How do you engage the disengaged customer?

Marney Curfman

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Jul 1, 2014, 3:08:16 PM7/1/14

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The article referenced at the bottom of this messages summarizes the vibe I feel in the lobby lately. Of course, we have many driven job seekers here daily working very hard on their job search. However, of late we have more SHORT interactions with customers that just want a job (or an application) and are not interested in the long list on MinnesotaWorks.net.

My question is, what do you do to or how do you engage this type of customer?

Here are tactics I've used:

If you have time, you're welcome to use our computers to search for work.
Are you using www.MinnesotaWorks.net? It only
Have you used the keyword search on www.MinnesotaWorks.net?
Yes, there are hundreds of openings listed on www.MinnesotaWorks.net. Please help yourself to a computer Resource Room to view them. There's a staff person to help you.
What other places have you applied to?
There is a staff person in the Resource Room to help you with the computer.
Can I show you how www.MinnesotaWorks.net works?
Here's how the www.MinnesotaWorks.net keyword search works.
Look! There's 246 postings with the word 'production'. You're welcome to read more about them in the Resource Room and there's staff in there to help you.
Would you like to make an appointment with a staff person to help you one-on-one?
Sorry, that's the only paper application I know of, but if you login to www.MinnesotaWorks.net each posting will tell you how the employer would like you to apply. You're welcome to read more in the Resource Room. There is staff to help you.

... People are less driven here." ... "We know there are jobs out there, but people do not know or believe it. "The research shows people are ambitious but don't do enough to put themselves in contention." ...

http://www.plymouthherald.co.uk/Survey-Plymouth-job-seekers-ambitious-lack-drive/story-21214622-detail/story.html

Snyder, Lisa (DEED)

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Jul 1, 2014, 5:13:39 PM7/1/14

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You bring up a good conversation piece, Marney, with regards to engaging the customer and general sentiments of discouragement about the job market. From what I gathered, a helpful approach is to explain the benefits of MNWKs and using the Resource Area services to conduct job searches and find out about workshops. If staff knows about their local job markets (industries and companies hiring), that would be helpful too. Main point is to engage the customer. Thanks for the post!

From: rr...@googlegroups.com [mailto:rr...@googlegroups.com] On Behalf Of Marney Curfman
Sent: Tuesday, July 01, 2014 2:08 PM
To: rr...@googlegroups.com
Subject: {RRAF} How do you engage the disengaged customer?

The article referenced at the bottom of this messages summarizes the vibe I feel in the lobby lately. Of course, we have many driven job seekers here daily working very hard on their job search. However, of late we have more SHORT interactions with customers that just want a job (or an application) and are not interested in the long list on MinnesotaWorks.net.

My question is, what do you do toor how do you engage this type of customer?

Here are tactics I've used:

If you have time, you're welcome to use our computers to search for work.

Are you using www.MinnesotaWorks.net? It only

Have you used the keyword search on www.MinnesotaWorks.net?

Yes, there are hundreds of openings listed on www.MinnesotaWorks.net. Please help yourself to a computer Resource Room to view them. There's a staff person to help you.

What other places have you applied to?

There is a staff person in the Resource Room to help you with the computer.
Can I show you how www.MinnesotaWorks.net works?
Here's how the www.MinnesotaWorks.net keyword search works.
Look! There's 246 postings with the word 'production'. You're welcome to read more about them in the Resource Room and there's staff in there to help you.
Would you like to make an appointment with a staff person to help you one-on-one?
Sorry, that's the only paper application I know of, but if you login to www.MinnesotaWorks.net each posting will tell you how the employer would like you to apply. You're welcome to read more in the Resource Room. There is staff to help you.

... People are less driven here." ... "We know there are jobs out there, but people do not know or believe it. "The research shows people are ambitious but don't do enough to put themselves in contention." ...

http://www.plymouthherald.co.uk/Survey-Plymouth-job-seekers-ambitious-lack-drive/story-21214622-detail/story.html

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Abels, Jean (DEED)

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Jul 1, 2014, 5:42:40 PM7/1/14

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In addition to minnesotaworks.net, I will point out other job banks like simplyhired and indeed – Jean Abels

From: rr...@googlegroups.com [mailto:rr...@googlegroups.com] On Behalf Of Marney Curfman
Sent: Tuesday, July 01, 2014 2:08 PM
To: rr...@googlegroups.com
Subject: {RRAF} How do you engage the disengaged customer?

The article referenced at the bottom of this messages summarizes the vibe I feel in the lobby lately. Of course, we have many driven job seekers here daily working very hard on their job search. However, of late we have more SHORT interactions with customers that just want a job (or an application) and are not interested in the long list on MinnesotaWorks.net.

My question is, what do you do toor how do you engage this type of customer?

Here are tactics I've used:

If you have time, you're welcome to use our computers to search for work.

Are you using www.MinnesotaWorks.net? It only

Have you used the keyword search on www.MinnesotaWorks.net?

Yes, there are hundreds of openings listed on www.MinnesotaWorks.net. Please help yourself to a computer Resource Room to view them. There's a staff person to help you.

What other places have you applied to?

There is a staff person in the Resource Room to help you with the computer.
Can I show you how www.MinnesotaWorks.net works?
Here's how the www.MinnesotaWorks.net keyword search works.
Look! There's 246 postings with the word 'production'. You're welcome to read more about them in the Resource Room and there's staff in there to help you.
Would you like to make an appointment with a staff person to help you one-on-one?
Sorry, that's the only paper application I know of, but if you login to www.MinnesotaWorks.net each posting will tell you how the employer would like you to apply. You're welcome to read more in the Resource Room. There is staff to help you.

... People are less driven here." ... "We know there are jobs out there, but people do not know or believe it. "The research shows people are ambitious but don't do enough to put themselves in contention." ...

http://www.plymouthherald.co.uk/Survey-Plymouth-job-seekers-ambitious-lack-drive/story-21214622-detail/story.html

--

Sammann, Curt (DEED)

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Jul 2, 2014, 9:43:44 AM7/2/14

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It may be less compelling/timely to suggest that the customer specifically defer to the programs/instruments that they’ve become disenchanted with…

1. Encourage direct outreach to employers. Many customers will spend too much time investing themselves in passive/reactive job search (filling out on-line apps) and end up competing with thousands of other job seekers doing the same thing. Exclusive reliance upon an intermediary service, such as a resume deployment program or job matching program, is in a practical sense disengaging for the job seeker…it takes the job seeker out of the loop. Direct outreach forces the customer to address core components such as presentation, self awareness, communications skills, networking, image reconstruction…. and it puts the seeker back in control.

2. Be an ally for the job seeker by knowing the local job market. Know which local employers may be expanding/relocating. Assess and know which employers are scheduled to exhibit, at not only your office, but at regional “business-of-the-day” events. Know which employers have exhibited in the recent past. Know which employers are targeted by your local business services person for potential expansion/recruitment. Network with WorkForce Center partners and affiliates and get some perspectives of how they are serving their customer base.

3. If your WorkForce Center offers a job club/seeker support group, encourage the customer to enjoin and share with other seekers who may be experiencing similar mind blocks. Shared insights can lead to individual solutions and self empowerment. Determine as best you can that the group is facilitated by someone who has skills in proactive leadership and confidence building. If your Center doesn’t offer such a group, find a regional Center or a local partnering alternative to suggest. Arm yourself with knowledge and insights that will be of substance for the seeker.

Curfman, Marney (DEED)

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Jul 2, 2014, 10:49:42 AM7/2/14

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Thanks Curt. Your words help me to brainstorm!

Perhaps today I’ll

· Keep the www.mn.gov/deed/jobfairs page up so I can immediately show an antsy customer. A plus, that page won’t time-out on me like the keyword search on MinnesotaWorks does!

· When time allows I’ll do a ‘past 24 hours’ search in MinnesotaWorks and email a screen shot to myself to share with seekers throughout the day.

· Grab some jobs transition group cards off the bulletin board and hand them out.

Sammann, Curt (DEED)

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Jul 2, 2014, 11:24:32 AM7/2/14

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Great work, Marney!

Thanks for developing innovative approaches to offset the malaise that often disheartens both the novice and the long term job seeker. The job seeker perceives us as being the “go-to” people to help them redirect and reenergize…that’s why they’re in the lobby at the St Cloud WFC, hoping that we’ll have some better ideas – and, as you’re demonstrating, Marney, we do have better ideas because we work hard to find them.

Best to you!