How AI affects finding a job

AI hiring is making finding a job difficult

When my children were looking for jobs I so wanted to tell them to print a bunch of resumes and go door to door. That was five plus years ago and the old ways of applying for jobs had already changed. October 2018 had the news that Amazon was abandoning its use of AI (artificial intelligence) recruiting software. 

Watching my kids search I realized how hard it was to get yourself in front of a real person in order to sell yourself. Being at the end of a long career and not having had to look for a job in a long time, I felt for them in this new world. A majority of companies have online applications. Which saves a lot of time and effort as applicants can sit at home and get their resume to as many businesses and recruiting companies as they can. The problem then and now is knowing how to write your resume and complete the applications. Not that’s its any great discovery, but I long suspected that companies used algorithms to filter the resumes. If your application doesn’t hit the right marks it may never make it to a hiring manager.

AI Recruiting

In November 2018, Amazon admitted to having a secret AI recruiting tool that showed bias towards women. Reuters reported that Amazon had been developing software since 2014 that would review applications. The hiring tool would assign candidates scores of 1-5. Developers realized that the program “learned” by reviewing resume patterns over the last ten years. During that period a high number of resumes came from men. The models developed skewed towards assigning men higher scores. The system taught itself to rank lower the word “women” and downgrading women colleges.

Amazon tried to program in gender-neutral terms but eventually abandoned the project in 2017. Amazon officials told Reuters the program was an experiment to find a way to aid in recruitment of the best candidates. The AI program was never used in actual hiring. Reuters reported, however, that Amazon did not deny that recruiters reviewed the recommendations made by the program. 

The Reuters article cited a 2017 CareerBuilder survey of U.S. human resources managers finding that 55% would be using AI over the next five years.

Application tracking

Until AI is further developed, hiring managers will continue to use Application Tracking Software (ATS). Very simply, ATS reviews applications by word according to parameters set by the company. Back to my rather obvious suspicion online applications are filtered. If your resume doesn’t hit the right notes, your application goes nowhere. It’s also the reason applicants rarely hear back from companies after submitting a resume. It never reached a person who could reply with a polite, “Thank you, but no”.

A JobScan blog posted in 2016, The History of Applicant Tracking Systems credits the first ATS to Canadian Martin Ouellett who created an early form in 1996. Since that time ATS has been refined and developed. As of 2016, over 300 ATS are being used by 90% of companies.

You can definitely feel for people looking for jobs today. The market is tight and getting your resume in front of a real person is difficult. Knowing the playing field and learning the rules of job hunting is a job within itself. If not an education.

Please feel free to share this and any post. See the blog archive for more posts about Hiring.

I’m in your way (Customer Service)

Nothing seemed to go with the topic...So why not a chicken.

A simple choice of words can make a big difference in customer service.  Not how the customer is spoken to, but the choice of words used by the employee and how the customer hears those words. Here are a few examples.

Over the last couple of months, I had the opportunity to place orders with a box hardware store to be picked up at the store. The first experience I was in the area and although before the scheduled pick up date thought I’d stop in and see if the item was ready. Being a pop in I didn’t have the order number but figured the order could be found through a search of the name, phone number, etc. I approached the in-store pickup desk and was greeted by the employee-friendly enough. I explained I wanted to check if an order had come in. The employee asked for the order number. When I said I didn’t have it I was told that the order could not be found without the order number. Not receiving a “Your order is ready for pick up” email, I decided it wasn’t worth the effort at this time. I returned at the proper time, with the order number, and received the product. I related this because of the second in-store pickup experience.

This time I waited until the order was ready for pick up notification. I arrived at the store, order number in hand, was greeted at the pickup desk and explained I had an order for pick up. The employee responded, “Let me see what I can find”. Which implied that my order could be searched in a variety of fashions. I explained my earlier experience and complimented the employee. Just a simple choice of words within a greeting provided options to customers.  How something is communicated can make a huge difference in a customer’s experience. 

Noticing more ants than I wished to notice roaming about I called the pest company with whom we have a service contract. Meaning they are supposed to respond pretty quickly to pest issues. I’m met with the standard directory tree of press ones, twos, and threes. Finally reaching my destination I am greeted with, “All customer service representatives are busy at the moment, your call is important to us, please listen to some catchy music while you wait”.  As I begin to get the rhythm of whatever 90’s classic has been turned instrumental, a pleasant voice interrupts my musical interlude. She explains that all the operators are busy and maybe for some time. I may leave a call back number and they will return my call within 24 to 48 hours. 48 hours!! I have ants now! I wanted to say but didn’t. 

Just as I begin to work up a response, she adds, “OR you could call back in a few minutes, there should be someone available”. Now I’m sure the “leave a message” bit was what was supposed to be told to the customer. But this operator, in one sentence and unbeknownst to her, defused my ire. Taking the effort and time to spend two more seconds on the phone made for a content customer. She didn’t have to give me the added tip but she went out of her way to do so.  I made sure to point this out and compliment her for her customer service skills.

I hung up. Waited a few minutes. Called back and got right through, making my appointment for the next day.

On a recent trip to a Disney resort, we had an encounter with an employee that really hit the nail for what Disney customer service is all about. The employee, or cast member as they’re called, was cleaning around a trashcan near stairs. It was difficult to get to the stairs without intruding on the workspace. We excused ourselves and apologized for being in the way. The cast member quickly said that it was not a problem and it was he that was in our way. 

A little comment that could quickly be forgotten. But the more I thought about it the more I realized that that attitude is what makes visiting a Disney resort so great, The cast members are there to make sure you have the greatest experience possible. Everyone is quick with a smile, hello, and what can they do for you.

Building on the “I’m in your way” comment, I was recently in a small mom and pop type store. One of the employees was moving some merchandise with a hand truck and had to pass by. I apologized for being in the way and stepped aside. He said, “Don’t apologize. You’re the one with the money”.

Whether it is a friendly smile or an upbeat verbal greeting, how employees interact with customers is a significant reflection on your business. Cordial greetings could help put an irate customer at ease. Empathy with the customer’s needs and reassurance can diffuse bad experiences. Lee Cockerell, former Executive Vice President of Operations for the Walt Disney World Resort, says the customer isn’t always right, but they are the customer.

Refer to our blog archive for more posts on Customer Service. Please share.

Privacy access

Responding to privacy concerns and the EU’s restrictive privacy legislation, Apple launched a new portal on October 17, 2018, that allows users to see what kind of data Apple is collecting and storing. The portal has been available in Europe since May 2018. The portal provides users with a report on tracked data such as App store purchases, support history, calendars, photos, documents, and browser bookmarks.

To access the portal follow these steps.

Go to  https://privacy.apple.com/

Sign in with your Apple ID. You may be asked to authenticate the sign in.

You will then be presented with this page

Under the heading, Get a copy of your data, Click on Get Started

You can then select which data you wish to download or you can select all. Keeping in mind that the more or less you select will affect file size and download time.

Google also has an option to download your data. Access by signing in to your Google account.

After signing in, in the top right, click on the checkerboard symbol and receive this drop down

Click on Account. Under the section Personal info & privacy, click Manage your Google activity

Scroll down to Control Your Content and click on CREATE ARCHIVE under Download your Data. 

The next page, select the data you wish to download.

Refer to the blog archive for more articles on privacy and security.

Seasonal hires

Hiring seasonal workers may be more difficult this season. With wages increasing and applicants looking for better benefits and long-term employment, you may have to change your tactics.

CNBC reported that while job openings are on pace with last year, lower unemployment rates mean that there are fewer people to fill those openings. There appear to be twice as many openings as applicants. Leaving many retailers shorthanded as a booming economy sends shoppers out in full force this holiday season. 

You will be fighting for the same applicants as the mall retailers and bigger corporations. Some of the big names like Kohl’s, Target, and Macy’s began seasonal hiring campaigns as early June. They are also raising wages and offering bonuses similar to those afforded permanent employees. You may need to do more than put a sign in the window.

Think about what makes your business unique over your competition, including those vying for the same applicants. Don’t be so prideful as not to negotiate. These are different hiring times and a new generation of workers. Just because it’s seasonal and may not be permanent doesn’t mean you will have to put in an effort. Applicants looking for seasonal work have too many options and may use that against you in negotiating a position and benefits. 

Monster suggests these five tips for seasonal hiring.

Hire your customers- They already love your brand, why not offer them a job

Start hiring efforts before the competition

Write specific job descriptions-The company, the skills, attitude, schedule, incentives

Ask existing employees for referrals

Attract retirees

As a job seeker, you should take in all that is offered and draw comparisons between employers. Don’t jump at the first offer. Employers need to be aware of their competition and find ways to be more attractive to a smaller pool of applicants. 

Good luck and Happy hunting!

Caller ID and smoke alarms and guns...Oh my! New Maryland laws

Maryland laws passed in the 2018 session are set to go into effect October 1, 2018. Most notably gun control laws and an expansion of the Move Over law. 

Disclosing Sexual Harassment in the Workplace

Employers who enforce or attempt to enforce a policy that restricts disclosing sexual harassment shall be liable for the employee’s attorneys fees. Also, on it before July 1, 2020, employers with fifty or more employees must submit a Sexual  Harassment Survey to the Maryland Commission on Civil Rights. 

Caller ID Spoofing Ban
The law prohibits masking caller identification information when contacting an individual in Maryland with the intent to defraud, harass, cause harm to, or wrongfully obtain something of value from another. 

Smoke Alarms

All residences in the state were required to switch over from battery-operated smoke alarms to tamper-resistant detectors. Starting Oct. 1, 2018, the state will begin enforcing the law.

Move Over

The Move Over law expands from emergency vehicles to include transportation, service, and utility vehicles, as well as waste and recycling trucks, with yellow or amber flashing lights or signal devices activated.

Gun

Red flag law enables families and law enforcement to ask courts for an order to temporarily restrict firearms from people found to be a risk to themselves or others.

Bump stocks are banned in the state. The devices increase a semi-automatic rifle's firing rate to a facsimile of automatic fire. 

Convicted domestic abusers are required to surrender guns to law enforcement or a firearms dealer.

Check's in the mail

Checking utility payments it was noticed that a certain utility had not received the last payment. The payment had been paid by check and mailed. Partly being old school, partly because online payments incur a “convenience “ fee, and partly because the only way to set up a recurring payment is to allow the utility access directly to your checking account (Not happening),

When I called to check (sorry had to) the problem, of course, I could hear the cliché of you know what being in the mail. Just as I’m sure the customer service rep could as well. But mine really was. Never missed a payment. Never had an issue, until now. All I could be told was that they didn’t receive the payment. Which is what I expected after checking the online account. What I wanted to know?  What was the problem on their end? I was told that there couldn’t be an inquiry unless the payment had been received and not applied to the account. There was no interest in recording a complaint, passing on a note to management, nothing.

I abandoned this tact and focused on the issue at hand, how to correct the missing payment. Once taken care of I thought of how this should have been handled and here we are.

If a decade's old customer called your business complaining of a lost payment, wouldn’t you want to know if there were a problem or potential problem in your accounting? Maybe not theft or misappropriation but just a systemic breakdown that could be easily fixed.

A simple record check would reveal that there has never been an issue with this client in the past. Now while there are a multitude of reasons why someone could miss a payment, someone with a sterling payment record should be given the benefit of the doubt. Depending on the size of the business it would not take long to review the procedures for handling invoices and payments.

After a thorough review, the customer should be re-contacted and informed of the findings. If no issues were found at least the assurance that the matter was taken seriously would be conveyed. The customer could then go about settling the payment.

The basis of the utilities’ investigation consisted of the customer service rep asking me what address I mailed the payment. Which was not a bad question, I guess, except that the answer was the address that is printed on the provided envelope. I was then told to check with the post office. That suggestion wasn’t even met with a reply.

I am sure lots of people try to put one over on utility companies. Rich or poor, whether you can pay or not, everyone needs power and water. Utilities have the option of turning off services for non-payment. Other businesses have usually already provided a product or service and would have to sue for remittance.  If there is a problem with the payment system the problem should not have to be solved by the customer. Even if customers have a history of non-payment complaints of accounting issues should be considered valid and investigated. Why wait until there is an embezzling problem to discover it? 

Regular reviews of systems and procedures should be conducted. Even for small businesses. Most small business operation offices are staffed with only a few people. Some employees wear more than one hat; most are trusted and well known. But therein lies the problem, sometimes. I’ve seen employees clean out smaller companies because they know the systems and where the weaknesses lie. No reviews or inspections are completed until it’s too late.

By the way, the utility apparently found the first payment and cashed it over a month after being mailed. Now I have a credit. WooHoo!

Whose problem?

One of my pet peeves is poor customer service. Not in the sense that the customer is always right, I demand satisfaction. But from a business operation standpoint of how a business handles customer service. 

When you have a problem and make contact with a company representative you don’t want to be punted down the line. The quicker resolution can be made the better for the customer and the company.

I use to believe that the person on the front lines, those dealing with the public either in person or over the phone are the face of the company. They should be able to resolve issues or know the limitations of systems. They should be trained in the issues facing the business. They are put out there by the company they should be empowered to acknowledge the problems, explain what the problems are, and be able to offer some resolution or compensation to the customer to immediately bring a conclusion. Still feel this way to a certain extent but a recent experience softened me to that point of view.

Calling a physician’s office patients are greeted with an automated system that offers several specific choices. There is no talk to a representative option. Pushing zero only causes the system to repeat itself. So, the caller is stuck with choosing one of the options. Having a non-emergency question, I chose that option. Being after closing hours I was greeted by a voicemail box instructing me how to leave a message and that someone will return my call. A message was left. Over 24 hours later no call. I call back and end up in the same voice mail. I decide to defeat the system by choosing an option that is not related to my topic but should land me with a real person. It does. Rightfully so, my issue is not their purview so I am transferred. Eventually, someone picks up.

They apologize for saying they didn’t get my original message. Wanting to make my point about their system, I explain that a message was left and after a little back and forth, I finally realize that I am speaking to a nurse that is trying to help me with my question. She has no idea how the phone system works or who even manages the system. We both apologize. Me for my gruff behavior, her for the system that she didn’t care for either.

This person is on the “front lines” in the sense that she answered the phone. But she had nothing to do with the phone system. This was an office manager’s issue. Sometimes employees are victims of the system. They have no control over it. They are put on the front lines without managerial support.

I’ve learned that empathizing with the front line employee about the issue seems to have a better effect. Engage them in a friendly manner, identify the issue and what a problem it must be for them. I usually find that they are just as frustrated with the situation as the customers. Bringing the issue to light in this manner tends to make the employee more inclined to pass on the customer’s comments to management.

While you may have issues with a sale, billing, or how you were treated you have to realize that the customer service representative is trying to help. Some may be better than others but they are trying to resolve your issue. Sometimes it is hard getting to the right person or a person for that matter. Know with whom you are speaking. Only relate the issue at hand and deal with that. You’ll probably have a much better experience than trying to force the rep to fix the system. 

Refer to the blog archive for other posts about Customer Service.