Prepared & Maintained by: Quality Management System (QMS)
Introduction
Peformance & Analytics
Metrics to Track, Outcomes, Effort
Using Data to Drive Your Day
Client Lifecycle
Lifecycle Opportunities
Client Onboarding
Initial Meetings
SLAs & Contracts
Client Relationships
Consistency
Presentation Skills
Client Expansion
Trusted Advisor
ID Client Concerns
Closing Strategies
Talent Placement / Management
Talent Satisfaction & Retention
Engagement Cycle
Ongoing Relationship Management
Coaching, Issues, & Resolution
Documentation, BHNATs, & EEOC
Appendices
Templates & Forms
Glossary
I N T R O D U C T I O N
Welcome to the Client Management & Expansion Rocket Guide!
This manual is designed to be your ultimate resource for navigating the exciting world of client management in the staffing industry.
Whether you are a new hire or a seasoned professional, this guide will provide you with the essential tools, strategies, and insights needed to excel in your role.
Significance in the Staffing Industry
Client management and expansion in the staffing industry refers to the ongoing process of nurturing relationships with existing clients while identifying opportunities to expand services and deepen partnerships. This function is vital for sustaining revenue growth, maintaining market presence, and enhancing your firm's competitive edge Effective client management and expansion involve strategic planning, relationship building, and a proactive approach to meet the evolving needs of your clients and the broader market.
Place on the Team
Business Development generates the new business, checking into the leads provided by the team and which they find themselves; Managing Prospects in their funnel to sign as many as possible to grow the business in a Practice Area
Client Management manages a portfolio of Client accounts to expand them through long-term business relationship, as well as managing on assignment Talent Working on their Client accounts
Recruitment manages a candidate funnel of various skills, tenure, and abilities to provide the team with a variety of options for the different Client accounts in a Practice Area, collecting leads for expansion and sales along the way
Key Phases Overview & Strategies
1. Initial meetings & expectation setting
Client Onboarding & Relationship Building
a Establishing trust & credibility
b. Service Evaluation
2. Needs Analysis & service customization during implementation
a. Strategy for fulfillment
b. Regularly assessing the effectiveness of current staffing solutions to ensure client satisfaction
c. Client Expansion Opportunities
3. Analyzing client portfolios to identify cross-selling or up-selling opportunities.
b.
a. Proactively suggesting additional services or solutions to address emerging client needs.
4. Crafting proposals for expanded service offerings that demonstrate added value
Proposal and Negotiation for Expanded Services
a. Negotiating adjustments to existing contracts to reflect the expanded scope of work.
b Ongoing Relationship Management
5. Providing regular check-ins and ongoing support to ensure long-term client success.
a. Collaborating with clients on strategic workforce planning to drive mutual growth.
c.
b. Regularly assessing the effectiveness of current staffing solutions to ensure client satisfaction.
By mastering these phases and applying the strategies outlined in this guide, you will enhance client retention, drive account growth, and contribute significantly to the long-term success of your firm.
Active Learning
CEO Aaron Grossman showcases key lessons learned along his professional journey in a series called Tidbit Tuesdays. This weekly series highlights techniques from Sales to Recruiting to Client expansion
Click the button to check out the Tidbit Tuesdays from all phases, by Aaron Grossman!
TalentLaunch Go! Is our learning platform for new hires and current employees seeking to build their foundational soft skill sets in their role. TLG is broken into phases with each topic being a skillset to learn within the phase.
Click the button to check out the Learner Guides to walk through what is covered in each topic!
P E R F O R M A N C E & A N A L Y T I C S
Metrics, Outcomes, Effort
At TalentLaunch, we track the following Key Performance Indicators (KPIs) that have been proven, when executed correctly, to lead to success. These KPIs will provide valuable insights into the effectiveness of your recruiting strategies and help you identify areas for improvement. Below are the key metrics to track:
Talent Connects
Importance: More touchpoints with potential Talent can boost conversion rates and strengthen relationships Live connections are crucial for building rapport and trust, providing immediate feedback and dynamic conversations that ultimately nurture the candidates in your database
Internal Submissions
Importance: First impressions are crucial, and a strong submission can significantly improve the chances of candidate selection (and help your team run smoothly, wasting less of the CM/PL/BDM’s AND the talent’s time) These submissions provide an opportunity to present the best-suited candidates to CM/PL/BDM effectively. The faster and more accurate you make them, the faster the CM/PL/BDM can make a submission to the client and the faster a start can be made.
Starts
Importance: Successful candidate starts contribute directly to the firm's revenue growth and market expansion, validating the effectiveness of the recruitment strategy.
Using Data to Drive
We leverage Bullhorn (our Applicant Tracking System or ATS) as our one source of truth. It's critical that all contributors consistently input accurate data. The information in Bullhorn powers our marketing automation tools and feeds our business intelligence tool Power BI.
With the help of Power BI, we utilize our data to guide our strategies, decisions, and coaching. We offer specific reports to help recruiters understand how they are performing and where they can focus their efforts to drive revenue.
You can find the link in the Managed Bookmarks at the top left corner of your Google Chrome Internet Browser. Click
You can also easily view the skillsets and industries your practice area is staffing for by using PowerBI
Remember that PowerBI is super powerful, so use the filters on the sides, an the tabs at the bottom to navigate and change your view.
Curious about what reports Senior Leadership looks at regularly?
Click the button to check out the Light Industrial Toolkit list on the Deb’s Desk page of the Intranet
Click the button to check out the PowerBI Reporting Guide on the Flight Deck
Actionable Insights
The Actionable Insights report in PowerBI helps you track your progress toward your weekly goals, actions on upcoming endings, Job Orders that need Submittals, and more. Select Your Name
Click the button to check out the Actionable Insights Dashboard in PowerBI
Use the tabs for naviation through roles; Track your Key Performance Indicators week to week and compare with your team and peers in a similar role This would be a great report to discuss in your 1:1 with your Leader to discuss improvement strategies
Leaderboard by role: Select your role to view how you compare to the top performers in your role. Network and leverage their best practices when it makes sense for your workflow and industry
Client Usage & Commissions
Client Usage Report - drill down to your branch
Client Manager Incentive report -- feel free to check with your manager with any questions about your plan or suspected report errors
C L I E N T L I F E C Y C L E
Client Lifecycle Opps
There are various opportunties for portfolio management and expansion through a several Client statuses in Bullhorn:
Client Statuses
For a Client Manager, focusing on Billing (sometimes referred to as Active) and Non-Billing (Clients who have stopped billing within 6 months) are prime places to work into ongoing outreach attempts.
Click the button to check out the Glossary on the Flight Deck to familiarize yourself with the standard vocabulary used in the Network
1. Prospect &
2. Recruiting
Source
Prospect Clients are opportunities your Practice Area’s BDM are working on contracting and sending your way You can review the prospects and speak with BDMs about upcoming opportunities and provide the BDM with MPCs to help land the Client.
3. Billing (“Active”)
Billing Clients are accounts your Practice Area are actively billing because you’ve placed (and are managing) Talent Working on assignment with them. This is called “Co-employment”; It’s important for both parties (you and the the Client team) to understand that both of you have a stake in the Talent Working’s success, and you (and the TL Network) are obligated by law to continue managment while providing the Client with all services, until Talent are hired permanently. Acting as an advisor can strengthen your bond with the Client, and being aware of industry benchmarks will be very important.
Then schedule time with your manager and review the following:
WHO
Teammates
Ideal Targets
Top 10 Clients
Top 10 Competitors
Weekly Client billing list
WHERE
Clients in territory
Your branch in relation to majority of the associates
Public Transit lines & schedules
WHAT
Top 5-7 skill sets placed
Tenure: entry-level, skilled, or high-skilled roles
Geographic territory
Industry verticals
“Secret Sauce”
Competitors specialities/weaknesses
Titles of decisionmakers to target at prospects
Activity expectation
Be sure to check out your OC’s brand page on the intranet and your brand marketing resources as well!
Click the button to check out your OC’s page on the Intranet; More coming soon!
Click the button to check out the Marketing Toolkit on the Marketing Intranet page -customized for your brand!
4. Non-Billing
Don’t despair! It’s natural for Clients to fulfill openings and fall into non-billing:
The first step is gaining a thorough understanding of why the Client is no longer billing -- seek to understand their metrics (is the Client in a downcycle?), leverage Marketing and the data they may have access to through Lightcast.
If you’re dilligent in your follow up and nurturing of the relationships you’ve built with the Client, you can be the one that revives the contract to your (or another Network OC’s) portfolio.
Familiarizing yourself with the Network’s brands and the industries they serve is important:
5. Dormant
Dormant accounts have been inactive for an extended period of time and fall under the BDM or Sales team’s purview for reactivation
6. Archive/Do Not Service (“Sunset”)
Sunset accounts have determined that they’ll officially not be doing business with us for the foreseeable future or we have done the due diligence and for any number of reasons determined that we are not a good fit to provide a service for a Client.
In the Bullhorn ATS, you can best manage all of your Clients from the List View, as shown below. As of Bullhorn One, all information entered into the Client record flows down to populate fields in both the Job Order and Placement records, so it’s important to work with your BDM or Sales team to ensure all information is gathered ASAP, and certainly before any Talent are placed on assignment. Saving your favorite search is the easiest way to view all info at once:
Social Selling
Establishing your profiles visible to prospects, talent, and peers as a thought leader, is so crucial to cast a wide net. You can leverage the blogs in the Marketing Toolkit, re-post company page posts or come up with your own!
Click the button to check out several blogs on Thought Leadership in the Marketing Toolkit
CONSISTENCY
IS WHAT TRANSFORMS AVERAGE IN TO EXCELLENCE.
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Remember to document each and every call in the Bullhorn ATS with the correct Note Action type ASAP!
That’s also a great opportunity to set a follow up task and schedule your next appointment. If it’s not in Bullhorn, it didn’t happen...
C L I E N T O N B O A R D I N G
Initial Meetings
The first interaction between a Client Manager, the Business Development Manager (BDM), and the client is crucial for building trust and establishing a successful long-term relationship. It’s essential to set clear expectations from the beginning and ensure everyone is on the same page, particularly when it comes to service delivery
1. Outlining Expectations
Communication cadence
Key metrics or success criteria: Potential challenges
2. The Handoff from BDM
Personal Connection
Setting Roles and Responsibilities
Assurance of Service Delivery Process
3. The Client Manager and Recruiter
Client Manager’s Role Recruiter’s Role
.
By presenting a united front, the client gains confidence that their needs will be met by a team that is working cohesively
Click the button to check out the Marketing page on the Intranet for MPC Templates to take on all of your calls (Marketing Resources Folder) & for sales presentations/other branded collateral (Marketing Toolkits)
Click the button to check out the The 4 Personality Types of Buyers & How to Sell to Them on Hubspot
SLAs & Contracts
Understanding SLAs (Service Level Agreements) and contracts can be incredibly beneficial for Client Managers, particularly when it comes to generating questions and improving client relations:
1.
Clarifying Client Expectations: Ask targeted questions about client expectations, ensuring mutual understanding For example:
“Are these response times still meeting your needs, or would you like to adjust them based on your current business demands?”
“Have there been any recent challenges that suggest we need to revisit the agreed performance levels?”
2.
Identifying Gaps in Service Delivery: To evaluate if their team is delivering services as promised Questions that emerge might include:
“Are there areas where our service delivery isn't aligning with the metrics we've set in the SLA?”
“Are there any unmet needs that weren't addressed in the initial agreement?”
3.
Preventing Scope Creep: Ask questions to ensure the project stays within scope or identify when additional resources or negotiations might be needed:
“We’ve noticed an increase in service requests beyond our current agreement should we discuss amending the contract to reflect these additional needs?”
“Has your business shifted in a way that would require expanding the scope of our current contract?”
4
Negotiating Renewals or Adjustments: SLAs and contracts provide a framework for future negotiations. Client Managers can use them to ask about upcoming needs or suggest modifications:
“As your business continues to grow, do you foresee needing a higher level of service for the next renewal period?”
“Is the current reporting structure in the SLA sufficient for keeping you informed, or would you prefer more frequent or detailed updates?”
5.
Ensuring Compliance and Risk Management: Understanding contract terms, especially around penalties or legal clauses:
“Are there any compliance concerns or upcoming regulatory changes we should be aware of to avoid risks under our current agreement?”
“Are the terms in the contract still aligned with your internal risk management strategies?”
Additional Tips for Effective Sales
Follow-Up: Consistent and timely follow-up can make a difference. Use personalized emails or calls to keep the conversation going
Leverage Technology: Use CRM tools to manage leads and track interactions. Automate routine tasks to focus more on building relationships.
Stay Informed: Keep up with industry trends and changes. This knowledge positions you as a trusted advisor
Build Relationships: Focus on building long-term relationships rather than just closing a sale. Lead with giving before taking; How can you help your prospect? This can lead to repeat business and referrals.
Be Authentic: Authenticity builds trust Be honest about what you can and cannot do.
These are the best items in Bullhorn to help strengthen your followup and rise above your peers -- and more importantly, your competition. Learn them first & foremost!
Click the button to check out the PASTA-Q Resource on the Flight Deck: Sales page; This is a great tool to discover ‘The Why’
Click the button to check out the TL Sales Objections & Responses Resources on the Flight Deck: Sales page; Have your response ready!
R E L A T I O N S H I P S
C L I E N T
Consistency
Establishing Trust & Credibility
Through your thorough preparation, in listening to Client pain points, and through asking open-ended questions to allow your Client Contacts to speak to you, you’re already starting to build your business relationships Simply by knowing your business and acting as a staffing partner and consultant (even taking notes on clients’ interestes, family, etc.), you’re in it with your client and trust will follow your
Regular Communication & Follow
Ups
That being said, ensure that you’re always assigning yourself Tasks or Scheduling follow ups in Bullhorn, which get added to your Google Calendar automatically.
Live by your Google Calendar: When you’re on the road or away from your desk, you can track your follow ups and appointments at your fingertips; Perfect for when delays happen and you might need to reschedule a call before you miss it.
Leverage your Bullhorn Planner: When you’re at your desk, your Bullhorn Planner will have a copy of every appointment you’ve scheduled for yourself, with the Client Contact and all relevant information linked to it.
Client Maintenance
lients always r you to provide coming to you ssue. Luckily, es in the toolkit d to provide
Check out the Client Maintenance documents on the Intranet.
Presentation Skills
Effective presentation skills are essential for making a compelling case to clients and showcasing your solutions confidently
Quarterly Business Review (QBR) - Crafted to display all the information and results that your Clients will care about, and ways in which you can portray your effectiveness in your relationship over the last several months
Generic Presentation Template - Need to present anything additional? A one-off meeting for which you’d like to prep? This is on brand by color and text and will help you bring that polish.
Click the button to check out Branded Marketing resources on the Marketing Intranet page for your Brand’s resources
Visual and Verbal Communication
Visuals: Use visuals effectively Ensure slides are not overcrowded with text; use images, graphs, and charts to illustrate key points.
Clarity and Conciseness: Speak clearly and concisely Avoid jargon and complex language. Aim to convey your message in a straightforward manner.
Body Language: Maintain positive body language Make eye contact, use hand gestures to emphasize points, and stand confidently.
Stay Calm: Maintain composure if faced with difficult questions. Take a moment to think before responding, and if you don’t have an immediate answer, assure the client you will follow up promptly
Practicing and Refining
Rehearsal: Practice your presentation multiple times Rehearse in front of colleagues or mentors to get feedback and refine your delivery.
Timing: Be mindful of time Ensure your presentation fits within the allocated time slot, allowing some room for discussion and questions.
Continuous Improvement: After each presentation, review what went well and what could be improved. Use this feedback to enhance future presentations.
By incorporating these presentation skills, you can complement the marketing team's pitch decks and deliver persuasive, engaging, and professional presentations that resonate with your clients.
C L I E N T E X P A N S I O N
Trusted Advisor
When you’ve built the strongest relationship with your client, you become a Trusted Advisor. At this stage, the client is fully bought in and committed to utilizing you and your OC for your services.
Don’t forget to check out the Marketing Resources branded for your use on the Inranet
Read about becoming that Trusted Advisor on LinkedIn
Watch Why Relationship Selling is so Important on Youtube
Expanding your portfolio is all about leveraging the relationships you’ve built through time and care Resources such as the Client Manager Talk Track and the Client Depth & Breadth sheet are all great starting points, but there are endless ways in which you can expand your busienss with any Client
Check out the Expanding your Portfolio documents on the Intranet
Techniques
How to Identify Client Concerns
Identifying Client concerns is a critical step in the sales process, as it allows us to address potential issues proactively and tailor our solutions effectively.
Start by asking open-ended questions that encourage the client to share their experiences and challenges.
Active listening is key pay attention not only to what is said but also to how it is said, noting any hesitation or emphasis.
Use reflective listening techniques to paraphrase their concerns, ensuring you fully understand their perspective.
Reviewing previous interactions and feedback can also provide valuable insights into recurring issues or concerns.
Once concerns are identified, focus on finding mutually beneficial solutions that address the client's needs while aligning with our capabilities and goals.
By fostering a collaborative approach, we can develop strategies that deliver value to both parties, enhancing client satisfaction and building stronger, long-term relationships.
Negotiation Techniques to Address Client Concerns
Focus on Opportunities, Not Job Orders: Identify the underlying interests behind the client's demands, talk to the Talent Working, not just your Client Contact; Client Managers have to have a physical presence on the site. Addressing these interests can lead to more creative and acceptable solutions for both parties.
Offer Multiple Options: Present a range of solutions or alternatives. This demonstrates flexibility and can help the client feel more in control of the decision-making process.
Use Objective Criteria: Base your arguments on objective data, such as market rates, industry standards, or company policies. This helps in making the negotiation more factbased and less emotional.
Seek Win-Win Outcomes: Aim for solutions that benefit both parties. Highlight how your proposal can meet the client's needs while also serving your business interests.
Be Patient and Persistent: Negotiations can take time Be patient and persistent, and avoid rushing the process. Give the client time to consider your proposals and be prepared for multiple rounds of discussion.
Know When to Walk Away: Recognize when a deal is not in your best interest. Be prepared to walk away if the terms do not meet your minimum requirements or if the client's demands are unreasonable.
By employing these negotiation techniques, you can effectively address client concerns and work towards solutions that are satisfactory for both parties, ultimately fostering a stronger, more collaborative relationship.
Closing Strategies
Successfully closing a deal is a critical part of the sales process. Here are some key strategies to ensure a smooth and effective closing.
Recognizing Buying Signals
Buying signals are cues that indicate a client is ready to make a decision. Being able to identify these signals can help you move the conversation towards a close confidently.
1. Questions About Implementation: When clients begin asking detailed questions about how your service will be implemented, it's a strong indication of interest.
Verbal Cues: Listen for statements that show interest or intent, such as "How soon can we start?" or "What are the next steps?"
2. Positive Feedback: Statements like "This sounds exactly like what we need" or "I like the way this addresses our concerns" are clear signs they are leaning towards a decision.
3. Trial Closes: If you suggest a small next step, such as scheduling a follow-up meeting or a product demonstration, and the client agrees easily, it's a good sign they are ready to move forward.
5
4. Behavioral Cues: In a virtual setting, these might include clients spending more time reviewing materials you’ve shared or consistently attending meetings and asking for follow-up information
Securing Commitments
Once you've recognized buying signals, the next step is to secure a commitment. Here are some effective strategies:
Assume the Opportunity: Act as if the client has already decided to go ahead Use phrases like "When we start" or "Once we begin"
Direct Close: Simply ask for the business. For example, "Are you ready to move forward with this solution?"
Summary Close: Recap the key benefits and agreed-upon points For instance, "So, we've agreed that our solution addresses your main concerns about cost and efficiency Can we proceed with the contract?"
Alternative Close: Give the client a choice between two options, both of which lead to a sale. For example, "Would you prefer the standard package or the premium package?"
Urgency Close: Create a sense of urgency by highlighting timesensitive aspects. For example, "Our current promotion ends this week; would you like to take advantage of it?"
Conditional Close: Ask the client what conditions need to be met for them to make a decision. For instance, "What would it take for you to feel comfortable moving forward today?"
Next Steps: Clearly outline the next steps and get the client's agreement to proceed For example, "Shall we schedule a kickoff meeting for next Monday?"
By recognizing buying signals and using these strategies to secure commitments, you can effectively close deals and ensure a smooth transition from prospect to client.
T A L E N T P L A C E M E N T / M A N A G E M E N T
Ensuring Talent Satisfaction and Retention
Happy Talent Working are more likely to stay and perform well, benefiting both the Client and your OC
Onboarding Support: The team provides candidates with clear instructions and support during their onboarding process with the Client. This helps Talent settle in quickly and effectively.
Regular Check-Ins: Conduct regular check-ins with placed candidates to address any concerns or issues they might have. This shows your commitment to their success and well-being.
Feedback Collection: The team will encourage candidates to provide feedback on their Client interviews and Talent Working with feedback on their placement and work environment. Seek this feedback if not proactively provided to you in Daily Goal Meetings (DGMs). Use this information to make improvements and address any potential problems early with future Clients.
Engagement Cycle
Engagement works for Clients and Talent Working -- you’re the mediator between the two and have to balance the interests of both. This helps manage your personal brand and your OC’s brand reputation in your local market
Ongoing Relationship Mgmt
This is your opportunity to grow professionally as much as it is to grow a book of business for a given Practice Area!
Leverage all that you’ve learned, come back to your resources early & often in your first 6 months -- there will be plenty of details you’ll uncover with each reading.
Use your PowerBI reports and evaluate and analyze your KPIs with your leader -- use the “Drill Through” function everywhere you can, see what additional knowledge your supervisor can impart from their experience.
Seek feedback on how Clients are faring with the submissions you’ve provided them; Ask about new Talent Working, and never hesitate to reach out to Clients to check in.
Remember: The more Job Orders you and your Sales team are bringing to the table, the more options future candidates have and the greater selection, the greater your reputation in your local market, giving you your pick of the candidates in your area. You have the knowledge and the ability, and it’s all fine-tuning from the
C O A C H I N G , I S S U E S , & R E S O L U T I O N
Documentation, BHNATs & EEOC
This is your opportunity to help grow your Talent Working professionally as much as it is to grow a book of business for a given Practice Area!
Documentation - Always document thoroughly, and immediately in Bullhorn to support your efforts, and protect yourself, the Network, the Talent, or the Client.
Discuss Positives in addition to correctionsCelebrate personal wins to build that relationship; Talent Working are more open to corrections and taking your lead seriously if you’re recognizing the full picture of their work.
Understand what is appropriate to coach on and document in the TL Network’s ATS - Please review the EEOC (Equal Employment Opportunity Commission) compliance training on the Intranet.
Remember: The better job your Talent Working do, and the better they feel about working onsite for your brand, the more referrals you’ll receive from the Client and the Talent Working.
The more Job Orders you and your Sales team are bringing to the table, the more options future candidates have and the greater selection, the greater your reputation in your local market, giving you your pick of the candidates in your area.
You have the knowledge and the ability, and it’s all fine-tuning from there!
A P P E N D I C E S
Templates & Forms
Official forms are all featured in the Google Template Gallery:
All Templates should be kept within Bullhorn You can use other colleagues’ shared templates as well (just keep your personal templates private if not sharing) Here you can find Note Action Type Templates, such as for your ICV
And in the bottom right corner of the drop down menu you can see how to organize your old or create new templates Templates serve to save you time, and swiveling to other software to store templates usually results in loss of efficiency and loss of your own time
Templates & Forms
It is best practice to do the same for all messages (email & sms) for the same reasons.
These are great for different touch points or thought pieces relevant to Sales prospects, client contacts, and leads, as well as for Talent touchpoints, assignment sheets, onboarding and pre-employment screening notification, tour location and times, and more
G L O S S A R Y
Bullhorn Definition Sheets
Please check out our most updated Bullhorn definitions in the Glossary documents on the Flight Deck -- if you use the page for any future references, you’ll always be sure to be operating off of the most recent definitions.
