Learn how 15-Year Diamond Best of Staffing winner GDH uses feedback to maintain its high service standards JJ Hurley, CEO of technical staffing firm GDH, explains that the firm wasn’t founded with a clear culture statement. Instead, its culture statement gradually rose to the surface thanks to ClearlyRated’s survey program. “The word ‘care’ kept popping up in the feedback we got from our employees, clients, and client-facing employees (CFEs, or consultants). Even though we were already living by this culture statement, we hadn’t identified it yet,” he explains, noting that ‘We care about people’ now guides all efforts at the firm. Learn how GDH has earned a total of 31 Best of Staffing Awards, never skipping a year for client satisfaction, talent satisfaction, or employee satisfaction since the beginning of surveying each group. Challenge Prior to engaging ClearlyRated, GDH didn’t have a channel to obtain objective feedback on its services. “We knew we probably had some blindspots but didn’t have a way to identify them,” JJ says. “No one will walk into your office and tell you what they don’t like. When you ask someone directly, it’s challenging to get honest feedback, so we knew we needed an objective third party.” Solution “ClearlyRated’s solution has given us an objective third-party channel for our clients to share honest answers. Data from an unbiased source is invaluable information.” JJ Hurley, CEO, GDH When GDH engaged ClearlyRated, they had two goals: Service validation. GDH wanted to know whether they were delivering what they thought they were and if their clients were happy. Growth without service degradation. GDH wanted to expand without causing current clients to suffer. They also planned to use client feedback to guide and enhance their growth strategy. As GDH prepared to launch its survey program, leaders also partnered with ClearlyRated on internal training to ensure its internal employees understood the Net Promoter Score (NPS). This prepared staff to encourage clients’ responses and then to understand the survey results once they came in. Outcomes Beyond earning a string of Best of Staffing awards for client satisfaction, talent satisfaction, and employee satisfaction, GDH now better understands what each group needs and gets regular feedback on how to serve them even better. “We validated that we were doing a great job, but also learned what we could improve, which is great because we’re never satisfied. We always want to know what we can upgrade and, without feedback, we won’t have clear direction,” JJ says. Data from ClearlyRated’s surveys helps GDH identify and track trends in their service over time so they can stay ahead of any issues. It also highlights specific opportunities for enhancements, ensuring they continue to take care of each group. Below are just a few of the improvements they have made based on survey feedback. Consultant care team to support CFEs. When ClearlyRated talent surveys revealed that their CFEs needed more support, GDH formed and trained a team focused solely on supporting this group. Now the consultant care team proactively reaches out to CFEs, establishing monthly calls to provide personalized service. Care consultants connect CFEs to information, tools and resources as needed, especially when it comes to helping them find their next role. Improved employee experience (EX). GDH understands that its EX directly impacts its client and talent experiences. Sharing real-time shout outs from ClearlyRated surveys helps keep morale high, but leaders also make sure to listen to employee feedback on how they can better care for this essential group. For instance, one survey revealed that someone felt the bereavement policy at GDH could be more robust. “This was something we could easily improve, but we would never have realized that it was important without the survey,” JJ says. Open feedback channel during COVID. As we all know, when the pandemic hit, in-person interactions dwindled. Fortunately, GDH already had ClearlyRated in place to secure honest feedback. “When we couldn’t sit face to face as often, it became even more critical to get deep-dive feedback data,” JJ says. When the survey results were in, 96% of people reported that GDH was still meeting their expectations despite their newly remote working environments. “We were glad to get credible input that showed our teams were still invested in solving our clients’ problems.” Credibility in marketing materials. GDH shares its many testimonials both internally and externally through various marketing campaigns, including on social media. They also include their Best of Staffing Award badges on sales sheets and their website as well as in email signatures and presentations. “We leverage our awards anywhere and everywhere we can. They’re widely recognized and legitimize our commitment to quality and excellence,” says Ashley Cope, marketing manager for GDH. Results GDH has consistently earned outstanding star ratings from clients, talent, and employees. By fostering a culture that cares about people, the firm has also won Best of Staffing awards every year that it surveyed each audience. This amounts to: 15 consecutive Best of Staffing Client Satisfaction awards 12 consecutive Best of Staffing Talent Satisfaction awards 4 consecutive Best of Staffing Employee Satisfaction awards That’s 31 total Best of Staffing awards … and counting!
