Amazon Cathy A. Reilly Universal Publishers Category:  Business/Investing Publisher: Universal Publishers ISBN-10:  1612330614 Type: Non-Fiction Pages: 532 Copyright: July 19, 2012 ISBN-13: 9781612330617 No matter where you are in the three-sided working arrangement of temporary employment, The Temp Factor: The Complete Guide to Temporary Employment for Staffing Services, Clients, and Temps is the most comprehensive and innovative manual on temporary employment you will find today. Temporary employment is on the rise. In uncertain economic times, many businesses view employing temps as a cost-effective strategy to both maximize productivity and foster flexibility. Being noticed and ultimately hired by clients in this increasingly competitive market requires staffing services and temps to perform at new levels of excellence. Working with staffing service firms and temps for over 20 years, Cathy A. Reilly has learned a thing or two about the staffing industry and the bottom line: what temporary employment success looks like to a client.  This up-to-date book is written for anyone working within the temporary employment industry, whether you are just starting out or possess years of experience. It provides readers with basic information to build upon, fresh perspectives, and better solutions to meet today's business staffing challenges. The Temp Factor is a valuable resource for temporary employees, clients and staffing services seeking to achieve distinction and a competitive edge. Excerpt Touch Points and Finding Gold in the Moment Shining brighter . . . Throughout the temporary employment working arrangement, staffing services, clients, and temps experience what I call “touch points”. These are the everyday occasions where one of these three business partners (staffing service/client/temp) is tapping the other, or is being tapped in this process. Each of these touch points is an opportunity to take a routine contact, apply a little insight/understanding, then add a little something extra to strengthen the impact. Here are six sample scenarios for these types of contacts between “Staffing Services & Clients”, “Clients & Temps”, and “Temps & Staffing Services”. They explain how things can be taken up a notch at certain touch points to find Gold in the Moment . . . STAFFING SERVICES & CLIENTS Sample 1. Touch Point: Staffing service contacts client seeking new business Gold in the Moment: … can be found when the staffing service contacts clients through a “valued resource/consultative approach” vs. selling. Staffing service should offer information over asking for business. Position yourself in a knowledge-based stance and as some-one that has something clients want. Be the service with inside information that clients need and value. Become a staffing expert, not just “order filler” for temps. Each client contact should give the client something and not be a “take-away” by the staffing service. Keep client interest high by giving them excellent value each time you contact them. Always have a knowledge-based or informative reason to make this connection. Take this opportunity to update your client’s profile. It demonstrates the service is focused on the client’s needs and that you are paying attention to details. This reinforces your quality client care and makes for a more productive “checking in” protocol with clients. Sample 2. Touch Point: Staffing service is going on-site to client’s office (whether it is a first meeting or a relationship-building supplementary meeting) Gold in the Moment: . . . can be found when the staffing service sets up this meeting to include all relevant client contacts and brings any staffing service team members that service or back-up this client. Too often not all of these business partners meet, which leaves a gap. Make this an opportunity for all concerned parties who work together to meet. Facilitate deepening the client and staffing service connection with each face to face. More Gold in the Moment: . . . can be found when you go on a “first meeting” with a client and conduct it like an interview, asking questions and then answering them for clients. Do not rely heavily on staffing service fancy brochures and marketing materials (which often do not get read by clients) to win them over. Talking points are more powerful with clients. Supplying references and presenting informational materials (i.e., employment or industry trends, temp statistics, compensation info, etc.) is even more powerful! Make a social connection to build rapport, but overall, stay on point about what you can deliver to solve a client’s problems, save them time or money and enable them to work more productively. Provide examples of issues or challenges you have handled for clients to show your expertise. Target how you will work for this particular client vs. telling them that you know their industry. Be a specialist who is individually focused. Don't be a generalist or someone who claims to "just know" or "get it.”. Get the details and pay attention to them. Conduct a well-balanced meeting where there is an effective exchange of information by all parties, Make sure each party learns about the other. Still More Gold in the Moment:. . . can be found when you tour a client’s space and focus on learning about their corporate culture. See exactly where temps will be working. If you have toured a client’s space before, ask about any changes or modifications that have been made like additional floors, new departments, retooling of space, etc. Spend time in the reception area and you will learn a lot by seeing who is coming and going, how guests are treated, how employees greet or part ways with each other. See the client’s kitchen/cafeteria/break room. This is one of the most social places at a company. Here, you can learn a lot about how employees interact with each other since they are more likely to let their hair down in this back office space vs. the hallways. Sample 3. Touch Point: Existing client places a temp assignment request with the staffing service Gold in the Moment: . . . can be found when the staffing service asks for job description if not on file and secures the position’s top three priorities, “cultural fit” information and any other necessary details. This opportunity is a learning opportunity to understand even more about your clients and strengthen your expertise about their company and their needs. Get more than just job titles, dates and times of each assignment. This information is a knowledge-builder. Clients want a staffing service that really knows them and knows what works inside their company. You will stay ahead of your competition with this skill set about your clients. Sample 4. Touch Point: Staffing service informs client “who’s coming” for a temp assignment Gold in the Moment: . . . can be found when the staffing service provides more than just name, rank and serial number of the temp. Offer information to a client such as the temp’s resume, bio or temp experience info, work experience info, temp’s current work strategy (i.e., looking for a temp to perm position, looking for a long-term temp position, temping while finishing school, etc.), “repeater” reputation (i.e., Is this a temp who is requested often to return to clients? If so, that’s a credibility plus for a client), or provide key information about the temp and what makes them successful for clients (i.e., temp has excellent customer service skills, is highly organized, is successful working for very demanding clients, has expert level technology skills). Provide details to clients. These can be temp confidence builders. Help clients get to know the temp before they arrive. Sample 5. Touch Point: Staffing service informs client that temp cannot finish assignment Gold in the Moment: . . . can be found when the staffing service develops a “Problems are good.” attitude. This is your chance to show clients your expertise and quality client care when a glitch occurs. It shows how you can maneuver a hurdle and stay in the race. This puts muscle behind your claims that your staffing service is better than the rest or provides stellar service. Problem occurrences are opportunities to show not tell what you have. Inform a client immediately about such an event with a temp. Know what replacements you have to offer them and always be prepared with alternatives that lead to a solution. When it must be an immediate replacement, send the very best temp replacement that you have to ensure the client will be satisfied. Send the temp replacement’s resume over immediately, so the client has some background on the temp replacement to build their confidence in the last minute replacement. If there is time before a replacement is sent, offer the resumes of several temp replacements and let the client choose. Offer to let the client interview the replacement. This of course, would work best for a long-term assignment. Judge accordingly to the urgency of a replacement and length of assignment. Offer clients an option and go the extra mile for them during a disruption with temp coverage. Provide follow up care appropriately, so the client knows this is on your radar until completely resolved. Your level of client care more than anything is what a client will remember when problems occur. Sample 6. Touch Point: Client has a performance issue with a temp Gold in the Moment: . . . can be found when the staffing service exhibits proficiency at getting to the heart of the matter and resolving a performance issue. Replacing the temp is costly in time, money, and effort to a client, so that may not always be the most effective solution. Learn through experience, ask questions, be observant, make notes, and understand your clients. Know when that step (re-placement temp) is to be taken vs. working through an issue. Take the lead, stay in communication with the client, and be highly responsive. Help the client and the temp get back on a productive path. If a temp needs to be replaced for poor performance, consider a monetary adjustment, if appropriate or honor any guarantees that were made about temp talent. If a credit is to be extended, the quicker the better, since credits lose their impact when achieved through debates. CLIENTS & TEMPS Sample 1. Touch Point: A new temp arrives at the client company to start an assignment Gold in the Moment: . . . can be found when clients treat the temp seriously and not as “just the temp”. Clients should introduce temps to company employees they need to know. Take the lead and set the tone with your employees so they view the temp as a value added resource and are clear of the temp’s role on the assignment. Give temps a tour and provide training immediately (see next point). Sample 2. Touch Point: Temp receives training by a client Gold in the Moment: . . . can be found when clients offer timely, purposeful training and supply some training wheels (reference tools) for temps. Focus on the top priorities that temps need to handle. Offer them a “go-to” person. Leaving temps to “figure the job out” on their own is ineffective to all. Do not contribute to a situation where temps must feel bad about asking others for information or create an environment of resentment by employees who then have to unofficially train temps who work near them. Have a process that is thoughtful, complete, and consistent in training temps. Your job is to set temps up for success. Clients are part of getting more than they pay for. Sample 3. Touch Point: Client forms working relationship with temp Gold in the Moment: . . . can be found when clients and temps build a productive and well-balanced working relationship. This includes boundaries, since temps are employees of the staffing service, no matter how close they work with a client or for how long. Clients must remain wary not to blur lines and appreciate the temporary nature of the work arrangement while developing a good rapport with their temps. Treat temps well and they will treat you well in return. Sample 4. Touch Point: Temp goes the extra mile for a client Gold in the Moment: . . . can be found when clients stay mindful to acknowledge the fact that temps have done a good job and given their best at their work. Take a temp(s) in your group of temps out for lunch once in awhile, give them credit and at the very least, acknowledge them with a thank you for their extra efforts. Be sure to give positive feedback about temps to the staffing service so they have this reference. It helps the staffing service know more about their temp’s work performance and will help place them successfully in the future. Not only will temps appreciate this step, but also so will the staffing service. Of course, judge the temp’s length of assignment to determine suitable acknowledgement for their going out of the way for you. Lunch is just one suggestion. An email or letter to the staffing service complementing a temp’s work performance is always effective. Sample 5. Touch Point: A temp needs to take an extended lunch hour or leave early to go on a job interview outside the client’s assignment Gold in the Moment: . . . can be found when a temp is upfront with a staffing service and a client at the very start of a temp assignment about actively going on job interviews while on assignment. Temps should do everything they can to make this as seamless as possible for a client. When temps work with a client this way and show consideration, it is beneficial to both. A temp’s commitment on the job is extremely important. It needs to be demonstrated. Temps should start each temp assignment with intentions of finishing it and work out any job offer they land to coincide with completion of any temp assignments. Clients should practice open communication with temps and promote it, so that door is always open and accessed while working together. Sample 6. Touch Point: Temp asks client to sign off on timesheet at week’s end or end of assignment Gold in the Moment: . . . can be found when temps take a professional stance on behalf of the staffing service. Temps should thank all clients for their business as a first step in closing out an assignment. Temps should conclude each assignment with a focus on the opportunity the staffing service and temp had to fill a need for a client and provide service. This transaction should not be about the temp and where they go next on assignment or how they will be returning to their other career. The client should be treated with quality client care. Temps should help a client make the connection back to the staffing service. Usually, this final transaction of business between the client and temp does not include even a mention of the staffing service that facilitated this service. It often leaves a client with a “temp impression” and not a “staffing service impression. This does not remind the client of the staffing service’s quality care of service. TEMPS & STAFFING SERVICES Sample 1. Touch Point: Temp contacts staffing service looking for work Gold in the Moment: . . . can be found when the staffing service takes steps to qualify the temp and considers the temp candidate’s temp experience. If a temp candidate is new to temping, the staffing service needs to educate the temp on the challenges of being a temp and explain how they can meet those challenges. If a temp candidate is experienced at temping, but new to a staffing service, the staffing service should be sure to teach them their best practices and about what they and their particular clients expect. There is no one temp fits all. Time and effort should be put in to producing an educated and polished temp. Sample 2. Touch Point: Temp gets interviewed by staffing service Gold in the Moment: . . . can be found when the staffing service looks for qualities of “fit” and adaptability while also considering skills, job qualifications and background. Staffing services need to place temps who not only know how to perform a job, but also will be very well suited to relate and adapt in a client’s work environment and with its employees. The temp must also be assessed as to how well they can thrive in a temporary work arrangement. Resumes are a starting point, but are certainly not, where the interview process should be solely focused or where it ends. The staffing service must screen and select all temp job candidates carefully. Not everyone makes an effective temp or is well suited to work in changing work environments and corporate cultures. Sample 3. Touch Point: Staffing service gives temp the information about their temp assignment Gold in the Moment: . . . can be found when the staffing service gives temps more than client name, position, date and time of a temp assignment. Attention to the details for each assignment will put temps in a much better position to offer more value faster. Temps are placed deep into a company, and need supportive tools, from the staffing service. These include knowing about the client’s corporate culture, who the key players are, what is the client’s focus and about assignment priorities. Set the temp up for success. Sample 4. Touch Point: Staffing service educates temp on client’s “company culture” Gold in the Moment: . . . can be found when the staffing service discusses with temps how they must be able to relate to a client’s employees and the work environment. Explain to temps that there is more to performing tasks, which entails the temp’s performance through others at the client. Being able to build a rapport with employees quickly is essential. Temps should know what the communication protocols are, dress code, whether formal or informal work environment, and basics on “how the company and its employees tick” to succeed in their assignments. Sample 5. Touch Point: Temp becomes requested again by the client and is becoming a “repeater” Gold in the Moment: . . . can be found when the staffing service takes the time to praise a temp for the requests to have them return to work with a client. Obviously, they are doing the right things. The staffing service should find out what that is. They should also discuss with the temp, what they have learned about the client. Realize, your temps are becoming a valuable resource with this client and know about what it takes for a temp to be successful with them. Tap this knowledge in a temp, save it for future reference and use it. The staffing service should also leverage their temp placement success with the client. Perhaps it is a suitable time to ask for a client reference and consider giving the temp an increase in wages. Sample 6. Touch Point: Temp informs staffing service they cannot finish assignment Gold in the Moment: When temps consider the impact on an assignment by an early departure before doing so and depart with professionalism. Temps who cannot finish an assignment should advise the staffing service directly and not the client. Temps should give proper notice (barring an emergency situation). This will allow the staffing service to offer the client a temp replacement when they call to advise the client of the departing temp. Temps should be prepared to finish up work and minimize the disruption to the client’s work. They must also realize and appreciate that their action reflects also to a degree on the staffing service who has worked on their behalf. There is definitely a right way (responsible and considerate) and wrong way (without regard or care) to end a temp assignment earlier than planned.

Midwest Book Review by James A. Cox, Editor-in-Chief
Author Cathy Reilly draws upon her 20 years of experience in human resources and management in The Temp Factor: The Complete Guide to Temporary Employment for Staffing Services, Clients, and Temps, a guide to the ins and outs of the staffing industry. Written for anyone and everyone involved in temporary employment, The Temp Factor is divided into three main sections: one for staffing services, one for clients, and one for temps themselves. "Many staffing services will allow you to retake tests and offer tutorials to get your skills up to speed, if necessary. Applying for work as a temp and being tested is a good opportunity to see where you may need to learn more. You can develop your weak areas in order to increase your marketability to prospective employers. Often the staffing service will give you guidance when interpreting your scores. They can advise you on the next an best steps if you do fall short. It's common for staffing services to offer free training in some areas, so be sure to ask about what is available." In today's volatile economy, where anyone can suddenly lose their job (or any business can suddenly lose their best workers!), The Temp Factor is worthy of the highest recommendation for career-minded professionals everywhere.