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Matchr's Employee Handbook
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Client management

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Communicating with clients

With our clients we have daily, weekly and monthly communication moments. Depending on the type of contract we have different ways of working and communicating.
💪Pro tips:
Always, make sure to establish a friendly relationship before you talk business. Invest time in your client. Understand what she (or he) does in her personal life. What interests her? Does she have children? Where does she live? What does she share on LinkedIn? Anything to establish trust and a friendly relationship
Always be on time
Prepare for each meeting and have a clear agenda and structure
Use every moment to communicate with your client. Remember we are remote so our moments of communication are rare so take every opportunity to do so
Over communicate! We are remote. 99% of our work is invisible to our client. It’s your role to remind the client of every action that you have taken during the day, week and month. Below an example of a daily update via Whatsapp:

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1. Subscription model

When a client is on the subscription based model it is important to constantly update the client on your progress, openly share feedback of what goes well and what doesn’t go well and to make sure that you advice the client where to improve.

Daily check in

In your first week schedule a 15 minute check in with your main point of contact to quickly iterate on the first candidates you have found, double check the sourcing strategy and to build confidence on the clients side that we are doing the right thing.

Weekly update

At the beginning of the cooperation plan a fixed moment in the week to discuss the status of our candidates, priorities, questions that come back when talking to candidates and to simply have a fixed moment to talk to our client.
Who to attent:
Main point of contact of the client
Everyone involved working directly for the client

💪 Pro tip:
Always make sure to plan a fixed moment and make sure to not skip this update call
Use data to underline your arguments both from the work for the client but also from the market (for example on salary levels)

Monthly update

Every month you will have an update call on the progress of our work. Plan this meeting always for an hour and make sure that all stakeholders are present. For this meeting a presentation needs to be prepared. What should always be included:
Summary of the recruitment funnels per role
Analyses what worked well and what should improved
Advice what can be improved on the clients side
Action plan moving forward

Who to attend:
All stakeholders at the clients side
Everyone involved working directly for the client
Maarten or Adriaan

💪 Pro tip:
Always make sure to plan a fixed moment and make sure to not skip this update call
Use data to underline your arguments both from the work for the client but also from the market (for example on salary levels)

2. Remote hiring

When you work on one or several remote hiring roles our way of communicating varies and will be more tailored towards the clients agenda.
Daily check in
In your first week schedule a 15-minute check in with your main point of contact to quickly iterate on the first candidates you have found, double check the sourcing strategy and to build confidence on the clients side that we are doing the right thing.
If the client is unable to do this make sure that you have a direct communication platform Whatsapp or Slack to be able to communicate directly.
The majority of clients are new to hiring remotely. It is very important to explain them all the next steps and also how recruitment works in the specific market you are recruiting in. If you don’t have daily check ins make sure to send daily updates.
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💪 Pro tip:
Don’t let the client off the hook by not setting a clear way of communication with her

Weekly check in

At the beginning of the cooperation plan a fixed moment in the week to discuss the status of our candidates, priorities, questions that come back when talking to candidates and to simply have a fixed moment to talk to our client.
Who to attend:
Main point of contact of the client
Everyone involved working directly for the client

💪 Pro tip:
Always make sure to plan a fixed moment and make sure to not skip this update call
Use data to underline your arguments both from the work for the client but also from the market (for example on salary levels)

Exception: If you have a direct channel to communicate with the client like Slack / Whatsapp and the client is responsive a fixed weekly check in might not be needed. However this can only be done after you have seen this work in practice.

Monthly update

If you work on a single role it is not necessary to have a monthly update meeting. If a client has multiple open roles it is important to schedule this.
Plan this meeting always for an hour and make sure that all stakeholders are present. For this meeting a presentation needs to be prepared. What should always be included:
Summary of the recruitment funnels per role
Analyses what worked well and what should improved
Advice what can be improved on the clients side
Action plan moving forward

Who to attend:
All stakeholders at the clients side
Everyone involved working directly for the client
Maarten or Adriaan

💪 Pro tip:
Always make sure to plan a fixed moment and make sure to not skip this update call
Use data to underline your arguments both from the work for the client but also from the market (for example on salary levels)

The five golden rules to get a referral:

Always be on time
Finish what you started
Always do a little more than expected
Say please and thank you
Do what you promised

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