Challenging situations

Question 1

My consultant is often sick

Answer 1

• Call consultant and ask him “How are you ? I’ve noticed that you were often absent from work lately. Is there anything I can do to support ?
• Check the 2-3 following timesheets after call
• Involve client if needed
• No specific behaviour expected from AM initially

Question 2

My consultant is not performing according to client’s expectations

Answer 2

• Gather feedbacks from client and consultant (what is not going well)
• Feedbacks need to be fact-based and constructive
• Agree on action plan with client (who talks to who, deadlines, change of behaviours expected)
• Explain action plan to consultant
• Depending on the feedbacks, consultant can be involved first

Question 3

My consultant wants a salary raise

Answer 3

• If topic addressed during recruitment process, refer to content of discussion
• If topic not addressed, let the consultant to explain the reasons behind his request and why he thinks he deserves this
• Don’t say yes or no during the initial discussion
• Tell consultant that you’ll see what is possible and that you’ll contact him later
• Involve client and AM in the discussion as we’d prefer to increase our fees if we raise the salary (unless a raise has been agreed before the start of the assignment)

Question 4

My consultant wants ato be hired by another staffing company for the same client and same assignment

Answer 4

• Remind consultant that there is a specific clause in his work contract that prevents such move
• Ask this question « What is the reason behind ?» to get a sense of what are the motivation to change
• Involve AM as client needs to understand that he also needs to have a fair competition between his provider
• If consultant jumps constantly between companies, it will lead to a higher fee in the end (since the main motivation to change company is to get a higher salary)

Question 5

How to lay off someone who is sick or injured ?

Answer 5

• Depending on the situation, it is legally possible to lay off someone who is sick or injured
• If that is the case, contact the consultant
• Ask if the timing is good since you need to have an important discussion
• Ask a colleague to listen to the conversation
• Explain the main reason behind the decision
• Conclude by explaining the next steps (registered postmail will be sent)

Question 6

My consultant wants additional training

Answer 6

• Redirect first to Temptraining
• If we trainings are offered to consultant, it needs to be linked with our client needs
• Talk with AM about raising the fee with client
• Keep in mind that during training, we can’t invoice the client for non-worked hours

Question 7

When should I offer Career Step to my consultant ?

Answer 7

• No need to use this wording or framework
• Talk instead about salary increases, potential trainings and if consultant paid during trainings (3 items)
• Summary of conditions in email or attached from work contracts

Question 8

What is expected from me as a CM regarding Temptraining ?

Answer 8

• CM to introduce Temptraining during onboording meeting
• We expect CM to at least once during the assignment to adress this topic during one touchpoint
• Consultant is responsible to submit requests on temptraining platform

Question 9

What is expected from me as a CM during the onboarding phase ?

Answer 9

• Meeting done in our office if possible
• Use checklist on BP to know what to tell during this meeting
• Success = Consultant understands role of CM
• Success = Consultant understands what to expect from CM
• If AM in the office, introduce consultant and AM
• Clarify that CM is the go-to person for any questions

Question 10

What is expected from me as an CM during the offboarding phase ?

Answer 10

• Contact consultant by phone when assignment is about to end
• Contact client by phone when assignment is about to end
• Ask client if new needs in his team/department
• Create work certificates based on feedback (WIP)