Setting Candidate Expectations, with Wendy Mayer (SocialTalent's Work: Smart podcast)

And so the analogy that I always shared with my team is, you know, I don't. If you call into a service center now, they will say to you, your time to speaking with an agent is seven minutes. Now, before they used to do that, you would be on hold and it felt like an eternity. And if you waited seven minutes, that seven minutes felt like it was 70 minutes. Because you just never knew when somebody was going to pick up the phone and your call was going to be answered. But when you know that it's seven minutes, there's no stress that you know when it's going to happen. You know you're setting the expectation and unless you're significantly longer than seven minutes, they're going to have a positive reaction because you've set their expectations. So as we started to work through the process, one of the key things that we felt we needed to address was being transparent to candidates about when they can hear back from us and setting their expectations. So that it may not be bad that it takes us three to four weeks to evaluate a number of candidates and do the interview process. But as long as we tell people what the expected wait time is for hearing back from us, as long as we are able to either meet that time or exceed it, or follow up with a follow up communication that explains what the new expectation should be, then, you know, we're improving that process and we're creating a better experience.