People are often surprised to learn we work with many different departments when tackling their customer experience issues. Because customer experience touches so many areas of the organization, and because it often isn’t housed in one particular department, it’s not uncommon to work with a CEO in one organization and a user experience director in another. Our work with human resources, however, can be really interesting and impactful. Human Resource (HR) professionals are often victims of their own processes. They have been forced to create process and procedure to the point where it’s painful for all involved. They don’t often see their role as client or customer facing, so they feel disconnected from the customer experience.
That has to change.
HR interacts on many levels directly with the customer experience. One I am passionate about is job postings. How you describe a job and attract talent is often the first impression of your organization and has a direct impact on the total customer experience.
Job seekers and others are peeking into the way customers are treated and the culture. Check out the difference of the typical job posting and the culture-focused one.
Typical (pulled from Monster.com this morning)
BASIC FUNCTION: Position is responsible for conducting moderate to complex analysis in assigned area to include monitoring of resources, evaluation of processes and presentation of historical information trends to ensure optimal departmental effectiveness.
Must be able to demonstrate knowledge and skills necessary to perform all job related activities as outlined below.
1. Bachelor’s degree in health care administration, business or a related field.
2. 2 to 4 years experience in healthcare planning/operations.
3. Demonstrates commitment to the Partners-in-Caring process by integrating our culture in all internal and external customer interactions; delivers on our brand promise of “we advance health” through innovation, accountability, empowerment, collaboration, compassion and results while ensuring xxxxx.
4.Desired candidate must have Six Sigma experience.
1. Manages resource consumption to achieve financial savings.
2. Prepares basic analyses to evaluate and modify existing process to generate additional efficiency, support new/expanded services and facility/equipment acquisitions.
3. Identifies areas for improvement based on operations of service to improve capacity, efficiency and overall effectiveness. Implements and monitors identified changes to assure success.
And on and on and on….
Yes, culture is mentioned but it’s buried in a sea of boring corporate speak.
Now check out how Zappos, the current company culture champion, does it:
“Please check out the Zappos Family’s 10 Core Values before applying! They are the heart and soul of our culture and central to how we do business. If you are “fun and a little weird”—and think the other 9 Core Values fit you too—please take a look at Our Openings and find the one or two that best fit your skills, experience and interest!”
HUGE difference, right?
Have you considered what you are showcasing in your job descriptions? If it’s all about “BASIC REQUIREMENTS” and not about the culture and customer experience you want, then you will simply attract the wrong people.
Your job postings are the welcome mat for your organization. Challenge your organization to view them as part of the total customer experience. They are a vital part of getting it right. How can you help HR feel more connected to the total customer experience and understand their critical role within it?
What postings have you seen that have made you desperate to work somewhere? What about the ones that make you run away?