Why Customer Experience is Vitally Important

Why Customer Experience is Vitally Important


Providing excellent customer service has always been something that successful companies prioritize. However, today business are seeing a shift in this focus from simply providing good service for their consumers to providing a great and memorable experience.

What is customer experience and why is it so important to a company’s success? Here are a few facts that today’s burgeoning businesses need to know to keep their loyal clients and continue to grow market share.

Catering to Today’s Customer

Some fast facts that might surprise you about the importance of customer experience include:

  • Over half of consumers polled are willing to abandon a company they are currently loyal to for a competitor if that competitor provides a better experience.
  • Around two-thirds of polled consumers say they are willing to pay more for a better experience with no other differences in products or services. 
  • Over 80% of consumers say that the experience a company provides is just as important as the products they sell or services they provide.

Creating Great Customer Experiences starts with the Best Talent

Now you know a little more about the importance of creating great customer experiences – how can you ensure that you’re doing this for every customer you serve?

While there is something to be said for appropriate training, recruiting top talent is a key component to great customer experiences. Here are some examples of how Risch Results enhances our own customer’s experiences while helping them find key talent.

  • While many recruiting firms pride themselves on sending clients as many resumes as possible, at Risch Results, we enhance our client’s experience by introducing them to only the best talent. 
  • Finding great talent for hard to fill and unique positions is common for Risch Results. But to make our clients feel at ease with the process we air on the side of overly communicating so that our clients are aware of where we are in the search process.

For the best in recruiting and staffing to get great results in creating quality customer experiences, see the industry experts at Risch Results. With meticulous, comprehensive processes created to find the perfect matches between talented individuals and companies looking for their services, you’ll be glad you trusted your recruiting to Risch Reuslts. Remember – if you’re in business, you’re in the business of creating experiences from the inside out. Let Risch Results help you do exactly that!


What Happened to Our New Hire?

What Happened to Our New Hire?


Has your company encountered a scenario in which a new hire seemed thrilled to be offered a position on Monday, only to reject the job before the week was over? These sudden changes of heart before the job truly begins are not just puzzling – they’re becoming increasingly common.

Sue Shellenbargerin the WSJ article, “Wait, Where Did Our New Hire Go?” explains that one of the main reasons this happens is the candidate’s experience or lack of experience with negotiation. 

Why Is This Happening

Negotiation is something that doesn’t come naturally to everyone, the need to do so doesn’t feel urgent until it is absolutely unavoidable – like the day before the offered job is due to begin. New hires who seemed gracious to accept an offer just days before suddenly back out of the position because they have offers elsewhere, but the employer doesn’t know this and is left wondering where their hire disappeared to.

Or, a candidate may not receive the kind of offer they need. Instead of asking for a better offer or letting a potential employer know that they have a better option elsewhere, many new hires will simply wait until the last minute and withdraw their acceptance of the job – again leaving the employer scrambling and confused. 

What Can Employers Do?

Reducing the chances of ending up on Day 1 without an employee requires consistent communication throughout the recruiting process.  At Risch Results, we make sure we have a clear understanding up front of what our candidate is looking for and the range of compensation for our client. We also recognize that the candidate who wasn’t looking for a job when we first reached out to them may actually be interviewing at other organizations by the time our client has decided to make an offer.  Therefore, we have to ask if they are considering other offers multiple times. Also, understanding our client’s organization besides the salary is hugely important.  We typically ask our clients what makes them unique and why people like to come to work every day.  This way, when we speak to candidate’s about the organization, they are weighing out more than just the compensation.  They are also considering the culture of an organization. 


7 Tips for Attracting and Retaining Talent

How small business owners can build
their team for the long term

In the midst of a global pandemic, it may be more crucial than ever that businesses have reliable talent to navigate an uncertain future. But with foundational changes to the ways we run our businesses, a flooded candidate pool, and the challenge of onboarding remotely, building an effective team can feel overwhelming.

Despite it all, it’s still possible for small businesses to attract talent, engage their teams, increase retention, and ultimately grow! Here are seven simple ideas for attracting and retaining talent that hold true no matter what’s happening in our world.

No. 1: Create a Culture of Collaboration

Employees leave bosses, not companies. If a manager is ineffective or unsupportive, employees may feel marginalized or underappreciated, which increases the rate of attrition. Small businesses have the opportunity to make employees feel like their voice matters by involving them in decisioning and strategizing. In today’s business environment, there’s no room for an us vs them culture.

No. 2: Ensure Your Employees Feel Like Owners

The great game of business is a business methodology and set of integrated tools proven to engage employees to drive profitability and sustainability. (It’s also the name of a book around the concept, written by Jack Slack.) Business transparency ensures that every employee is involved with the understanding and tracking of key business numbers. If there’s a decision to be made, people with relevant knowledge or expertise are asked their opinions — and rank doesn’t matter.

No. 3: Conduct Behavioral/Cultural Assessments

Considering “fit” in the hiring process is one of the best ways to hire the right talent and increase engagement and retention. Risch Results believes by using a reliable behavioral assessment to measure the innate characteristics of how a person thinks and is truly wired, employers can create teams that are more productive.    

No. 4: Brand Your Business

Every external and internal communication is an opportunity to brand your business as employee centric. Whether posting on LinkedIn, a blog, or the company website, communicate what makes your company unique, reinforce your mission, and highlight how your employees have helped you get to where you are. 

No. 5: Seek Feedback and Refine Accordingly

A business can’t grow without understanding what’s working — and what needs improvement. Provide employees with the tools and solutions they need to successfully perform their responsibilities. Talk to your employees about what they like and what they wish would change by conducting “stay interviews.”  And engage your employees in the solution process. 

No. 6: Practice Forgiveness

Forgiveness is an important leadership skill.  As Mahatma Gandhi said, “Forgiveness is the attribute of the strong.”  One way to build this skill is to practice empathy by seeing situations from the perspective of your employees.  A culture that encourages forgiveness will improve well-being and increase productivity. 

No. 7: Consider the intrinsic benefits of the position

Leaders need to know the non-financial benefits of a position to attract and keep the best talent.  The best talent is interested in a career, not a position. You don’t have to be Toyota to offer your employees opportunities for growth and development.  Equally important is an opportunity to work with talented colleagues.  If the company is too small, consider affiliating with trade organizations and training events.  7


Real World Match: How We Search for Candidates

Real World Match: How We Search for Candidates

When a company engages our firm to assist with a candidate search, we spring into action, working behind the scenes in ways that the client doesn’t see.

We screen candidates by analyzing their resumes and work history.

We check references via calls and emails.

We dive deep into their background.

And most importantly, we actually talk with candidates. Not just interview them to confirm resume facts, but to converse with them on a more personal level.

Because cultural fit, or lack thereof, is one of the top reasons employees leave their jobs, we make it a priority to ensure that any candidate will be a good match on a character level with the existing employees, managers, and the company as a whole.

For example, one of our recruiters identified a candidate for a manager position at a national wellness company. The candidate looked great on paper, but upon talking with her, the recruiter detected a few red flags. So, she checked references and then investigated the candidate’s activities on social platforms. Some questions arose and we never presented the candidate to the client.

While we had to then go back to the drawing board with our search, something more important happened. We saved the client from hiring someone who could possibly work out for a short while but would ultimately be a mismatch when it came to cultural fit.

By spending time and energy on a comprehensive search, our firm is able to present the best and brightest candidates who not only look great on paper — but are also a true fit in the company’s real world.


The Benefits of Retained Search Firms

The Benefits of Retained Search Firms

Some companies believe that more recruiters searching for your talent equates to greater market coverage. But in the staffing world, quantity doesn’t equal quality. Retained search firms have demonstrated fill rates near and far above 90 percent. Contingent recruiting firms often have fill rates of less than 35%.

Why such a huge difference in fill rate? One reason is because retained search firms like Risch Results are 100 percent sure they will find the right person. We commit to our client that we will not stop a search until we have found a candidate they are happy with. At our firm, the only reason a recruiter would stop a search is if our client’s business need changes or if the client finds a candidate through a referral. A contingent recruiter isn’t going to work as hard since the odds of filling the position are dependent on how many recruiting firms the client has asked to work on the open position.

Retained Firms Search Deeper

Retained firms do more than consult a database. They conduct a deep dive into the market across information channels to find the potential right candidates. This comprehensive search may entail looking at candidates who’ve worked in non-traditional settings, or prioritizing a candidate’s natural or unique talents. Retained search firms can take this methodical, comprehensive approach because they aren’t worried about just getting a positioned filled so they can get paid.

While the reasons employees leave their positions makes for a long list, research shows that at the very top is cultural fit.

Retained search firms will undertake an in-depth search and interview process to focus on identifying a cultural fit. The greater the criteria, the fewer the candidates.
Retained search firms know that by understanding work dynamics and company culture, they can narrow the search to discover candidates who will not only succeed in the position — but also have the best chance of staying in it.

To find the great talent that fits both in skills and company culture, using a better search firm matters.


How Interns Lead Us

How Interns Lead Us

Sure internships help build careers—but not just for the young professional learning the ropes.

The goal of an internship is to foster professional development and positively influence career paths.

But while we often champion the benefit internships have for these bright new stars, there are two other big advantages to consider. Interns can help leaders build their management skills—and fill talent gaps caused by low unemployment.

Refining Skill Sets and Advancing the Business

Over the last several decades, internships have become an expectation along the career trajectory, teaching the newbies the ropes so they become productive.  Scores of C-level executives have held internships, as did Elon Musk, Bill Gates, and Oprah Winfrey.

I also believe that internships can help secure our future labor pool.

As an executive recruiter, clients sometimes ask if I know of students interested in internships. This past summer I introduced a client to an intern named Jonah. His experience with the company was great, and Jonah commented on how helpful the training was for his career. “I feel like the work I did this summer was important,” he said, “and I think that the lessons and professional skills I picked up are what will stay with me forever.”

Closer to home, my eldest son, Aaron, secured his summer internship through professionals he met from a previous internship. (Who needs a mother who owns a recruiting firm when he can find his own job?!)  For three months, he trained at a local commercial bank specializing in commercial real estate and construction loans.

Aaron’s skills grew exponentially from this experience, and he reported that while his boss was always available, he handed over the reins when appropriate. “I respect a leadership approach that puts trust in your employees,” Aaron said, “because it allows the team to do what they were hired to do.”

During his internship, Aaron helped analyze potential real estate opportunities in relation to spreads and market trends. Furthermore, he practiced financial modeling, a skill he hopes to continue to grow in the coming year. Lastly, for the bulk of his internship he conducted a consulting project that assessed the organizational structure and work processes of the bank and then presented the research and recommendations to the president and senior management. These findings resulted in significant savings and efficiencies.

Yes, an intern’s work revealed significant savings for the employer. This is because Aaron’s managers guided him in ways that gave him the freedom to work on his own accord and trust that he would do the job well.

The Cutting Edge of Industry

Interns, by their very definition, are learning. As such, their education is cutting edge, revealing the most recent best practices, technologies, and theories. As a leader or manager, you can use that knowledge to the company’s benefit.

And because an internship is basically a three-month long job interview, leaders and executives can get to know these young professionals through the lens of future employment, or to spotlight any issues that need correcting (or celebrating) within the company culture.

Refining Management Skills

Internships are also an opportunity for leaders to refine their interpersonal and organizational skills. From the need to plan and prepare for the day, to communicating clearly, an intern’s success is partially dependent upon the level of guidance from the manager.

Jonah, for example, said that his managers set him up for success by “helping me with any problem or questions I had.” He also said his managers made sure he was introduced to everyone in the department to ensure he had access to all the resources he needed.

Real World Value

Interns can add real world business value when leaders take the time to leverage their skills. Global retailer Gap understands this, and has reported that the company plans to hire 5 percent of entry-level employees from the training program it runs in partnership with Boys & Girls Clubs of America. And in the technology industry, companies are turning to interns to help fill staffing needs on a regular basis.

Welcoming The iGeneration

As we march into the next several years, millennials will be competing against Generation Z for jobs. Generation Z, also known as iGeneration, represents the largest future employment population to date. These young professionals want money and security in their careers, and they are comfortable taking risks.

In other words, leaders must be sure they know their audience. When working with interns, make a concerted effort to give them the opportunity to learn and practice the skills they need for their careers. Not only will this help the intern today, but it has great potential to positively assist your business tomorrow.


The Talent You Need, When You Need It

The Talent You Need, When You Need It

We can help you fill talent gaps in your department with contract or interim resources.

In the lifecycle of any business, staffing needs expand and contract based on a variety of internal and external factors. An employee takes a leave of absence; your company is launching a new product; high level expertise is required to create processes; training is needed for less experienced employees on a new product or system; interim talent is needed until permanent talent is found; OR, additional support is necessary to get through a busy period.

Risch Results offers staffing solutions for interim talent in several key areas to support the constantly changing demands and needs within your organization.

  • Marketing Strategy
  • Digital Marketing
  • Human Resources
  • Sales Strategy
  • Supply Chain
  • Training/Development
  • Bookkeeping
  • Accounting
  • Project Management
  • Administrative

Half a truth is often a great lie

Half a truth is often a great lie

“Half a truth is often a great lie”
-Benjamin Franklin

According to HireRight’s 2017 Employment Screening Benchmark Report, 85 percent of employers caught applicants lying on their resumes or job applications. Candidates, even at the highest levels, are embellishing their resumes.

What are candidates lying about and are they getting caught? According to Glassdoor’s article “Lying on Your Resume? Here’s How You’ll Get Caught,” it’s easier than ever for a hiring manager to discover that a candidate is not telling the truth. One of the most common lies on a resume is claiming to have a degree or certification when in fact all the coursework wasn’t completed. Employers can easily verify education with services such as the National Student Clearinghouse. Another common fib we see is adjusting employment dates to cover a gap. A quick call to past employers can confirm dates of service. A great way to verify skills listed on a resume is to give an on-the-spot quiz.

At Risch Results, we take our time and thoroughly vet all candidates. Our team is trained to spend time processing what’s on the resume and developing specific interview questions to confirm the facts and unveil discrepancies. For example, how did you reach that goal? What were the steps you took? Have you thought of ways to improve the process? Tell me about problems you worked on and how you solved them?

When a candidate is speaking the truth, words will flow freely and confidently. If they are lying, they will be unable to back-up claims. We also do background and reference checks for any candidate we present to a client.

It’s important to verify what you are told and what’s on a resume by spot checking as much information as you can. Look for quantifiable achievements and avoid resumes that read like a job description.

If this sounds like a lot of work, we can help! Give us a call today and we’ll be happy to help you find your next best employee.


We Specialize in Finding the Right Talent to Meet our Clients’ Unique Needs

We Specialize in Finding the Right Talent to Meet our Clients’ Unique Needs

Risch Results was recently engaged by a North Texas-based manufacturing company to replace a controller who had just resigned. The company knew they needed an experienced individual to lead the department, but they were struggling to identify the level they would need with the budget available.

After meeting with the company to better understand their goals, Risch Results was able to determine the type of hire that made the most sense for their business. We recommended an interim controller to take over while we sourced a strong accounting manager looking for an opportunity to lead their own small department in a growing company. The new accounting manager now handles all day-to-day accounting functions and the interim controller has moved into a part-time CFO role where he oversees the higher-level financial strategy.

At Risch Results, we specialize in finding the right solutions to meet our clients’ unique needs. In the lifecycle of any business, staffing needs expand and contract based on a variety of internal and external factors. An employee might be taking a leave of absence; the organization might be getting ready to launch a new product; extra hands may be needed for a new system implementation. We watch hiring and staffing trends and help our clients examine which strategies work best for their specific situations. Because the workforce is constantly changing, both in demographics and demands, we offer full-time permanent as well as part-time, contract and interim employees.


Why do Workers Quit?

Why do Workers Quit?

I recently read an article on LinkedIn, The Real Reason Workers Quit Their Jobs, and decided to survey my team at Risch Results. Every day we work hard to ensure the talent we find for our clients not only has the necessary skill set and experience for the position, but also a passion for the work. Given this mission, it was important for me to make sure I’m tailoring jobs to my own employee’s passions, talents and work-life priorities.

I asked everyone on the team to tell me what they like best and least about their job. I learned that my lead recruiter felt she was getting plenty of training opportunities, but wanted more customer-facing time; my marketing director enjoys helping with the research process, sourcing and interviewing candidates and my assistant recruiter likes finding new ways to source for unique talent. This is important feedback and allows me to ensure my team has opportunities to develop professionally and to do what they love!

What do your employees like most about their jobs? We’d love to hear from you!


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