Why is there such a gap between Sales and Service?

In June 2020, my role at Optima Consultancy Services changed. I was a Recruitment Consultant and I am now the Head of Operations.

How did that happen?

Well, we sat down and discussed the business strategy and the seats we needed to fill; of which, Quality/Operations was one of those seats and I was the best person for it.

I’ve been in Recruitment for 3 years (at the time of writing) and to be completely honest, the Recruitment industry does my head in.

I always knew there was a difference between ‘Sales’ and ‘Service’, but I never realised how big a difference there was; does there need to be that much of a difference in Recruitment? I’ve never thought so.

So, throughout the Lockdown period, I have been researching and speaking with candidates about their opinions on Recruitment as an industry, and how they would tend to choose their agencies, the overriding majority said that the service provided; thoroughness of interview, honesty, feedback, knowledge of the market and effort put into finding the right role.

This will come as a shock to those Agencies that get hold of CV’s from job boards, fire them out over email to hundreds of companies on their database, getting a couple of interviews from nowhere and the first call with a candidate is arranging an interview… but we’ll save that topic for another day.

Anyway, I’m effectively Optima’s Safety Net. My job is to make sure all our Consultants adhere to our values and processes and will make sure our Customers are satisfied with the level of service provided by Optima; this may be through knowledge of market, honesty, feedback at the end of any job process and fulfilling promises. People First is a value that is incredibly important to everyone at Optima, so we needed to find a way to measure this and ensure that we genuinely are putting People First and that our customers feel the same way.

We set up a Survey Platform that will be sent out at various stages of a Customers journey with Optima and the results will be monitored by me. If the results on there are interesting, I will get in touch with the person who filled it in to find out why they answered how they did. This is one of the ways we’re forever evolving

Every Recruitment Company says they want to be different these days, whilst maintaining the old principles but think a few nice pictures/videos on LinkedIn/Instagram will change people’s perceptions. We genuinely believe we are different, we’re a consultancy, and ultimately, we’re here for you. I’m here for you and I won't stop until everyone out there who knows Optima Consultancy Services knows that we put People First | Don’t assume, we find out | make sure what we do, we do well | are Forever Evolving.
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