This is a guest post written by Dr Gemma Munro, an Adelaide-based life coach and facilitator and the Director of Inkling Coaching. Gemma has a PhD in performance psychology and extensive experience working with senior-level leaders to maximise their performance and enjoyment at work.

I know a number of women recruiters and, to a tee, I would describe them as capable, charming and confident. I also know that this confidence can crumble rather quickly in the face of the dreaded client pitch. I have experienced this firsthand, having spent a number of years in executive recruitment. The palms start sweating, the heart starts beating faster, and suddenly all our usual confidence and charm seems to sink into our stockings.

Over the years, I developed a number of techniques to start enjoying client pitches – and what do you know, my success rate improved phenomenally. I’m now a coach and facilitator, but client pitches are one of my favourite parts of the job. Here are my top five tips to shine in front of clients and make the most of every pitch opportunity:

1. Create a pitch that captures your clients’ attention

Most clients have one question going through their minds when listening to a pitch. That question is ‘what’s in it for me?’; in other words, how will this recruiter make my job easier?’. To pitch well you need to put yourself in your clients’ shoes – what problems are keeping them awake? Shape your pitch around what is going to make your clients sit up in their chairs and listen. Address their needs, never yours.

2. Engage in some armchair rehearsal

Did you know that the great Laurence Olivier used to walk on stage before almost every performance and announce to the empty auditorium, “You are about to see the best show you have seen in your entire lives. And I will be delivering it. You lucky people”. Being not quite as famous as Laurence Olivier, most of us will need to say something similar to ourselves quietly before we step into a pitch. An equally useful technique is to spend a few minutes each day before a meeting visualizing ourselves in the pitch meeting looking, sounding and feeling confident. Works a charm.

3. Do the wall stand

Just before you meet your client, stand up against a wall so your body is flat against it, then walk into the room maintaining this posture. It’s amazing how it calms your nerves and centres your body (and, as a bonus, standing this way makes anyone look assured and at ease).

4. Fall in love with your client

A quick disclaimer – this tip is metaphorical, not literal! But it’s amazing how well it works. Think back to how you communicated when you were falling in love. You maintained intense eye contact for long periods of time. You looked at your lover as if she or he was the most fascinating thing in the world. Do the same with your client – look them in the eyes, be genuinely interested in them. Most people are seeking one of two things; to feel valued or to feel important. Your client is exactly the same.

5. Reframe your pitch as a chance to help your client

One of the most useful things to remember is that your clients won’t be thinking about you much at all. Like most people, clients are wrapped up in their own world and are just looking for some help or hope – this is something you can give them. Take the emphasis off yourself, and place it on making a difference to your client.

As a motivated, accomplished recruiter, what you have to offer is of exceptional value. The trick is to know it, but then to remove the focus entirely off yourself and onto your client. And the other trick? Over time, give yourself permission to have fun in pitch meeting. Pitches always represent an opportunity to help your clients tremendously. What a privilege.

To the smart, savvy women out there

If you’re interested in building your confidence and skills as speakers, I am running my Speakeasy program on June 18-19 in Adelaide. Speakeasy is a two-day workshop for a small group of women who want to communicate and pitch more confidently, effectively and authentically. Designed and facilitated by Dr Gemma Munro, the program is specifically for women who are smart, self-motivated and positive in outlook, but who believe that they do not communicate their full potential when speaking to a group.

About Gemma Munro

Gemma is an accomplished public speaker herself. She is known as a highly skilled facilitator with an engaging, energetic and compassionate approach. She has presented her research nationally and internationally, and has won several prizes for her speaking. Gemma is also a long-time performer, having toured Europe, the United States and Asia as a classical and folk singer. She understands performance nerves, having experienced them first-hand, and she is deeply interested in helping others to get the fear out of the way and experience joy and success at work.

Visit www.inklingcoaching.com for testimonials from clients and participants who have worked with Gemma.

Just last week I spent a coaching session with a female recruiter who is both young and attractive – a combination that she perceives is proving a little tricky in securing more senior work.  The assumption is that she doesn’t know what she is talking about, doesn’t have as much as experience and couldn’t possibly do as good a job as the more ‘seasoned’ recruiters in the market.

A CEO (a man in his mid 60′s) told her that she would have a tough time ‘making it’ in the market. When she enquired why, he said being young and good looking would mean that a lot of people would automatically think she lacked substance! Really? Isn’t that a little old fashioned? Aren’t we past that day and age of outdated thinking? Perhaps not and truthfully people generally won’t admit to making these assumptions or give you the time to prove them otherwise.

I decided to play devils advocate.  How can you prove to me that you are capable of doing this type of recruitment I asked her? What confidence can you give me that you will do a good job and deliver results? After our 90-minute session, here is what we uncovered:

1. Mind set & belief – you can’t buy into someone else’s incorrect perceptions of what you might or might not be capable of.  If you belief you can, then you can.  If you wavier, doubt or demonstrate insecurities, you will never convince a third party of your abilities.  Be clear on your knowledge, ability and results.
2. Walk the talk – I had a consultant who worked for me many years ago who was beautiful, young and had a high-pitched voice.  She was convinced that clients didn’t take her seriously once they saw and heard her.  To combat this, she wanted her physical presentation to represent her ability (she was extremely capable and delivered top performance results).  Small things like tying her hair back, wearing glasses, dark coloured suits etc all helped her own confidence in walking the talk – portraying the image she felt was more representative of her abilities.  There is nothing wrong with a “fake it until you make it” approach which involves exuding confidence, remaining calm and delivering an educated response.
3.  Tell them – having your elevator pitch ready is critical to answer “…and why should we use you?” What makes you different from the last Consultant? This pitch should describe your offering, differentiator, benefits and the results you deliver.  However, let’s face it, most Consultants’ say similar things, which is why you need to be able to communicate this with passion and conviction to then back it up with real examples.
4. Show them – actions speak louder than words! Using visuals in a pitch is very convincing.  Get really specific – show an example of a campaign, search methods used, how many candidates you had, where you found the successful applicant, timeframes etc.  Any piece of data (think facts & figures) is going to help build your pitch and show the client you have done this before and the results speak for themselves.
5. Risk-free – giving the client a “what have you got to lose” enticement is helpful in getting them over the line.  What can you offer that your competitors won’t? Is it a longer guarantee, testimonials from a similar campaign or client? Less financial commitment upfront or a timeframe deadline? Entice them to take a risk and give you the opportunity.

Regardless of industry, role or level of experience, we all have to prove our capabilities, demonstrate our experience and be able to articulate our offerings in a compelling and convincing way that brings long term opportunities and results – regardless of looks.

I don’t know about you, but with any service offering, I would much prefer to deal with someone who is enthusiastic, shows commitment, has the ability to do the job and will bend over backwards to deliver the results.  Of course, having beauty and a brain appears like the ultimate combination –but this is business, not speed dating!

Perhaps being genetically gifted gets you in the door, but brains may ultimately win you a place at the table?

Nicole is a Fellow of the RCSA and a current RCSA council member in South Australia. Nicole combines her recruitment, leadership and coaching expertise to work with other recruiters and organisations to achieve their own success through increased performance.  

Raymond certainly wasn’t backward in coming forward and was quite open in his observations and thoughts of the Adelaide business community.  I found his opinions to be refreshingly honest. In short, some of his comments included:

• SA businesses aren’t aggressive enough – it’s just not part of our DNA and in general we have a glass half empty approach – being too quick to see what’s wrong vs. what’s right

• There is a real skills shortage and this means we need to attract external talent to SA by looking at transferable competencies rather than exact experience

• We are very very lucky, there is a real opportunity here in SA right now – we just don’t realise how good we have it

• Not enough attention is paid to organisational culture and embedding the right values and behaviours that deliver successful outcomes

• We don’t support risk with the possibility of failure here vs. the US where innovation and risk are supported and expected

• “People are our most important asset” – everyone says this, but how do you transfer this to your bottom line? It must come back to your culture and be entrenched in everything you do

I certainly felt he illustrated the conservatism in the Adelaide business community that “newbies” to our city usually describe and perhaps our definite lean towards pessimism not optimism. What they really mean is that we generally don’t like change and there is a fear factor about doing something different, taking a risk, considering alternatives or developing new relationships.  Doing things the way we have always done them tends to be our auto pilot strategy.

The bigger picture here of course is what Raymond highlighted  - that we are potentially missing a much larger opportunity.  This could pass us all by if we don’t come together as a business community and support each other, consider new alternatives such as joint ventures to win bigger business and be open to change.

His over-riding theme and certainly based on his own business success, was clear and not linked to the economy, market conditions or political landscape – it was this: business success still comes back to people, culture and leadership. Without these key elements at your business core, the rest is pointless.

Let’s agree – Adelaide is a great place to do business. We have growth industries, we have talented people, we have the lifestyle and the cost of living, so we should all be open to new ideas and ways of doing things and embrace the opportunities before us by taking action with an attitude of positivity.

I think at some stage in our careers, we all have experienced moments like this when we feel like a headless chook and seem unable to get in front and on top of our workload and this often spills into other aspects of our lives.  For me, it was in early 2003 – a couple of years after establishing a new business and giving it my everything to get it off the ground.  The passion, excitement and determination to create something successful was a driving force that also pushed me closer to the burnout zone.

I learnt that feeling like I had a lack of time, meant that I had to prioritise to gain control over my day.  Several things needed to change, some were relatively small in concept and simple in application, but they made a significant difference immediately.

1. Role definition – get a blank piece of paper and write at the top what is my job? What are the 5 major tasks to achieve this? What 5 things am I doing that I can delegate? And finally what steps can I take to delegate them?  For me, such a simple exercise clearly showed me that I was spending nearly half my time on tasks that I could easily get someone else to do and I was too “hands-on” in the business managing rather than leading.
2. Urgent vs important – any time management guru or text will explain that we spend too much of our day reacting to what appears urgent rather than on those activities that have a direct impact on outcomes.  This became very clear to me as I proof read documents, approved invoices, accepted interruptions from other internal departments and got distracted by administrative processes.
3. The “to do list” – a non-negotiable, essential tool that I have used every day for the past 15 years. It has become legendary with every person who has worked for me and they will tell you that I live and die by it.  It numbers and lists every task specifically that needs to be completed for the day.  It has to be specific eg: call Tony Jones re: ad approval or complete reference check on Mandy Smith.  Grouping tasks or being generic such as do reference checking or ring clients doesn’t get done because it isn’t exact or measureable.  Once completed, ticked off, it becomes a single document that lists all tasks – not using different systems such as outlook, sticky notes and a notebook – one system, one list.
4. “Big rocks” – becoming clear on the “big rocks” – that is typically between 3 – 5 of the most important priorities that you do that deliver the outcomes you want to achieve.  Figure out what they are and spend at least 70% of your week doing them. For me these highest payoff activities were performance management, business development, coaching and sales training.
5. Empowering others to take responsibility – when it’s your own business or where you have direct accountability for specific outcomes for a division, it can be hard to let go.  The moment I delegated authority, allowed people to make decisions and learn for themselves, the confidence and trust grew.  The result for me was more time and less stress, as I wasn’t holding sole responsibility for everything that happened. A weight was lifted off my shoulders.

The secret to gaining more time is through priortisation and focusing on those things that actually make a difference to what you are trying to achieve.  In the words of productivity guru Timothy Ferriss, “being busy is used as a guise for avoiding the few critically important but uncomfortable actions”.  I couldn’t agree more.  It is so easy to fill our days with unimportant, seemingly urgent but irrelevant ‘busyness’.  To my friend I say, “stop, revisit your purpose, get clear on what tasks actually contribute to achieving your results and don’t procrastinate by being ‘busy’”. You will never get more hours in the day, but you can certainly control what you put into the hours that you have.

So does my friend need more time? No! If that were a possibility, she would just fill it doing more of the same unproductive stuff she is doing now and in essence be no more effective.  Having more time doesn’t equate to greater effectiveness…but being effective will create you more time.

Nicole Underwood provides business coaching to leaders and owners who are seeking to improve their results through more effective leadership and communication.  A recent client has said “Her effervescent style coupled her with extensive experience in her field is a joy to work with. She is non-judgemental and not controlling in her style. I would highly recommend Nicole to any emerging leader who needs tips and support in growing a team. She is a first class consultant.” Business Owner, March 2012.

*This article was originally written and published for Training Point in January 2012

There were two things that really stood out for me.  The first was the process, where everyone, (her teacher, classmates, Principal and us as parents) was asked to contribute by saying what they admire about Charlie.  It was amazing to hear the perceptive things girls at the age of five were contributing. Quite frankly, it floored me. I can only imagine what this does for their self-esteem and confidence. The second thing was what the Principal said about Charlie …… she has presence.  Of all the beautiful things she said, she mentioned ‘presence’ three or four times.  She said that every time she sees or interacts with her, she is struck by the mere presence that she commands in a room or situation.

It got me thinking about this intangible presence and how to get it.

I like to think of it as charisma, the x factor, that something you can’t quite put your finger on.  That feeling when someone who has presence walks into a room and you feel their energy. Put simply, it is that unknown factor or the unexplainable thing, which adds a certain value to that person where you are drawn to listen to what they have to say.

I believe having this presence goes a long way to making a successful Recruiter.  I have seen those who ‘have it’ and those who have had to develop it and the difference in their success can be significant.

When trying to define it with Consultants in the past we have discussed public speakers, sales people, celebrities and people in our own lives to help us get clear on what this presence is and how to develop it.  I think some people are just born with it – and maybe this is already Charlie (think of me when she’s about 15!) and others can develop it and fine-tune it to assist in business meetings, presentations and winning new work.  There is just something about it that makes us want to be around these people and hear what they have to offer.

After a brainstorming session with Consultants on presence and how to get it, a range of ideas came flooding forward and the five main themes included:

1. Body language – stand tall, look confident, carry yourself in a way that attracts attention. One Consultant mentioned that image is still really important in making a great first impression.
2. Communication – speak with conviction; be concise and sharp in delivery.  It is rare to be engaged by a waffler!
3. Listening skills – ability to make everyone feel important and heard.  I’ll never forget my interaction with a particular speaker some years ago. After her talk I went to speak to her, and while I was talking to her, she kept looking right past me to see who was more important in the room that she could be talking to.
4. Know what you want – be able to lead and control a conversation to stay on track and gain an outcome.  Being clear on your message and what you stand for.
5. Demonstrate with stories and real examples – people with presence have the experience to back up the theory.  They can easily share a story or re-count examples to demonstrate their point, making it easy to connect with them.

People who have presence inspire, engage and more often than not, educate others in a way that stimulates our thinking and questions the status quo.  As a Recruiter, you need to stand out from the crowd just to be given an opportunity to deliver your presentation.  Presence can be a significant competitive advantage.

Who do you know that has presence and what advantage do you think this gives them?

It got reinforced to me when a client said his staff surveys revealed that they still want more communication from the top.  He says this issue comes up every year, yet he feels he communicates all the time!

Communication is a constant issue for all leaders. I clearly remember one of my mentors telling me early in my leadership career – communicate everything or risk others communicating on your behalf. That is, in the absence of information, staff will just assume and make it up.  That’s how gossip starts and ‘poison’ can infect a culture.

As a leader, I learnt to communicate often and share information.  I believe this was one of the key factors in building a high performance culture and trust in my last organisation.  In some recruitment companies, no financial results are shared – team or individual.  This ‘confidential’ information is kept under lock and key and protects those who are potentially having a ‘bad month’ or in non-performance.  I take the opposite approach – share the budget, the goals, the business top line results, individual results including sales leader boards, industry benchmarks – the more information and data the better.  It builds trust, gets buy-in, will explain why some decisions are made and increases performance and accountability.  I felt I could never communicate too much.

Communication starts from the top and the leader sets the tone.  Decide what is and isn’t acceptable, what methods and forums are suitable for what messages and then be consistent.  For example, I’ll never forget the day I received a text message giving me a salary increase! Good news? Sure. Appropriate device?  Probably not given the importance and sensitivity of the message.

Regardless of situation – whether it is in business, our personal lives, or buying a product or service, the key to having a favourable experience is one where the communication is clear, your expectations are met and when you feel you have been heard and responded to.  Perhaps we never master communication perfectly and perhaps we can always improve and get better.  The solution is having awareness and then checking in with our audience to ensure that we are on the right rack and are being perceived correctly. Ask your staff – “are you clear in what we are trying to achieve?” Ask in an interview “does that answer your question, is that what you were looking for?” Ask your support staff “what’s your understanding of my request?” This technique allows you to gain feedback on your delivery and to see if your message has been interpreted correctly.

Communicate often, communicate verbally, communicate expectations and regularly check-in to ensure you are being effective in your delivery.  Communication is rarely perfect – but I can guarantee you can’t be criticised for telling too much, too often or for asking for too much feedback.

“Skill in the art of communication is crucial to a leader’s success. You can accomplish nothing unless you can communicate effectively.”

I find through my coaching that success ultimately is very different for everyone and it can be quite a personal definition.  Mainstream success usually equates to financial wealth, asset generation, career climbing and social status. But is that your definition?  I like Christopher Morley’s “there is only one success – to be able to spend your life in your own way”.  That is, what you want it to be and what you’re striving for.

It has propelled me to reflect on my own journey as it has been 8 months since I decided to leave my executive role to start my own business (Quit while your ahead….10 tips for going out on top).  I know from the outside, it appeared like I had ‘everything’, but on the inside I wanted to contribute more in my own way and create something unique, that not only I could call my own, but live and breathe my offering that genuinely makes a difference to others.

Chris Savage’s blog post got me thinking last week (you can read it here) about success and living life authentically with no regrets.  He talks about ‘people on their deathbed living with no regrets’. I can honestly say I haven’t been that in touch my ‘spiritual’ side – always choosing to invest in my health, family, career and personal development as a priority.  However, I have to admit that a month before I actually made the decision to go it alone, I was at a corporate function – a fundraiser for the Julian Burton Burns Trust when I experienced something quite unusual.  There was a tarot card reader there and my team thought it would be fun to have our ‘futures told’.  I didn’t think twice – a bit of fun!

My cards read that I had an amazing opportunity, something that I had wanted to try for some time and that I should trust it.  This spinning wheel of opportunity was going to affect other areas of my life (family, finances etc) initially, but it would ultimately be successful.  Now, for you skeptics, yes this could have been referring to anything and been a “generic” reading, but does it matter? Sometimes we need a push and even if it comes from an unusual source, perhaps we should be more in tune with the messages the universe sends us! Of course I didn’t make my decision based on a fortuneteller, but it certainly gave me some added inspiration to propel me into action.

I realised I was in my comfort zone and it was a nice place to be (Are you green and growing or ripe and rotten?) but someone once said to me “sometimes being safe just means we live in the shadows of how great we can actually be”.  That being said, success to me means driving forward for my own purpose, living authentically with the intention of positively contributing to others.

It took some time, but I feel immense satisfaction that I took the plunge and like Chris Savage says, I have no regrets!  Sometimes we spend so much time focused on building the success of what others want or the image of what others think success is, that we forget about actually doing and achieving those the things that are important to us and actually make us happy.

Set your own agenda, define your own success and then enjoy the journey of making it happen!

It raises the question “can a part-timer be successful in a senior leadership role”? And what if the best person for the job is a part-timer?

I know when I returned to my general management role part-time in early 2008, I was met with a few challenges in terms of negotiating my new conditions and proving my contribution wouldn’t be any less just because my hours in the office had decreased. I had the support of my team who certainly weren’t concerned and I was positive, as I didn’t see that what I was doing was any less or that it was going to lessen my contribution.

The truth is there is still a stigma around part-time. There I’ve said it. Even if you, your boss and your team are all supportive and encouraging of such arrangements, you are constantly surrounded by other opinions, judgments and sometimes-even envy of being part-time. “Oh you’re part time” can often be the response, as if what you do is less significant and that you aren’t contributing as meaningfully as your full time counterparts. In this day and age, you would think the actual hours you are paid would be irrelevant as we embrace blending work-life balance and structure our businesses to ensure all employees have flexibility to achieve their goals inside and outside of work.

Last week someone in my network was on the look out to fill a mid-level role and I knew of someone with the right industry experience, degree qualifications, who lived close by (important for this role & location) and had the strong intrinsic motivation for the position.  However, this person wanted part-time.  The client dismissed it almost immediately. “No, we need a full-timer for this position”.  Well, no, you need someone to perform in the role, produce results and contribute to the company’s overall revenue.  The immediate assumption was that a part-timer could not achieve the objectives of this role.

Funny isn’t it, because the most successful financial year on record when I was in my leadership role, I was part-time and nearly half of my workforce were under some type of flexible work arrangement.  These agreements grew loyalty, increased retention and ultimately delivered higher results.

Looking at the flip side, sometimes people returning part-time don’t want to continue at the same level or want the same pressures or responsibility. A good friend of mine who is in a senior marketing role with a global business is going through this right now. In 3 days per week she is still expected to do a full time load plus some and it’s taking a toll. With two small children under the age of 5 and a husband who has an executive role involving lots of travel, she wakes every day at 5am to get herself and the household ready before doing 2-drop offs and getting to work herself.  To keep on top of her workload she often works into the late hours of evening to ensure her contribution, performance and achievements continue at the level that they were when she was full-time. Like many women in similar situations, she doesn’t want her performance to suffer due to fewer hours in the office.  The cost of this is less time with the family, no time for herself and even health consequences due to constantly being rushed and running on adrenalin.  It came to a head this week where she has said enough – we need to reduce the workload or I have to go, as this is not sustainable.  As senior talent she is pegged for a directorship and of course they don’t want to lose her so a compromise is being made.  I think she did the right thing speaking up, but too often part-timers suffer in silence not wanting to appear weak or incapable because “aren’t they lucky” to have a part-time role especially at an executive level.

Until we stop measuring performance and success by job title, status and hours and focus more on contribution, achievements and outcomes, the stigma of part-time will continue to exist. When considering suitable candidates for roles – the focus should be on skills and experience and more importantly competencies and motivational fit because the best candidate for the job just might be part-time.  Let’s lose the negative connotations of part-time and focus on the right person in the right role every time.

There was one question that came up about three quarters through my presentation “you’ve spoken a lot about culture today…. what is culture anyway?”.  As a public speaker, there is always a small sense of dread getting a question that you may not have an immediate answer to…. but this one, this one I could talk about for a whole other session!

My immediate response was that culture is the values that guide internal behavior and action within an organisation.  Someone else in the room quoted the movie The Castle saying, “it’s the vibe of the place”, another said, “It is the unspoken expectations of how things are”; another said, “It determines whether you fit it in or not”.  It is such an intangible element, yet the most important aspect of an organisation.  A cohesive work culture is a powerful retention advantage and an organisation that stands by its values in everything it does – action, behavior and consequence is important to staff.

It is the number one question I get asked at interviews about a potential new employer “what’s the culture like?”. This can sometimes be hard to articulate and to describe to a third party – but it is an essential step in winning over a prospective employee.  Why should they leave their current role to join your company? In this day age, it has to be more than the job description and the pay because you can be assured there is a comparable job down the road. Culture is the differentiator - it is the intangible ‘something’ that can get a star candidate across the line.

I had a marketing executive call from Melbourne this week wanting to discuss the Adelaide market and potential opportunities.  He understands that finding a similar level role and remuneration may be difficult, but he is more interested in the right ‘cultural fit’ and returning to his home state.  He will only move if this match is right.  He is representative of a large proportion of the ‘passive’ market that is open to change and opportunities, but still need to be ‘sold’ on culture and an employer’s value proposition.  The problem is that so many companies still can’t successfully articulate this offer.

I know recruiting for myself; it was only when I could confidently communicate the culture at interview stage that my rate of hiring the right people and keeping them skyrocketed.  I didn’t do the big sales pitch – just here it is, warts and all. I learnt what were the two things about our culture that made people thrive and stay and they were also the two things that made people leave. It was not uncommon to get to the end of the interview and agree that it wasn’t the right match for either of us. Better now than later I say.

The same with clients. I was recruiting for the mining industry last year and I had a technically competent candidate who ticked all the boxes in terms of skills and experience.  After an hour and a half, I knew that there wasn’t a cultural match – he was motivated by flexibility and being able to blend his work life with family life.  For this particular organisation and role, the culture required strong achievement drive and a commitment to long hours and travel.  That’s okay of course; it just wasn’t the right fit.

The hardest part for recruiters as well as companies recruiting themselves is to be able to articulate the internal workings and behaviors of the company without being apologetic about it, in an honest and compelling way. Then sticking to it – even when you know it’s a great candidate in front of you, being able to walk away because ultimately you have different values and ways of operating is critical to long term retention.

Not sure how do you articulate your culture? Ask your staff!  They will tell you and usually come up with better descriptions and examples – especially about the unspoken culture.  My first week at Recruitment Solutions back in the late 90′s, I went to head office wearing a pantsuit.  The girls in the Sydney office looked me up and down, took me to lunch and told me that women weren’t allowed to wear pants! What? That wasn’t in the manual! I had been through induction that covered values, behaviours, standards etc, there was nothing about not being able to wear pants! Internal culture – you won’t always find the answers in the training manual.

Remember that in the race to recruit and retain the best and brightest means being able to convey your culture – what is so great about working here? Include this in your recruitment process – at the end of the interview have a 5-minute spiel about culture, expectations and values. Save yourself and the individual a lot of time, money and emotion by getting the culture fit right upfront.

Culture is everything. It is still one of the most important elements to attract (and keep) the best people to your organisation. Get a jump-start on your competition and recognise that at the core of what makes good companies great is a strong organisational culture.

Of course for those that don’t have a great culture…don’t worry about trying to articulate it….perhaps we should get together and discuss how to improve it?

The recruitment industry is notorious for its continuous flow of calls to clients asking for appointments.  This in itself gives us a bad name.  Now, I agree, don’t get me a wrong, a cold call with no purpose, interrupting my day for what seems like only their benefit, is completely annoying.  I tap my foot thinking yes? So what? What’s in it for me? I assume that many clients feel the same way when Recruiters ring.

One of the problems is that many Consultants start their week, look in their calendars and realise that they don’t have any appointments for the next 5 days. Their weekly meeting with their manager is that day and they will be asked, drilled, coached, questioned or in some consultancies have strips torn off them for not meeting their KPI’s.  I’ve heard of these experiences from many Recruiters over the years…including one boss who waves $20 in the air for the next consultant who jumps on the phone and wins a client visit.   There’s another manager who stands directly behind her Consultants until she is satisfied that they are actually doing their marketing.  Hmmmm and we wonder where our bad rep comes from?

Picking up the phone will the sole intention of winning a marketing visit is a recipe for disaster.  The client can hear the desperation in your voice, they will detect that you need to meet your quota and that you’re just another ‘sales person’ trying to fill the week with appointments.  I’m sure with this approach most consultants don’t have a very high hit rate nor a very high job satisfaction level.

Tip 1 – Mindset

Changing a Consultant’s mindset from “I’m annoying”, “they don’t want to hear from me”, “I’m the 100^th recruiter who has called them today”, can be a challenge to overcome!  Especially when you have a Recruiter who is a top performer and is streets ahead of the competition in terms of knowledge, results and ability. The shift occurred when I could get them to move away from thinking ‘get the appointment’ to ‘what’s in it for them’.  This successfully moved the mindset from annoying sales person to helpful expert. Approaching the conversation in terms of offering, differentiator, benefits and helpfulness broke down a lot of barriers and stereotypes.

Tip 2 – Strategy

This is where a lot of Consultants go wrong – they simply don’t have a targeted approach as to whom they will call.  Yesterday I was in a client’s office who was using the yellow pages for a screen monitor boost and that’s about all it is good for these days.  You can’t build a profitable client base from random lists or with a scattergun approach.   When starting a desk from scratch, I would recommend Consultants start with something familiar – perhaps an industry they have worked in previously to give them the confidence to start.  With no strategy, there will be no success.

Tip 3 – Always have a real reason to call

Don’t pick up the phone without having thought about what you are going to say first and please don’t ever ring to ‘touch base’ (a pet hate of mine)! . When I coached Consultants on this particular issue we would brainstorm all the reasons why you could ring to speak to a client and then what were the benefits for them in taking your call.  It is amazing how many reasons there are to call a new potential client – to tell them about a star candidate you have recently interviewed, to ask for their help/advice, congratulate them on a recent piece of news in the media, to follow up a previous conversation, to invite them to a function, to ask for an introduction to another person in the business etc etc. The list is endless. Just make sure you have prepared your plan of attack before picking up that handset.

Tip 4 – Technique

Do your Consultants know how to prospect new business? Might sound like a silly and very basic question, but have they been taught and shown how to make these calls? A client of mine recently instructed her team to make 5 calls to existing clients to generate referral business.  The instruction was clear – make 5 calls by the end of the week.  By Friday morning, no one had even started their calls.  They were petrified! After a further conversation, I uncovered that there was no strategy, training or instructions about how to go about making the calls and what could be said.  As soon as she ran through some scenarios, techniques and quick role-plays, the team was off and running. Never assume people know how to make effective calls.

Tip 5 – Big picture outlook

The amount of procrastination, excuses and palaver that goes on in consultancies in order to avoid ringing clients is amazing.  Two techniques I would use to help overcome this with Consultants were to get them to focus on the bigger picture – what is the goal? What are the benefits they receive in achieving them (see staff mojo….planting the seeds of motivation)? In the scheme of things, picking up the phone and having a conversation is pretty insignificant right? The other technique is to do your hard tasks first – speak to 3 clients, make 2 appointments etc before doing anything else.  This focus on taking action and “do it until it’s done” was another successful strategy.

Tip 6 – Referrals & common links

To ensure you never make a cold call again, use your existing networks as well as common links to make new connections.  This can be as simple as “I’m in the area visiting client ABC”, through to industry associations to suppliers to direct referrals.  People are always going to feel more comfortable doing business with people they know and trust or if their connections are already working with you.  The power of connections is proven with Linkedin, Twitter and Facebook.  Every interaction is an opportunity to ask for new business or to ask for a new introduction or referral.  It takes discipline to form the habit of asking – but remember the benefit is no more cold calling.

Prospecting new business is a means to an end. It is a necessary ‘evil’ to get in front of new clients and to be given the opportunity to then develop relationships.  We all want the easy road to a full list of clients we love working with, but it takes discipline and action to achieve this end outcome. A shift in mindset is essential to move cold calling to a conversation and being clear on what’s in it for them to see you.

Get on the phone, get out of the office and remember being face to face is where relationships are built, opportunities are discovered and results are made.