The positive customer experience….and the power of a simple thank you

We recently engaged a new customer. Actually, I think, that they engaged us rather than the other way round. In fact, the customer overheard a conversation we were having over lunch and felt an amount of empathy with the approach we take to hiring change professionals. In essence, we were pointing out that not many agencies understand the change space, and therefore, source from job boards and databases but cannot differentiate between IT Project Managers and Business Analysts and genuine change professionals. Our approach looks at the market in a different way, engaging in the communities that these people operate in, taking the time to understand the
nuances of change programmes, and seeking recommendations and referrals to get to the right professionals.


In this instance the customer reflected on what we had to say, contrasted this against the 50+ CVs they had received for a Change Business Analyst role with no hire, and decided to give us a call and see if we could walk the walk as well as we had talked the
talk. I am pleased to say that we provided 3 CVs, secured two interviews and placed a candidate who started last month. More than that, the same customer engaged us to hire a Change Manager. We competed against internal candidates and direct sourced candidates from their internal team – again coming up trumps with the stand out candidate for the job.

Obviously, I am proud of the standard of service we gave this customer, but I also see this as something that is our area of expertise and so am not surprised that we filled the roles easily. What really differentiates this experience from most is the fact that our customer took the time to say thanks – the best thing about this is it doesn’t matter how many placements we make as a business, or how big we are, making someone’s life easier and providing someone with a level of service they really appreciate still gives us a warm feeling, it really makes the job that much more worthwhile!

Nick Walrond, MD, Sanderson