration and negativity towards recruiters and companies that are hiring. Emblematic of these frustrations, software developers and other IT specialists complain en masse about multiple interviews over extended periods, lack of feedback, and disrespectful treatment.?
Yet, there are tons of reasons why businesses should be primarily interested in supporting frustrated candidates ??
What Candidate Frustration Means for Businesses
Negative reviews from candidates can make it difficult to attract top talent in the future. A robust HR brand has the potential to cut hiring costs by up to 50%, while poor HR branding can result in companies paying 10% higher compensations to attract talent. Moreover, 64% of consumers, mostly Millennials rather than GenZ or Baby boomers, have stopped purchasing a brand after hearing news that a company is associated with complaints on People ops. This hints to a business that its target audience may be sensitive to any mention of a brand name. Whether it regards an existing team member or a candidate, any questionable people experience comes into play.?
Nowadays, candidates especially feel that companies prioritize their own benefits over the well-being of the hired specialists. Our hiring specialists point out that in 1 out of 10 interviews they hear, “It seems companies only care about their bottom line and not the people”. Such disappointment is the result of accumulated experience after applying to different companies. And such situations should be approached with empathy and understanding, regardless of your plans to hire or reject a candidate. I’d say that it's the same rule of ecological hiring as with well-disposed candidates, but with a bit more effort to endear.?
Dealing with Frustrated Candidates: An Ethical Approach
Here are some strategies, we use at our staffing agency to communicate with frustrated candidates, maintaining professionalism and ethical standards.
1. Practice active listening
When a candidate expresses frustration, it's important to listen attentively and validate their feelings. Don't interrupt or ignore their concerns. Instead, listen to their point of view and show that you understand. For example, you could say, “I understand how the lengthy interview process can be frustrating. Let's work together to streamline the experience and ensure you have the information you need.”
2. Communicate clearly and transparently
Unclear communication is a common source of frustration for candidates. Provide clear instructions on the application process, interview rounds, and time frames. Keep candidates updated on their application status regularly so they stay interested and informed. If there are delays or changes, let them know right away and explain the reasons behind those delays.
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3. Showcase company advantages
While it's important to acknowledge the candidate's frustrations, it's also an opportunity to highlight the benefits of working with your company. Emphasize the company's values, culture, and opportunities for growth and development. Explain how the company prioritizes the well-being of its employees and how the candidate's skills and experience align with the company's goals.
4. Offer support and guidance
Many frustrated candidates feel lost in the job search process. Offer support and guidance to help them navigate the challenges they face. Provide resources such as interview preparation tips, resume writing assistance, or connections to relevant industry events or networking groups. By offering support, you demonstrate your commitment to the candidate's success and build trust in the recruitment process.
5. Stay constructive
Even in the face of aggressive or offensive behavior, it's crucial for recruiters to avoid escalating the situation or responding in kind. Instead, take a deep breath, remain calm, and focus on finding a constructive solution.?
Our staffing team can recite those rules in their sleep.
How to Track Candidate Experience
When a business adheres to all the strategies above, it doesn’t automatically mean you can relax. All candidates approach interviews differently, and even if they seem calm, it doesn't mean that frustration doesn't exist. If to constantly measure candidate experience, you can find areas for improvement.?
Key metrics we track and recommend you do it too
Calculating those metrics takes up to 3 hours per month if automated. If HR tools are not set up properly, it can be much longer. This information can help you allocate resources within your team if you are not hiring with a professional agency.
Beyond metrics: feedback says everything
Feedback analyzing should be a recurring operation rather than a one-time effort. We regularly check candidate reviews and comments about our hiring process on platforms like Glassdoor and LinkedIn. Those reviews, as well as direct messages from even rejected candidates, typically, say that the communication and interactions overall were wonderful. Such reviews are the most reliable indicator that a hiring team has mastered active listening and clear guidance.