Dr. Carrie Cate-Clements, Customer Service & Background Screening Firms

background screening firmsI thought I would take a detour and dedicate this blog to tooting the horn of our staff.  When I launched Safe Hiring Solutions in 2004, I had studied background screening firms and quickly realized the background screening industry did not offer:

  1. High Quality Background Checks; or
  2. Quality Customer Service

So are most organizations settling for low quality background checks and poor service?  Absolutely.

Why?  First, I don’t think most organizations know their background screening program is inefficient.  Secondly, I think poor service is the norm not the exception and we accept it.

Not me.

If you check out websites of some of the background screening industry giants they all purport to have great service.  Although, not according to the large number of clients that have switched to us in the past few years.

Yes, call me Mr. Skeptical.  However, I have had too many companies tell me they have great service only to find out the hard way that they have no service at all.

Do they think I am that stupid that I won’t figure it out?  Or are they banking on me sticking around because it takes a little effort to switch?

Here is a recent example.  A couple weeks ago, I was looking for a company to convert a new website to WordPress…  I know you can’t wait to hear the rest of this story.  Anyway, I selected a company because their website listed recognized brands as clients and they claimed to have “Kick A--“ customer service.

Now, I have never experienced Kick A—customer service so I took it hook, line and sinker.  Gullible I think is the word.

Let me define their Kick A—customer service:

  • Slow communication
  • 48hr turnaround time is nearing 3 weeks
  • Cost has almost doubled

I think I read it wrong and it was actually Kicked in the A—customer service.

The truth is that companies that provide good service do so because they value their clients.  It is not a marketing scheme.  It is the fabric of who they are.

And companies that don’t provide good customer service…  Well, you tell me.

When I launched Safe Hiring Solutions I made two commitments:

  1. We would offer the highest quality background checks available; AND
  2. We would provide unbelievable customer service.

Notice I did not say we would always be the cheapest.  You can always find cheaper, low quality background checks and poor service if that is what you are after.

Every single one of our 18 employees must reflect my vision for quality and service.  Not one or the other, but both.  And they do.

We have great people that care deeply about what they do.  That is why you will see them at our office from early morning until midnight (or later) this time of year as schools are back in session.

Jim Dermody, Superintendent of New Prairie School District, recently commented to me, “Safe Hiring Solutions has old school customer service.”  Right on.

I have described our company as cutting edge technology and old school customer service for years.  Don’t believe me, give us a try.

Dr. Carrie Cate-Clements, HR expert and education consultant discusses how she decided on Safe Hiring Solutions for her consortium:

Are you looking for a quality background screening firm partner?    Is it hard to navigate all of the marketing materials?

Download our 10 Things to Know Before Hiring a Background Screening Firm.