As an executive search firm in Austin that engages with many diverse candidates, we sometimes make honest mistakes.
For example, this morning we had reached out to a candidate who we had already interviewed in May and we had rejected for an opportunity. My team did not document properly this information in our data base and we ended up contacting him again for the same opportunity. The candidate was understandably upset.
When we make a mistake my staff investigates the mistake, owns up to it (if it is our fault) and attempts to make the situation better for the offended person.
In this case, we did not properly document our data base information. Both my staff and I have pledged today to do better in this area and I know we will.
Second, I personally called the offended candidate and left a vm with an apology (the reason for the mistake and an offer to help him in the future). In this case, I will offer my services to keep my eyes and ears open for a new opportunity for him and also offer my services down the road as a sounding board as he engages with other recruiters and companies.
Fixing honest mistakes does not have to be difficult. It can lead to a better process, useful lessons learned and can sway a negative candidate opinion to a delighted one.
