Why Candidate Complaints Aren't Always a Bad Thing

I doubt anyone likes complaints, but a recent verbal “whining” made me reflect on the fact that recruitment must be one of the few industries where people complain about something that is free of charge!

Think about it:

• Candidates get CV advice, interview prep, and career coaching at zero cost to them.

  
  

• Clients don’t pay unless we successfully place someone (unless on a retainer).

  
  

And yet… complaints still happen.

We’ve all had that candidate who was pretty much unplaceable. You’ve informed them that you can’t help, recommended more suitable agencies and yet a few weeks later there is a complaint saying the agency hasn’t found them a job yet and that they haven’t been updated.

Our recent “complaint” was from a candidate who doesn’t just swap jobs regularly but industries too. They walk out of roles without good reason and are rude to our recruitment consultants. This is not a candidate we would ever recommend to our clients.

What we did:

• We were honest and informed them that we’re unlikely to be able to place them.

• We gave them advice about their CV.

• We recommended agencies who may be more likely to help.

  
  

What they did:

• Called two weeks later to complain that we hadn’t found them a job and worse still, that we hadn’t even called.

• 
  

For a split second, my initial reaction was annoyance. After all, we had done our job. But then I realised something important: it is far better to have this candidate complain than to have a client complain that we’d introduced them.

If we’re doing our job properly, screening candidates and protecting our clients from those who would waste their time or be a poor hire, then candidate complaints are almost inevitable!

Whilst this is somewhat tongue-in-cheek about what is realistically the odd candidate, I strongly advocate for excellent candidate service. That means regular updates, managing expectations, adding value and being honest about opportunities…particularly for candidates you are actively engaging with. It means adding value to every interaction, whether a candidate is ultimately placed or not. By investing in candidates this way, we ensure they feel supported, informed, and respected.