E379 Recruiting Community: CXR Candidate Experience Event

This week we're talking about our upcoming in-person Candidate Experience meeting with our host, Lori Chartrand of Edward Jones! On the fence about joining us for this topic-focused meeting? Listen in to learn why you should be in St Louis this September 11-13!

E379 Recruiting Community: CXR Candidate Experience Event

This week we're talking about our upcoming in-person Candidate Experience meeting with our host, Lori Chartrand of Edward Jones! On the fence about joining us for this topic-focused meeting? Listen in to learn why you should be in St Louis this September 11-13!

Chris Hoyt, CXR 
To know, because every year Gerry does this big family reunion he doesn’t call it that he calls it a camp out.

Gerry Crispin, CXR 0:10
It’s a cousin’s camp out

Chris Hoyt, CXR 0:11
The cousins came out which by the way, Gerry is the would it be impetus? What’s the the origin of I do a family cousins trip.

Gerry Crispin, CXR 0:20
There is an origin. There was there was two cousins one was me and one was another cousin. And and we were always doing barbecues behind my uncle’s houses. There were three uncles in a row. And then we had a friend was a friend of them who’s like another uncle. So it’s four uncle’s in a row. And, and we ran out of room. And, you know, we’re gonna have to do stuff on our own. Because all of these all of these folks who are parents and uncles, they’re all in their 60s are probably going to die soon. any day, any day.

Chris Hoyt, CXR 0:56
Any day. They could.

Gerry Crispin, CXR 0:58
Yeah, being 76. Now, you know, I was pretty stupid at that point, the comments that I was thinking, but

Chris Hoyt, CXR 1:04
Yeah, I have to tell you, the closer the closer I get to that age, the younger it is.

Gerry Crispin, CXR 1:08
So, so yeah. So this was our 46th cousins camp out. That’s amazing. And we had 80, which was a little off year. You know, we typically have a little closer to 100.

Chris Hoyt, CXR 1:26
Did you lose a few 65 year olds?

Gerry Crispin, CXR 1:29
Not yet, not yet.

Chris Hoyt, CXR 1:31
So what’s the one I was going to tell you Gerry? So we’ve now done in my family. I think our third maybe cousins trip and it was born from, I attended your cousin’s trip as an unofficial cousin. And it was lovely. Camp Gerry has great, Lori. Gerry has not only does he have an Airstream that’s, that’s bigger than most people’s homes. He has a tent that’s bigger than his Airstream.

Lori Chartrand, Edward Jones 2:01
The mack daddy.

Gerry Crispin, CXR 2:04
I’ve given the tent away. It’s a it’s an imported $3,000 tent from England, as that has air struts in it, so you pump it up. There’s no metal in the in the tent. And it’s 15 feet wide and 35 feet long. It’s bigger than my Airstream. And I gave it to one of my cousin’s kids, because they now have three. He and his sister have three children between between them and their spouses, obviously. And the end result is it’s a family tent now. So it’s like the inflatable. But it was okay.

Chris Hoyt, CXR 2:50
Wow. Well, it is. It is it is an annual conversation or sorry that you dialed in on the day that we have to do a recap.

Lori Chartrand, Edward Jones 2:58
I feel fortunate.

Gerry Crispin, CXR 2:59
This was all last week. You’re welcome to come anytime, Lori. I’m telling you, we have plenty of honorary cousins.

Chris Hoyt, CXR 3:09
Perfect. Perfect. Up on that. You I think you would love it. It is quite an I went it’s lovely. I couldn’t go this last time but I’m likely to go again. Unless My invitation gets revoked.

Gerry Crispin, CXR 3:21
Yeah, that’s good.

Chris Hoyt, CXR 3:25
Are you guys ready to go? Okay, here we go.

CXR Announcer 3:30
Welcome to the CXR channel, our premier podcast for talent acquisition and Talent Management. Listen in as the CXR community discusses a wide range of topics focused on attracting, engaging and retaining the best talent. We’re glad you’re here.

Chris Hoyt, CXR 3:59
All right, everybody. Welcome back to another recruiting community podcast. I am Chris, your host for the next 20 minutes of banter where we’re going to talk about some exciting stuff. We’ve got a meeting coming up, and we’ve got our hostess with the mostess, who has joined us and we’re going to talk a lot little bit about why that topic is also important, still maybe even a little bit more realized now than it has been over the last year. So I think we got lazy and we’re going to talk about that. But this is pretty exciting thing coming up. I want to first welcome in. Oh, and obviously if you’ve got a chat window where you’re watching us and we’re we’re streaming this one encourage you to go ahead and drop some questions in there, drop your LinkedIn profile, do a little schmoozing and a little networking to go ahead and connect. We have a lot of fun with that. If you’ve got any questions, you put them in there, we’ll make sure if we don’t get to them during the show, we’ll make sure to get something back to you and we’ll get an answer to you. So I want to go ahead and welcome in my co host my partner in crime Gerry camp daddy Crispin. That’s right. Your new name Gerry camp daddy Crispin. welcome Gerry. Welcome back.

Gerry Crispin, CXR 4:59
Well Thank you. Thank you.

Chris Hoyt, CXR 5:01
Does that kind of work?

Gerry Crispin, CXR 5:03
I’m not really fully back yet. You know this. This takes a little mental change. You’re out in the wilderness. Well, I don’t know. I was in the wilderness with with a lovely trailer that had some fantastic air conditioning and everything else so it was good.

Chris Hoyt, CXR 5:21
It’s still so so if I introduce you is Gerry camp daddy Crispin. Should I do it in my movie voice?

Gerry Crispin, CXR 5:29
No. Oh, you’re Italian voice ,

Chris Hoyt, CXR 5:32
No, not the not not my not my mafia boss voice my my move like, now back from camping. We’ve got the man with the biggest tent you’ve ever seen Gerry camp daddy Crispin. It’s not it’s not that.

Gerry Crispin, CXR 5:46
Great. I like that.

Chris Hoyt, CXR 5:50
All right, well, we do have some work things to actually talk about camp daddy. Let’s go. Let’s go ahead and welcome in our guest, first time to the show longtime CXR Lori how are you?

Lori Chartrand, Edward Jones 6:01
Hey there. Hi. Thank you. Thanks for having me. And I’m just like thinking camp daddy Crispin.

Chris Hoyt, CXR 6:07
This is one of those moments. I know what he told me this is what I signed up for what

what Lori you just got back from vacation as well? Yeah.

Lori Chartrand, Edward Jones 6:18
Did Yes. We went to Hilton Head South Carolina and our favorite I think one of the highlights was our private sailing trip that we did. So that was beautiful. We got an okay sunset, but the water was wonderful. So I was a happy camper. Not a camp daddy camper.

Chris Hoyt, CXR 6:37
Lori and her family are on a boat getting an okay sunset, but a beautiful clear water ride.

So Lori, for those who don’t know you and love you like we do, it’s just because they don’t know you yet. Why don’t you go ahead and give us maybe a little bit of an escalator pitch of who is Lori? What Why do we care what Lori has to say, and I’ll put you in full screen so folks can see.

Lori Chartrand, Edward Jones 7:01
Well thank you. That’s so kind of you. So hi, everybody. I am Laurie Chartrand, and I am with Edward Jones. And I am a lover of all things talent acquisition. So I am currently a director in branch Team Talent Acquisition, and I support our North American hiring for branch support roles, systems, service, centralized support, and all of the new teaming and pilot work that we have going on. So I’ve been in TA for 20 years, 12 of those have been here with Edward Jones. And I just love making things better for the candidates, and for our hiring leaders and the people who do the work. So that’s me in a nutshell.

Chris Hoyt, CXR 7:42
I love that. I love that. And the reason we’ve got your on not just because you’re awesome. But we’re coming to your house. Yes, yeah, essentially. And we’re bringing some people with us. Yeah.

Lori Chartrand, Edward Jones 7:57
I’m super excited, like, I can’t like I think I’m gonna have to start one of those countdown apps where I can be like, okay, 12 more days, 10 more days.

Chris Hoyt, CXR 8:06
My sister does that she she loves that thing. So so we just for those who don’t know, in September, we the candidate experience meeting we do, we’re going to be out at Edward Jones, we’re going to be in St. Louis, in that area there. And we’re going to be connecting with not just Lori and members of her team. But we got a whole bunch of TA professionals that are coming out who are passionate about the topic of candidate experience. Now hang in here with us because we’ve got a little bit of a howdie-do trying to stick into the camping theme, but I’m running out of vocabulary is howdie-do camping? Doesn’t matter. I think it should be somebody add that to the the camping vernacular. So anyway, we got a couple slots left. And we’ve decided that we’re going to invite two qualifying companies, so won’t just be any company, right? You gotta gotta be doing the work. But we’re gonna vote to any two qualifying companies that are interested in attending that. So if they want to come out, so usually these are members only. We’re going to open up two seats and sort of get that out and see who would like to attend. So hang in there for the details. We’re going to share it but I want to first talk about why why is candidate experience important? And I think it’s good thing that we have camp daddy Crispin on candidate experience camp daddy Christmas. There’s been I keep wanting to call your Christmas, Gerry talking about he’s kind of a kind of a godfather of candidate experience. Would you say Lori?

Lori Chartrand, Edward Jones 9:28
I would definitely say that.

Chris Hoyt, CXR 9:31
For sure. He’s got some work in on the topics security. Is it still an important topic? Is it done?

Gerry Crispin, CXR 9:38
Well, it’s not it’s, it’s not done. It needs to get started once once more. I mean, you know, this is one of those. One of those topics where you know, in the past, you would get pretty much what do you mean be nice to the candidates or whatever it was. I don’t have time For that I’ve got I’ve got a, I got to make a living here putting bodies in seats and, and you know, once we line up the candidates, pick two of them, get rid of everybody else, then we got to start all over with the next job. So, you know, somewhere along all of this, we suddenly realize that the relationship that we build that is poor with candidates and how we treat them is long term reflects back on us in terms of our business, either through how we handle them, how they see us from a, from a branding point of view and tell others about whether they should be applying for the same job or, or in terms of our products and services. And, the biggest problem we’ve had as an industry is not really measuring until the last 10-12 years. What that means as a compelling business issue. And we now have the data that demonstrates that if you screw around with the candidates, given the position that the candidates are in terms of being much more capable of sharing their information, broadly and widely, and influencing how you’re recruiting, we can measure the cost of that. And and the cost is very high.

Chris Hoyt, CXR 11:32
So I have to have a hypothesis, I have a theory. So candidate experience hits it strong years ago, right out of the gate. Talent Board doing this survey, there’s there’s awards, there’s banquets, these are big topic for people paying attention, and he gets some momentum. And we we start showing and proving that it impacts the business. And I think it’s it is so successful, that I think it starts to be almost taken for granted and baked in in a lot of places. And I think you and Laura, I’d love your opinion on this case, tell me think I think we got lazy. And like the TA teams, we get a little lazy, the process gets a little lazy, but I think because currently we have an unprecedented, almost unprecedented number of of TA leaders who are in transition right now who are looking for work and who are expressing frustration and, and pain points in the process, I have a feeling we will see a resurgence of a focus on a candidate experience, as these leaders get back into leadership roles going through the ghosting, right going through themselves the ghosting and no response to an application shitty interviews not you know, not feeling like they got to share their you know what they bring to the table entirely being dismissed so that my theory is slump, that we’re gonna come out of that thing on fire. So Laurie, what do you think you agree, you disagree?

Lori Chartrand, Edward Jones 13:05
I think that’s a good look forward. When you think about where we are in the state of TA and the number of people that are looking for jobs right now that are the recipients of that. So I’ve often said to my teams that, you know, I think it’s good when you interview hopefully within our company, but even if it’s somewhere else like that is an empathy builder, because a day feels like a week and a week feels like a month when you’re a candidate. And so I just think it’s really good for people to take a step back and remember what that felt like, especially if you have tenure with your company, and haven’t been in those positions to understand that feeling. And so I think you’re right, like TA feel like for the most part used to be seen as overhead now, and we’ve been able to show to Gerry, to your point, like here’s the dollars of the impact, this is why it’s important to invest the people and the tools to be able to make sure that we can bring that to life

Gerry Crispin, CXR 13:54
If we’re able to elevate power Practices and Technology that the recruiters are using. So that so that the candidates that don’t go forward and the in let me just specifically state, the ones you don’t go forward with are candidates. And fundamentally, if we were so skilled, that we could let them down in a way that was respectful and even learn as recruiters how to give a little bit of feedback to help them compete the next time they have a job and do it in a way that they appreciate. I think we would see a change in terms of how they become champions, if you will for the next generation of recruiters who want to apply and work for you. And I think it’s becoming increasingly important to do that. And I do think that there’s going to be winners and losers losers in the next few years on the basis of that, because we are whether we like it or not teaching recruitment teaching candidates how to make better decisions for themselves for the both the short and long term.

Chris Hoyt, CXR 15:14
So Lori, let me ask you, I mean, I feel like this is the tip of the iceberg for the candidate experience conversation. I mean, in my humble but correct opinion, all three of us are spot on with regards to sort of where right candidate experience sits and how important it is. But I think there’s so much more that happens. And I think that’s one of the reasons why we have you know, we’re only doing five meetings this year. It’s one of the reasons why candidate experience was part of that, because we typically have 11 topics that we hit pretty hard in person. We did five this year candidate experience made the cut. Why? What Why, why that topic? Why when we asked leaders what topic they wanted to host if they wanted to host? Why did you raise your hand first and say candidate experience?

Lori Chartrand, Edward Jones 15:58
I think it’s because I’ve always loved it in general, right? Like, those are the conversations that I always get most excited about. Because regardless of what CXR topic session, you’re attending, somehow candidate experience always gets brought up in there. And so I know, for us at Edward Jones, we’ve been really thoughtful about it, you know, we want to partner for positive impact, we want to deliver value through personal relationships. And I don’t think it’s any different with our candidates. So while we’ve done candidate personas, and candidate journeys. 2023, we’ve had two big wins, which was moving our application to the end of the process. And that is for the individual that’s receiving an offer. So that has multiple benefits in it. But then the second one, Gerry, to your point is our assessment for our branch support professionals. As soon as they’re finished, they receive an immediate feedback video to tell them, hey, here are some strengths for you to be considered. And you’re next, and then that gets them set up whether they have a job. So whether they’re hired or not, they’re getting that immediately. And it’s done in a way that’s positive, but also minimizes risk. Because I think that’s part of the reason some companies are hesitant and giving some of that feedback. But I think as recruiters, you know, where’s the right moment to help them and be able to say, Hey, you’re next time you think about this,

Chris Hoyt, CXR 17:14
I love that you have escalated, you have moved past? You’re just not the right fit, or you’re not the most qualified candidate such a generic answer for so long,

Gerry Crispin, CXR 17:23
or it’s not the right time for you? Yeah, you know, we we, we would love to see you compete effectively for this job. You know, and we want to give you some feedback to help you think that through and over time, I hope you’re back and I hope we’re able to hire you or, you know, here’s here’s where you might have a really great career. It’s just not with us. We got we got to do something to be helpful there.

Chris Hoyt, CXR 17:54
Yeah, I do. I do. Think to Lori’s point, there is a risk mitigation issue with how much feedback we give back. That’s a concern. But there’s also like, being a nice person, like, you know, like, give it at least acknowledge the application at least acknowledge, you know, and I know this is baseline stuff. But it blows my mind I’m talking to I’m talking to at least 3 TA leaders a day right now, when I’m when I’m in the office. And every single one of them is saying they’re having they’re having a hard time on that front.

Gerry Crispin, CXR 18:25
Nobody learns how to reject people, you, you, you learn it really as you mature on the job, and recognize that that’s something that you need to do as well as you can. And it’s not always fun. But the reality is, it’s a responsibility of being I think a world class recruiter, is being able to reject in a way that’s respectful. And most organizations just aren’t asking recruiters to have that skill. And we need to build that that’s just one of several things, obviously, setting expectations, holding people accountable. All the various things that we know, now are critical practices for baseline issues with with a good candidate experience program.

Lori Chartrand, Edward Jones 19:14
Well, it seems like common sense some baseline is not for everybody, right? Like you’re kind of like, okay, well, I would have thought but are there there are things right, you can tell the candidate like hey, next time you interview, you might want to be a little bit more brief. Or you should have spent more time talking about this. That’s not saying why we did or didn’t select them. It’s giving them a nugget to then try to be better. Right. We love hearing feedback as human beings. So yeah.

Chris Hoyt, CXR 19:37
Yeah. Well, to your point. And I think a senator with the tip of the iceberg comment that that’s why the the meeting we have coming up is two days is we do a dinner, kind of meet and greet the first the first evening it’s after we do we do a local charity event, which we’re super excited about six chairs as part of the six or cares, it’s part of the six our foundation, but then we do a kickoff dinner, we do a full day. I at the headquarters where we’ll meet your team will sit down with all of these other leaders, a full day of working through exercises and show Intel’s and case studies. And then we do a whole nother half day. You can’t for a day and a half talk about, gosh, we should get back to candidates. I mean, it’s just a deep, there’s just so much more to it. Yeah,

Lori Chartrand, Edward Jones 20:20
I think it’s like, it’s not just the white, it’s the how pieces and those are the things I’m excited.

Gerry Crispin, CXR 20:24
I think we also we particularly want to learn from each other. So rather than get, you know, so called experts in a variety of other kinds of things, who by and large learn from the people they talk to. It’s, it’s what I love most about what we do is, is it’s a shared process. So whether it’s all of the folks who are members, or the two folks that we were going to hopefully offer to join us, it’s going to be participatory. So you need to think about that when you when you show up.

Chris Hoyt, CXR 21:01
You just said something Gerry that I’m a little embarrassed that I have I have not referenced or mentioned before, even really, really given some thought to when you have these r experts who are touring and speaking, where does everybody think they get all of this knowledge from it’s a, it’s the practitioners, it’s the people that are doing the work and, and leaning in and doing it. So that’s, I think that’s why I love you know, sitting in these rooms and listening to these people and learning from them.

Lori Chartrand, Edward Jones 21:32
I just say that these are great sessions for people who are introverted, like me or extroverted because it gives you a good structured way to mingle and learn more. But then for those that are extroverted, they’re getting their cup filled, I’m still keeping in mind right there, you know, so it’s really good, like, I thrive off of those two days together with you all.

Chris Hoyt, CXR 21:51
I love it. Well, let me really quickly for the, for the dates. For those who are interested, I think we’re kicking off September 11 5pm, that’s when we get all that good stuff together. And then it’s gonna go till the 13th ends about I’d say we get out of there no later than two o’clock, and it’s going to be in St. Louis. If you’re interested, there, I got a little button to put on the screen. If you’re interested, all you have to do is email info at CXR dot works and one of our team members gonna get back to you, not anybody who emails us it’s gonna get to go so you got to be doing some of that work willing to learn on that work. You don’t have to be an expert at the candidate experience. But you do have to be leaning in and passionate about that topic. And we will put you in a room full of quite frankly, awesome, awesome leaders from around the country and sometimes we get some of the national folks coming to North American meetings talking about this stuff, so I’m excited about it.

Lori Chartrand, Edward Jones 22:42
I can’t wait. September is beautiful time in St Louis. Still a little warm not too hot.

Chris Hoyt, CXR 22:51
It’s a great plug Lori it’s just been so exciting to have you on I’m so I’m so I don’t know why we don’t have you on the show more often. I am. I’m a failure as a host we need to have you back.

Lori Chartrand, Edward Jones 23:01
You know where to find me now.

Chris Hoyt, CXR 23:03
All right, wonderful. Well, I think that’s going to be it. So thank you so much for your time. And you know, we’ll see you next time on the podcast for recruiting community so pretty good Gerry.

Gerry Crispin, CXR 23:13
Yeah, that’s really good.

Chris Hoyt, CXR 23:14
That’s it it’s getting close to the end All right, everybody thank you so much. Hang in there

CXR Announcer 23:24
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