I still find there are too many clients out there that feel we [recruitment agencies] are a ’necessary evil’ rather than a strategic business partner. It’s about time clients realised that value for money is more important than the cheapest price, and it’s up to us to change how our clients perceive us, and how much value they place on the services that we offer.

We have seen a huge shift in the way that we do business over the past few years:

• We have become better account managers and customer service is more important than ever
• Compliance has always been important but now it’s our number one priority
• We respond more quickly and take better care of our candidates
• Our recruitment consultants are better trained, better paid and better supported than ever before
• We are always looking for new accreditations to mirror those of our clients
• We are more transparent regarding our rates, fees and margins
• We are looking to be more imaginative and more flexible regarding the services that we offer.

But while clients have to expect more from their agencies in terms of service, I believe they should be prepared to meet us halfway.

In return for the changes many agencies have made, clients should be prepared to allow us to make sufficient margin to enable us to employ, train, develop and retain teams of consultants so that we can provide a consistent and high level of service.

Clients don’t order their materials the day before it’s required, so they have no right to expect perfection if they order labour the day before

Here are some ways clients can help themselves to get value for money while maybe not getting the cheapest rates:

• Plan ahead - it’s not just about plugging a gap or covering for holidays now; many of our top clients are working with us and planning several months in advance what teams are likely to be required for which sites. Clients don’t order their materials the day before it’s required, so they have no right to expect perfection if they order labour the day before
• Provide adequate supervision and guidance - too many complaints and too many queries are directly attributed to poor supervision and instruction from the client; you’ll get more productivity, less churn and therefore better value for money if you properly induct and instruct your temporary workers.
• Work with fewer agencies - it’s about economies of scale; if you are giving fewer agencies more work and better quality work, they are undoubtedly going to give you better rates or maybe even include a rebate based on turnover at the end of the year
• Get to know your recruitment consultant and treat them with respect - you’ll get more from them if you’ve taken the time to meet with them, educate them about your business and make it clear that their services are greatly valued by your company
• Pay promptly - the majority of agencies will factor or invoice discount, which is very expensive but a necessity. The shorter the timeframe between invoicing and collection the less the agency pays and the more likely it is to offer a reduction in the rate
• Provide feedback - how are we going to get better without feedback; if we’ve supplied someone that has done an outstanding job make a point of letting us know. The candidate will want to work for you again and the consultant will call you first when they become available again
• Volunteer to provide testimonials and refer us to your colleagues or subcontractors - if you are benefiting the consultant with further business opportunities, again you are likely to enjoy a more competitive rate in return.

The flexibility, the control and the cost savings enjoyed by clients that use agency workers in a strategic fashion are enormous, and the clients that are prepared to allow the agency to make a fair and reasonable margin are in return receiving a better service than ever before and are saving money in other ways through higher productivity, less ’churn’ and ultimately better quality workers.

If a client opts to use someone else on the basis of price, remind them of the great service you’ve given them over the years and the value for money that you offer and let them go. They’ll be back.

David Brooks is managing director of Bromak, recruitment provider for the built environment