Know How To Pick Your Battles

Early in my Recruitment career my boss at the time provided me with a piece of advice that sincerely changed my life, he said: "You have to know when to pick your battles".  At the time I was very frustrated by some changes that had been made in the workplace and I'm sure I was ready to take up arms and do battle with whomever I could to "fix" what I considered was broken.  What my boss was trying to tell me was to slow-my-roll, take time to assess the situation with a clear head, and then determine how important it was to go into battle.  Going into any situation guns blazing without a clear head and enough information is a recipe for disaster, especially in business.

Learning to diplomatically state your opinion after carefully reviewing a situation is a talent some people have never developed and that is unfortunate.  We've all at one point or another worked with a hot-headed person that will ream you out first and ask questions later, or rampage about things that are not, in the larger scheme of things, all that important.  Not only is it uncomfortable, but it makes for a hostile work environment and no one wants to work with a person like that.

Some people come by the ability to pick their battles wisely, for others (like myself) it is a learned skill.  Not that I was ever a combative or aggressive person, I just had a tendency to get up in arms about things and voice my opinion before I took time to fully consider the situation.  Thanks to my prior boss - I developed the 24 Hour Rule and I use it in all aspects of my life.  If something tweaks me the wrong way, I wait for 24 hours to give myself time to mull it over and try to understand the opposing side.  If I'm still up in arms a day later I will diplomatically and thoughtfully state my concerns.

During my years in recruitment I've interviewed all personality types.  I've been in situations where I've had to tell someone they didn't get the job only to have them scream at me and dismiss me as an "idiot that clearly doesn't know what I'm talking about", and I've received emails that advise me to go "screw myself" because I just lost out on the opportunity to work with "the best in the business".  The only outcome to that type of behavior is to be fast tracked to the DNU (do not use) pile.  No one wants to work with someone like that.  These folks could've benefited from knowing how to pick their battles.

The next time you find yourself frustrated and ready to vent your opinions, take a deep breath, then give yourself 24 hours to assess the situation and if you decide its a worthwhile battle - go in armed and ready with a cool head.  "Do you want to be right, or do you want to be happy?".  Some battles just aren't worth the effort, even if you're right.  The only way to realize that is to take the time to think about each situation before you react. 

Food For Thought:

• Anger and bitterness and other negative emotions come from a place of fear.  Always remember when dealing with an angry person they are fearful of something (losing their job, change, etc).  By remembering this you can sometimes get to the bottom of the situation and dispel their fears before things escalate.
• You teach people how to treat you.  It is OK to tell someone that their behavior is unacceptable.  If someone is acting negatively, explain to them calmly that you will not carry on a conversation until they're composed.
• Crap rolls down hill - if you are being treated poorly by your boss, your boss is often being treated poorly by his/her boss etc. Don't be the next in line to continue that lineage.
• Learning to meditate or even something as simple as setting alarms on your phone at specific times during the day to remind you to close your eyes and take a few deep breaths can surprisingly go a long way in improving your mood.

Why No-Showing Gets You No Where

When looking for new employment its important to realize that the top requirement on every employer's "requirements list" is:  PROFESSIONALISM.

Professionalism isn't something you can show on a resume.  It is a characteristic that is only apparent through your actions as you proceed through the interview process with the client.  One of the major indicators that someone lacks professionalism is the "No-Call-No-Show" - when a candidate agrees to a set interview day/time and then is not present for the interview with no indication that they were not going to make it.  It doesn't matter what the venue for the interview is; in-person, telephone or video, being prepared and on-time showcases your level of professionalism.

If there is ever a time that you are running late or need to cancel an interview, you should always have the name and number of the person you are meeting with, or at the very least the contact information for your recruiter so you can call or email to alert them of your delay and the reason you are going to be late.  Barring a major emergency there is no excuse for not providing notice that you are not showing up for an interview. 

Typically, as a recruiter, I will give candidates a pass if they fail to answer my call at the scheduled time for an initial phone interview, depending on their reasoning and whether or not they followed up with me quickly.  Things happen, we get delayed in meetings, we get unexpected phone calls and so on.  This is not the case for a client interview.  Client interviews are of the utmost importance.  The firm has presented the resume to the client with the assurance that the person is one of the most qualified candidates for their opportunity.  This assures the client that the firm has vetted not only the candidate's experience but also personality fit and professionalism.  When a candidate no-call-no-shows to a client interview this demonstrates an extreme lack in professionalism.  Routinely this behavior will get the candidate black listed from both the client and the recruitment firm, additionally this doesn't bode well for the firm because the client is relying on them to make sure things like this don't happen.  Not only does the candidate look bad, but they make the firm look bad as well.

The repercussions of an interview no-show can be felt for a long time after the incident.  I've had the experience of submitting a candidate to a job opening only to have the hiring manager respond saying "when I used to work for XYZ company, this candidate no-showed on an interview so we are not interested in considering them for employment".  Additionally when a candidate is red-flagged at a staffing firm as an undesirable candidate not only do they lose out on multiple future job opportunities, but recruiters speak to one another.  Both consulting firms/staffing firms and healthcare systems keep detailed candidate files via their individual staffing/employment software.  It just takes 1 click to mark a candidate as a "DNU" (do not use).  One no-call-no-show has the potential to ruin numerous potential opportunities across a variety of employers for the foreseeable future.

If you are unable to make an interview for any reason, take just a moment to either call or email the person you are scheduled to meet with - or your recruiter when applicable - even a one line email stating "I'm sorry but an unexpected situation arose and I need to cancel (or reschedule) the interview.  My deepest apologies for this inconvenience" is better than nothing at all.  Taking the time to send that communication is all it takes to show you have the professionalism the client is seeking.

Immunization Records - Vaccine Requirements in the HIT Industry

More and more we are seeing requirements from Healthcare IT Clients for up-to-date vaccinations.  This has caused issues with new hire on-boarding / start dates and a consultant's ability to get hired.

Regardless of your feelings on vaccines and immunizations, there are going to be stricter requirements in the HIT Consulting industry.  For someone that does not have their immunization record you will be required to have a titer run by your physician to determine if you are lacking any of the necessary immunizations.  If you are missing any of the required vaccinations you will need to receive them prior to your start date OR present a letter from your physician as to why you are unable to receive the vaccine(s).  With many employers these requirements will hold true even for consultants / employees that are working remotely or never come in contact with the patient population.

To date; candidates have removed themselves from consideration due to these regulations and many have had to push back their start date after being unable to produce their vaccine records immediately.  If you have to have a titer run it can take days to receive the information back from a lab and then additional time to get back into your physician to get up to date on the necessary vaccines. 

Due to the fact that most employers are moving to require vaccination records prior to hire, it is extremely beneficial to have your complete vaccination record ready to present when necessary.  By going and gathering that information now, proactively, it can save a consultant huge headaches, time and potential loss of an engagement by making sure their immunizations are up-to-date and by having the documentation on hand.

Searching For Employment in the 21st Century - Cell Phones

How many of you remember the rotary phone or what it feels like to not have cell phone?  How about not having voice mail? I remember as a teenager, running to the phone when I got home to dial *69 to see who the last person that called us was.  Things have changed a lot since then, particularly when it comes to finding employment.  No longer are we searching the "Help Wanted" section of the news paper and sending our resumes via snail mail to a potential employer. 

What surprises me the most in regard to current employment seekers is the lack of consideration regarding phone processes.  Nowadays, particularly in the Healthcare IT industry, the primary method of contacting and interviewing a candidate is via the phone.  If you are a job seeker and your voice mail isn't set up or it doesn't indicate who you are or it isn't professional you are going to lose out on job opportunities.  If you are a job seeker that has your phone set up to block your number on the receiving end, you are going to miss out on job opportunities.

I cannot count how many times I've tried to reach a number provided on a resume only to hear "the voice mail for this number is not set up" or "you've reached 419-555-1234, please leave a message".  It is a critical error for a job seeker to not have their voice mail message set up.  Ideally it should say something like "Hello, you've reached "First & Last Name" - I'm not available to come to the phone right now but if you leave your name and number I will return your call at my earliest convenience".  This way not only will the job seeker receive messages from interested parties but the caller will have confirmation that they have in fact reached the right person.

Pertaining to blocked numbers, myself and many other people do not answer calls from blocked numbers due in part to the fact that most sales related / telemarketing calls come from "blocked" or unknown" callers.  You can set up your phone to show your number on the receiving end, and if you make a call where you do not want your number to appear you can simply dial *67 prior to dialing the number you wish to reach.

In conclusion; making sure the phone number you are listing either via social media or on your resume is set up to provide the most thorough and professional impression will give you a definitive leg-up when industry recruiters contact you.

Jumping Through Hoops - The Interview Process (updated 2024)

Have you ever gone through a rigorous interview process in order to get hired?  Multiple telephone interviews, then face to face interviews, possibly followed by some seemingly unnecessary personality assessment or qualifications testing process.  While I've surprisingly had clients call me and hire someone for a contract position after only reviewing their resume, typically there is a interview process one must go through in order to become employed. (Either as a consultant or permanent employee).  Some of the toughest jobs to land can be Epic related positions.  Just when you think you have all the certifications and experience necessary to get the job you've been envisioning - Epic adds another hoop - certification requirements.

In speaking with candidates as I walk them through these processes, I've had many express exasperation at all the "hoops" they're asked to jump through and frankly, I can't blame them.  Sometimes the process can seem like hours upon hours of your life you aren't going to get back.  However, the best way to look at each interview process is as a learning experience.  The more you interview, the more you learn about how to interview.  Like any skill, for most people interviewing takes practice and experience to become good at it. 

Consider that; permanent employment is like marriage, you go into the experience hoping it will last forever.  With this in mind, isn't it worth your while to take the time to go through the interview process and learn as much as you can about the potential employer before making one of the biggest decisions of your life?  Making sure the position is a good fit not only benefits the potential employer but also benefits the candidate.  Many people, myself included, have dived head-long into an employment situation without much hesitation, only to find out after a few months that we've jumped out of a frying pan and into a fire.  By taking your time through a lengthy interviewing process and jumping through each hoop with a level of understanding that both you and the employer want to make the most educated decision possible, it will make the process easier to tolerate.

So..., the next time you're in the middle of scheduling yet another interview, keep the above points in mind - try to put a smile on your face and consider what you're learning about yourself and your potential new employer.

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And Yet, Even More on Resumes

Honestly, I'm getting bored with writing about resume construction, development, presentation etc.  It seems as if this topic will never be put to rest.  Every day I review dozens of resumes from C-Level execs to Help Desk personnel and so on.  It doesn't seem to matter what level of employment a person happens to be in - terrible resumes (as well as exceptional ones) run the gamut. 
This week I was reviewing resumes for an Electronic Medical Record training project for a major healthcare client.  EMR trainers come from all walks of life, many from outside the Healthcare or Healthcare IT industry and due to that fact a good majority of the training resumes will have multiple misspellings of industry software and applications and acronyms.  Most frequently abused are:  Siemens Soarian (often spelled Sorian), HIPAA (often spelled HIPPA), Pretty much EVERY Cerner application: PathNet, PowerChart etc (often misspelled by separating the Net or not capitalizing the Net or most recently I saw Power CHAT throughout an entire resume).  This could go on for pages but I'll give you - Dear Reader - a break.

In one particular resume this week I noted names of hospitals and consulting firms spelled incorrectly, along with industry terminology, system applications AND even basic every-day words.
When I politely emailed the candidate to express my concern over their resume they responded that they were "sorry that I didn't understand industry terminology and spelling and that I should take another look".  After their response I took the time to highlight dozens of words and terms on their resume and email it back to them.   Another candidate presented a resume that said "Cheat Shit" though-out the entire resume instead of "Cheat Sheet". 

I often make spelling errors in haste and typos are inevitable, so I normally take no issue to a few misspellings in a resume - particularly when our industry language will not be corrected by spell check, but Cheat Shit? lets be real here.  Fortunately for candidates that go through staffing and consulting firms, they have a recruiter that will proof-read and revise their resume prior to presenting it to the end-client.  Other folks aren't so fortunate.  Many recruiters, myself included, have been known to turn down a candidate for a position due to a poorly written resume.  I've seen clients turn down Cerner related resumes when the candidate hasn't appropriately capitalized the "Net".  Grammatical and punctuation errors are also detrimental but not as much so as spelling errors.

In conclusion (are you relieved?) what I'm desperately trying to express in my resume related posts is that you CAN NEVER BE TOO THOROUGH when you are proof-reading your resume.  Below are a few tips that can greatly reduce your chances of submitting a bad resume.

1.  Always proof read your resume one last time a few hours AFTER you've written or revised it.
2.  NEVER submit your resume without proof reading it multiple times.
3.  Whenever possible enlist someone you know from inside your industry to proof read your resume before you submit it.
4.  If you are in a very specialized industry like HIT - DO NOT rely on a professional resume developer if they are not familiar with your industry.
5.  DO NOT rely on spell check or auto correct, it will often find errors where there are none or it will auto correct industry terms that are spelled correctly.
6.  When a recruiter tells you your resume needs work - LISTEN to them.

Your resume has to represent you in your absence.  Nothing limits your employment opportunities more than a poorly written resume. 
For more information on how to build and format an eye-catching resume use the search box in the upper right corner of the blog and search "resume".

By the way - catch a grammar, punctuation or spelling error in any of my posts?  Please notify me. Your proof-reading is always appreciated!


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What Email You Use Is Important When Seeking New Employment

Your email provider and email address are extremely important when you are seeking new employment.  I've touched on this subject in previous posts, but felt it was important to shed more light on this topic.  

Email Address Tips:

• Keeping your email address simple and incorporating your name is ideal.  (ex: JohnDoeResume@gmail)
• Shared email addresses should not be used for resume responses - if you share an email with your spouse or family, create a private, personal email address that is just for responses to your resume.
• Never use your current business/employer's email address for your job search!
• Making references to your religious, political or other beliefs or your personal status in your email address is not advisable, keep those for personal emails. (exs: DieHardLiberal@yahoo, SingleAndLooking@aol , LovinMaryJane@ymail or ChickenFarmer@gmail etc)
• Sexual references of any type should NEVER be used in an email address you are using on your resume. 
• Be conscientious of what your email address looks like, even if you've used parts of your name, can it be misconstrued?
• Keeping it simple by just using your name and something that specifies the email is solely for your job search makes it easier for an employer to remember it, shows you're focused on your career search and doesn't open one up for immediate discrimination.

The Importance of Spam:

• Make sure when setting up the email account that you turn off the spam protection options.  Since you are going to utilize this email only for your job search, you can sift through a little spam.  When turned on most spam blockers will automatically block emails from businesses that are interested in your resume and send them to junk mail or block them all together so you never see them.

Additional Email Tips:

• Make sure when you create a new email that you update your current resume and also the resumes you have posted on various job boards.  I've run into situations often where I am responding to a resume via a job board only to have the email bounce back as no longer active, even if the resume was posted just a few weeks ago.
• If you are already working with a potential employer or recruiter(s) when you update your email address, make sure you send out a quick email notifying them of the change. (always BCC if you're sending to multiple recipients)
• If your email server has a limit on how many emails it will store, make sure you're clearing out your inbox on a daily basis.

By applying these email methods you should be able to greatly simplify your employment search process.


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What You Should Know About Recruiters (Updated 2025)

Your relationships with your recruiters should be like your relationship with your Hair Stylist/Barber or Massage Therapist or Trainer - you wouldn’t think of using anyone else unless something catastrophic happens.  If you're in an industry where you may work for multiple companies and there are many recruiters - how do you choose, and what should you know about maintaining that relationship?  

Use Your Instincts:  Initially you should go with your gut.  Do you genuinely LIKE the person?  When the recruiter contacted you were they easy to talk to?  Did they try to give you a “hard-sell” or did they actually listen to what you were looking for?  Do they understand your qualifications and know how to represent you to their client?  Were they forthright about discussing the financial aspects of the role/the client/the particulars?  If you’re feeling good about the person, then it’s time to build that relationship.

Building the Relationship:  Has the recruiter followed up with you even if the position they originally called you about has stagnated or you weren’t chosen to interview?  Are you inclined to feel they have your best interests at heart?  Do they call you with other opportunities?  With each conversation are you getting to know one another a bit better so they understand your salary requirements, personality, location, availability, qualifications?  Are they calling/emailing you about the right type of positions? If so it’s time to give them some loyalty. 

Providing Loyalty:  Most recruiters work on a commission or salary plus commission basis.  This means that their livelihood depends on how many placements they make.  There is competition in the recruitment industry very similar to the sales industry, so developing relationships with candidates is a recruiter’s best road to success.  Certainly there are some recruiters that adhere to what I call the “wham, bam, thank you ma’am” version of recruiting where they burn and churn through candidates to get their next hire with very little regard to honesty, integrity or loyalty and  that will become apparent very quickly to the candidate.   It is always wise to form relationships with a variety of recruiters from different firms to make sure you’re getting the most exposure in your industry, but what about dealing with 2 recruiters from the SAME company? 

Different Recruiters, Same Company:  What most candidates do not know is that normally recruiters working for the same company have access to the same job openings.  If you have a strong relationship with John from Point Blank Staffing and you receive a call from Terry instead, whom you’ve never worked with before, you should ask Terry:  “does John still work for your company?, I’ve worked with him for a long time and I’d like to speak with him about this role”.  You would expect that Terry will give you an honest answer and put you on the phone with John.  Keep in mind even though the Recruiters are working for the same firm, they are still in competition with each other for placements and commission.  Some companies are set up differently but most use this business model. 

By building relationships with a few recruiters that work for different firms you should be well represented in your marketplace and depending on your qualifications, should be able to stay busy with contracts or be able to land the permanent job you’ve been dreaming of.  Keep in mind that the ball is ALWAYS in your court.  You are the person with the talent and education and qualifications we are seeking.  You have the right to choose which recruiters you want to work with, what positions you want your resume submitted to and what contracts/job you accept.  The very best way to find the ideal opportunity is to have a strong relationship with the recruiters that represent you.

*Use of any parts of this blog are prohibited without the permission of the author*

New Employment Trends in Healthcare IT - 2021

For the last 6 months or so we've all been watching the Healthcare Technology Industry with a careful eye as a new trend seems to be developing:
(the use of "Healthcare Systems" and "Employer" / "Client" used in the post are general terms used to represent hospitals of any size)

• We are no longer in a time when contractors can set their rates as high as they want due to their qualifications/experience, we are entering a time when healthcare systems, vendors and large consulting firms are setting the hourly rates and these new rates are reflecting a money crunch in the industry.
• Consultants that used to find it relatively easy to glide from one contract to the next are now finding it more difficult to land their next project.
• Many healthcare systems are opting for the hiring model: Contract to Hire - as opposed to just engaging contractors or immediately bringing someone on as an FTE (full time employee).  Its what I call the "try before you buy" method which works both ways - the employer is able to determine if the consultant will be a good fit and the consultant is able to see if the client will be a good employer.
• Healthcare systems are limiting consultant travel across the board due to financial constraints.  While some are fortunately and wisely allowing for remote work, most are requiring that consultants are local and only considering travel or remote when efforts to find local qualified candidates have been exhausted.
• Employers are also trending toward finding local candidates to save on travel fees.  

What does all this mean for industry consultants? 
1.  You will need to be more flexible on your rate ($) expectations.
2.  While working remotely is ideal for many, if possible be open to travel and consider local healthcare systems when looking for your next contract.
3.  If you've gone many months without finding a new contract, it may be time to consider FTE.
4.  Consider aligning yourself with multiple consulting firms (make sure to only work with recruiters you feel comfortable with, that will give you honest rates and information - even if it isn't what you wanted to hear)
5.  When working with consulting firms ALWAYS specify that they are not allowed to submit your resume to a client without your permission.  With fewer jobs on the market you don't want to risk a duplicate submittal to the same client as this will potentially eliminate you from consideration.

What does all this mean for people seeking a permanent FTE?
1.  Find consulting / staffing firms that also assist their clients with perm placement, often having a firm submit your resume is more successful than applying through a company web site. (*note - most potential employers will not accept a resume from a firm IF that candidate has already applied via their website. Do not apply through a company web site if you can go through a firm... typically firms will have direct communication with the hiring manager and will be much more likely to get you an interview)
2.  Be flexible on your salary requirements - consider the job and take lower pay for the role that
ticks all the other boxes.
3.  Be flexible on other specifics such as PTO, remote work, benefits etc.
4.  If at all possible - be open to relocation.
5.  Apply to all your local healthcare systems and follow up your web site application with an note via linkedin to the person that would likely be your manager. (if you're unable to find a firm to represent you)

In the present market finding a job can be a full time job in itself.  With a strong resume, solid skills and the right effort and flexibility, you should still be able to land a position that will suit you. 



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How to Effectively Inquire About a Job Opening

Whether a recruiter has contacted you directly, you have seen a post online or you've been referred by a colleague, it is important when making that initial contact to leave a good impression.
If you have a Recruiter's (or hiring mgr's) email address always, Always, ALWAYS include your updated resume when you make that initial contact!!  I cannot express enough how important that is!
Recruiters and hiring managers respond to hundreds of inquiries a week, if you do not attach an updated resume it is highly likely your efforts will end up in the "circular file". 
This morning there were 2 emails in my inbox that represent the incorrect way to respond or introduce yourself:

#1.  Hi,  Thank you for reaching out to me.  While I'm not currently available, I will be available to start interviewing next month.  I've attached a copy of my resume.  Its outdated and doesn't show my current project but if you look on linkedin you'll see the information there.  Thank you.

#2.  Hi, My colleague Jane Doe referred me to you.  I'm currently looking for new opportunities.  I am an RN with some EMR experience.  Thank you.  (no resume attached)

Probably at first glance you can determine what is wrong with both these examples.  #1. - Recruiters and Hiring Mgrs don't always have the extra time to hunt down your linkedin profile and then update your resume themselves so they can enter your appropriate information in their database.  (they may not even use linkedin) An email like that one will either get put way back on their backburner or the resume you provided will get uploaded in the system without showing your current qualifications so in the future when they search their database, your most recent qualifications will not factor into their search and you will possibly be looked over for positions you are qualified for.

In example #2.  That person will never make the database or be considered for future positions because they didn't bother to include a history of their qualifications.  Being an RN with EMR experience??  Is that training? Build? optimization? just user-end knowledge?  So many unanswered questions.  If the recruiter or hiring mgr isn't too busy they may email back requesting a resume, but why should they have to?  Its just common sense to include your resume when inquiring about job opportunities.

When making first contact on linkedin there are a few issues.  Not all recruiters or hiring managers can access files through linkedin so its unlikely they can receive your resume through an "inmail".  Due to this, if you are actively seeking new employment your linkedin profile should mirror your resume.  Additionally if you have the email address of the person you are wanting to review your qualifications, you should ALWAYS package up your resume with the necessary information regarding your career search (location, perm/contract, salary desires, availability etc) and email them instead of using linkedin. 

And finally, the following email that also happened to be in my inbox this morning, is the perfect example of how to make that initial contact:
Good Morning!
I received your contact information from my friend Jane Doe.  She felt you may be able to help me in my career search.  I've attached my updated resume for your review.  To summarize, I have 15 years of LIS full life cycle implementation experience which includes design, build, testing, training and on-going maintenance with both Cerner PathNet and Sunquest applications for large and small hospital systems.  Additionally I have a clinical background as a Medical Technologist and Lab Assistant.  I've been traveling for the last 5 years as a consultant and I'm hoping to get off the road and find a permanent role here in the Philadelphia area.  Remote work would be ideal.  I may be open to relocation for the right position.  My salary desires are negotiable but I probably wouldn't consider less than $80,000.  I just rolled off my last project last week so I'm available anytime for a phone conversation to discuss my qualifications.

I look forward to speaking with you.
Thank you for your consideration.

The more thorough you can be, the more likely you are to get what you're looking for.  A recruiter can never have too much information on your skillset and career objectives.  Providing an up to date resume and a clear overview of your objectives will also save you time since you wont be receiving calls about positions you would have no interest in.

Taking the extra few minutes to update and attach your resume and make the appropriate introduction will keep you on track for finding what you're looking for and save everyone valuable time in the process.

Employee Turnover - What does it really cost?

In this article I will primarily reference the Healthcare IT Industry but the information provided can certainly be applied to any industry.

Employee turnover is one of the costliest issues a company can experience.  Consider that for every employee a company loses, that is a loss of productivity not only for the position the employee vacated but for HR / Recruitment who must source candidates, for the Manager of the position that must spend time interviewing new candidates and then train the new employee and for anyone that must take on the added work-load of the lost employee until a new person is found. 

For all jobs earning less than $50,000 per year, or more than 40% of U.S. jobs, the average cost of replacing an employee amounts to fully 20% of the person's annual salary.*  While positions under $30,000 are typically a bit less, higher level positions paying over $50,000 a year can result in even bigger financial losses, up to 213% of employee's salary states CAP (The Center for American Progress).  When drilling down to the basics; employees stay where they WANT to work.  In other words, create a strong company culture/environment and your turnover will be low.  Part of creating a great workplace is hiring the right people and that is what we're going to talk about.

Being in the Recruitment Industry for over 15 years, I've witnessed an astronomical amount of turnover.  I'm not looking a gift horse in the mouth, if not for that turnover I possibly wouldn't have a job, however, much of the turnover I've witness could've been prevented had the hiring manager used better interviewing techniques.  There is no perfect solution to turnover, regardless of how well you chose there will always be situations where the person hired doesn't turn out to be the right fit for the job.  Some people are just great at interviewing.

Here are a number of steps that will lead to more thorough interviews.
1.  Pre-screen the person on the phone prior to an in-person interview.  By simply spending a few minutes on the phone with a candidate you can gain a lot of information on personality, technical qualifications, punctuality, level of enthusiasm, availability etc.
2.  Prep the candidate for the interview as little as possible.  You can tell them when / where / how long etc but don't tell them how to dress (unless they ask), what to say, how to present themselves etc.  You want to find out who this person is, if they're interviewing for an Executive Assistant to the CEO opportunity and they show up to the on site interview in jeans and a t-shirt, chewing gum you know immediately this isn't the right person for the job (unless maybe you work for a technology start up that's owned by a 17 yr old)
3.  Ask the right questions - this is truly the most important point!  Stay away from all those articles  about great questions to ask during an interview.  My personal least-favorite is: "Where do you see yourself in 5 years?".  No one truly knows the answer to that question and even if they have a good idea and tell you so, life changes constantly, what they tell you today could be completely different 6 months from now.  I had a candidate tell me recently after an on-site peer group interview that they'd asked her that question and she felt no matter how she answered she'd be "screwed" - why?  because if she answered that she wanted to move into management her potential peers may be threatened and if she said she wanted to stay at the current level that they may feel she wasn't motivated.  Basically when you ask canned questions like "where do you see yourself in 5 years" - you're going to get manipulated, that candidate is going to tell you whatever he/she feels is the answer you're looking for.  The best questions to ask are open ended, get to know you questions.  Look at that person's resume and PULL things from it - is there a list of hobbies or volunteer work?  Ask questions about that.  (Ex:  Why did you chose to volunteer for the American Heart Association?)  Lets face it, technical / professional skills can be taught but personality cannot.  The more you draw out about that candidate's personality the more you're going to know about how well they are a fit for your company.  If you're staffing a contract / temporary position and you just want someone that can do the work, but you're not really concerned about personality fit - use the same open ended question method regarding their technical skills.  If there are specific technical skills that are required ask the person for an example of their work, if that is not possible - review their resume and ask questions that will have them explaining how they went about a specific task. (Ex: it says on your resume you were heavily involved in the Cerner Ambulatory implementation at XYZ Hospital System, can you explain what your day to day technical responsibilities were?)
4.  Let them ramble. Typically I'll let a person ramble.  Some recruiters / hiring managers may feel this is a huge time suck, however 15 minutes on the phone certainly isn't enough time to truly figure out if someone is the right candidate for a job.  The more people talk about themselves the more comfortable they get and the more comfortable they get the more valuable the information.  What that means is that there will be times when you're completely floored by what people tell you.  The interview will start out professionally, they will likely share the information they know you want to hear, but as you ask the right open ended questions and the candidate starts to feel friendly toward you they will sometimes divulge imperative info.  I've had candidates bash previous employers, admit to inappropriate behavior at a previous work site, say some absolutely off color things I cannot repeat here, admit to drinking on the job, discuss their personal relationships, fess-up to not knowing the technical responsibilities of the job, reveal prior felonies, admit to inaccuracies on their resumes and so on. 
5.  Go with your gut!!  I've stated this in other posts, but its always worth repeating.  My gut has never been wrong - I haven't listened to it enough to know.  Each time I've had a gut feeling that a candidate is going to "flake" on a position they've accepted, or felt they might be hiding something or that they are going to cause problems on a contract my gut has always been right.  I'm now starting to heed the warning my instincts are giving me and decline the person for further interview.  Always better to take the time to find another person than suffer the turnover of a person you knew wasn't right for the job.
6.  Interview them again. Never go with your first impression.  Each of us has a personal life and even though it would be fantastic if it never interfered with our professional life that is impossible.  If you REALLY like a person's resume and your first impression over the phone isn't so great but something is telling you they may be the right person for the job - interview them again.  If you're super happy with someone after the first interview - interview them again anyway.  Also, don't be the only person to interview them whenever possible, always try to have another manager or a team member interview the person to get a 2nd opinion.  Companies that allow team members to interview and weigh in on each hire have a lower turn over rate.  When the entire team feels that their opinions are valued and they have a say in their team dynamic the team is more successful.

Keep in mind there is no foolproof method of interviewing and hiring.  If you're great at picking the right people, but the culture/environment at your company stinks - you are going to have high turnover.  If your company has a great culture but you're consistently losing people take an honest look at your interviewing techniques.   High turn over can be prevented.

Source
*CBS Moneywatch



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What Ever Happened to Thank You Notes?

It seems that the practice of sending a Thank You note has gone the way of the dinosaur.  When did it become acceptable to not acknowledge someone's consideration with a brief but appreciative Thank You?  Even Jimmy Fallon sends out weekly Thank You notes.

In most cases it is no longer necessary to send a card enclosed in an envelope with a stamp through the US Postal Service.  You can now send a brief thank you note cost free via email.  I'm actually astounded at the lack of effort when it comes to this courtesy.  Sadly I've come to accept that not every candidate is going to send a Thank You note.  Most consultants are busy interviewing with so many people they often forget what client I've spoken with them about, let alone take the time to shoot over a "Thank You for Your Consideration".  However, I have to say I was a bit taken aback when I scheduled a number of permanent Director level interviews with a CIO, and only 1 of the candidates bothered to send a Thank You note.  Oddly, around the same time I also had scheduled 3 Executive Assistant interviews with a CIO, and all 3 took the time to send a Thank You note to forward along to the client.  I'm not sure what the dichotomy is here, but you'd think the people interviewing for a $175,000 a year job would also want to take a moment to thank the CIO for his time and consideration.

A post interview Thank You note doesn't have to be long and complicated, in fact it should be just the opposite, it should simply state your appreciation for the person's time, your continued interest in the role, and your level of anticipation in hearing about the next step in the interview process.  A Thank You note should not be - pushy, sound like a desperate attempt to get the job, go on and on about why you're the best fit for the position, or include poor grammar, punctuation, or spelling. 

I can tell you from experience that if a decision maker is strongly considering 2 or 3 candidates for the same role, the person that took the time to acknowledge their appreciation for the interview, and their continued interest in the role through a Thank You note will almost always come out on top.



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Sales in the Healthcare Technology Industry

Sales is prevalent in every industry, without sales its likely most of us wouldn't have a job.
Within the Healthcare IT industry sales takes on many forms, such as; hardware / device vendor sales, EMR vendor sales and staffing vendor sales just to name a few.
Many of us have been hounded by sales professionals (sometimes that term can be used lightly), myself included.  This post is for both the "houndee" and the "hounder". 

For the Houndee - the typical issue is "how do I get these sales people off my back?" - you're working like crazy every week trying to be the master of your workload and you find yourself answering unwanted sales calls & emails more frequently than imaginable.  I have found that sending a polite "no thank you" or ignoring unsolicited phone calls does not detour most sales people from continuing to bombard you.  The best method of counter attack is to mark the emails as spam and block the phone numbers of the people that consistently reach out to you but really have nothing of interest to you.  I've literally explained to staffing sales people that at no time EVER will I be interested in their service because they aren't even offering people in the correct industry but yet they continue to email me so to the spam box they go... blocked forever and no longer distracting me from my work. 
But what to do if you may potentially - one day - be interested in the particular product or service the person is offering.  Let them know "no thank you for now, but you can reach back out to me in 6 months or a year etc".  Be polite but make it clear that if they hound you, you're not going to consider them when you're seeking what they have to offer in the future.  Its also a good practice to create a folder in your email to send all the "potentials" into, this way when you are ready for their product or service you can quickly scan through the emails to find the contact info of the person(s) you need.
The other possibility is that you aren't even the decision maker.  Often sales people will reach out to anyone, grasping at straws and hoping they will get an "in" with the person who is responsible for making the purchasing decisions.  In this case, respond to the sales person and let them know that you do not make the decisions but you have provided all their information to the person that does and if there is a need for their products/services, that person will be in contact with them.  Also request to be taken off their call or mailing list. 
Sure these efforts are a bit time consuming but in time you should greatly decrease the amount of unwanted solicitation you're receiving.

For the Hounder - I myself spent many years in a sales role, so I wanted to start out by saying that I sympathize!  Every sales person knows the more doors you knock on, the more sales you're going to make - however, making yourself a giant PITA (pain in the *ss) isn't necessary the best way to go about winning friends and influencing people.  Below are a few tips that might help you build the types of relationships that will win you the business:
1.  If someone tells you point blank they are not interested in your product/service:  ask them if they ever use your type of product/service - if so put them on the "occasionally contact list" and back off.  If you tick them off, they wont turn to you in the future.  If not - apologize and remove them from your list.
2.  If you've heard the old sales adage that "people love to hear their own names so repeat their name often" - that's a load of bull.  NOTHING is more annoying than having some sales person you hardly know repeating your name to you throughout an entire conversation.  DON'T DO IT!  (It absolutely screams Kenny Tarmac - ie: Scam Artist)
3.  If you're cold calling, try something offbeat, friendly or even humorous.  I'll spend time on the phone with someone I can build rapport with, but I'll politely say no thanks and hang up on anyone that is clearly reading from a script.
4.  KNOW your product/service.  Nothing is worse than dealing with a sales person that acts like they know what they're talking about but clearly doesn't.  Particularly in our industry.
5.  Show empathy to your potential client.  LISTEN to them and HEAR what they are saying.  Try to find common ground.  If you're busy working overtime to convince them how badly they need you and your product/service you're likely to lose them.
6.  Polite persistence will work 98% of the time. 
In summary:
Don't email the potential client every week with the same information.
Do email the potential client occasionally with industry related news and tidbits.
Don't call the potential client over and over when they've told you no.
Do ask if you can call them back in 3 or 6 or 9 mos etc to check in.
Don't assume that the person you're reaching out to has 100% power to make purchasing decisions.
Do inquire what the contract process is and determine the best method for making a sale.
Do address the person initially as "mr or ms ______________" and allow them to suggest you can call them by their first name and then use their name at the beginning and end of the conversation.
DO NOT repeat their name to them multiple times throughout the conversation:
Example:  "Hello Ellen - how are you today?  My name is Alan from XYZ Company.  Ellen - I'd like to talk to you today about our services.  Let me tell you Ellen, we have exactly what you need.  Our service is the #1 service of its kind in the nation.  Ellen - how long has it been since you considered a service like ours?  5 years?!! Ellen!  that's way too long.... etc"

With some mutual respect and courtesy we can all do business together without stepping over any boundaries. 



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