Join "the Recruitment Coach" Mark Whitby as he and his guests unpack the secrets of what it takes to be a profitable and long-lived professional in the recruitment industry.
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How I Grew My Recruitment Agency to $300K Monthly Revenue, with Karolina Willis
Episode 253
Wednesday, April 2, 2025 • Duration 01:01:25
After relocating from Dubai to the U.S. with two young children, Karolina Willis found herself having to rebuild her recruitment business from scratch. Facing overwhelming personal and professional challenges, she reached a breaking point—when walking away felt like the only option.
But instead of giving up, Karolina doubled down. What followed was a period of six months of explosive growth.
In this episode, Karolina shares the mindset shifts, business decisions, and key differentiators that helped her scale Intercare Recruitment into a thriving international healthcare staffing firm. From winning retained contracts to building a remote team and offering full immigration support, Karolina’s story is filled with practical insights and inspiration for recruiters who want to build something global, resilient, and values-led.
🎯 Episode Highlights:
[01:53] Karolina’s journey from Poland to the UK, Dubai, and the U.S.
[07:27] The mindset shift that helped her bounce back after hitting a wall
[10:16] Hosting live events to build a pipeline of quality candidates
[13:39] Starting over solo—and the early challenges of launching a firm
[28:02] Relocating to Florida and facing a pivotal breaking point
[37:23] Her U.S. go-to-market strategy and how she built credibility fast
[40:34] What helped her win retained business in a competitive market
[46:30] Managing and growing a fully remote, international team
[51:59] How she identifies and mentors recruiter talent
[57:35] What she’d do differently if starting all over again
Scaling Across Borders with Heart and Strategy
Karolina built Intercare Recruitment to specialize in placing top-tier talent in nursing, allied health, and executive healthcare roles. What sets her apart is a blend of deep industry knowledge, personal investment, and standout service.
She shares the importance of:
Hiring former nurses as recruiters to ensure empathy and insight
Offering full immigration support for international candidates
Staying hyper-focused on relationship-building, not just transactions
From Survival Mode to Sustainable Growth
Karolina opens up about the emotional toll of moving countries, raising kids, and starting a business from the ground up. But what kept her going was her purpose and a deep belief in service-driven recruiting. Within months of recommitting to the business, she began to see results—securing retained contracts, expanding into new regions, and building a global team.
Her story is a masterclass in:
Personal resilience
Strategic positioning
Building credibility in a new market
Leading with empathy and authenticity
👤 About Karolina Willis
Karolina is the CEO and Founder of Intercare Recruitment, with 19 years of experience in global healthcare recruiting. She launched Intercare in 2011 and has placed top healthcare professionals across the UK, Middle East, and U.S. She’s known for her hands-on leadership, mentorship, and ability to scale teams across borders.
She holds a Bachelor’s in Human Resources Management, is PHR-certified, and is based in Greenville, South Carolina, where she’s also a proud mom to two daughters.
🔗 Connect with Karolina:
LinkedIn: Karolina Willis
Website: Intercare Recruitment
🎙️ Connect with Mark Whitby:
LinkedIn: Mark Whitby
Instagram: @RecruitmentCoach
Twitter: @MarkWhitby
Facebook: Mark Whitby
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How Top Recruiters Stay Organized and Focused Even in a Tough Market, with Jenny Diaz, Ep #252
Episode 252
Friday, March 28, 2025 • Duration 01:00:32
Focus is a superpower every recruiter needs, especially in a harsh market with tough competition. How do you keep yourself organized and focused despite multiple expectations that you have to deliver to your clients, candidates, and if you are a business owner, to your team?
Jenny shares the Jenny Diaz Day Plan and how it helps her stay organized and focused every day. She also shares how basic daily tasks help her business navigate this tough market while navigating growth and expansion.
Jenny Diaz entered recruiting in 2015. In late 2021, she, Ryan, and another former colleague, James, founded Apex Recruitment Group, a firm that specializes in construction management recruitment throughout DC, Virginia, and the Carolinas.
While Jenny has worked in various industries, she has focused on construction management for the last several years. Through her recruitment career, Jenny has had the opportunity to participate in relevant non-profits that make the tough days in recruitment easier. She is currently the Vice President of one such organization, Career Confidence.
Episode Outline and Highlights
03:31 How Jenny got into recruiting from studying Hebrew, traveling, car washing, and working on a dude ranch.
12:29 Discussion on “Jenny Diaz Day Plan.”
17:25 Launching Apex Recruitment Group and overcoming initial hurdles.
23:19 The added value of meeting people in person.
27:39 What is it like being married to your business partner?
30:09 Keys to getting her first million.
[33:10] Going through challenges and things they would have done differently.
[43:34] Jenny shares their growth plans.
[48:03] Zooming in on Apex’s business culture.
[54:37] Business development and client acquisition in a tough market.
Jenny’s Day Planning Process
Focus is the super power that recruiters need for sure. Successful business owners and recruiters have a daily hack on how to organize their to do’s and make the most of their days. Jenny is no different, and she gladly shared the “Jenny Diaz Day Plan.”
“So I have this Microsoft Word doc… I print it out, I take a pencil because the day will change, and I write down whatever's on my Microsoft calendar. I have a list of follow-ups that I'm people I'm going to follow up with. That's usually like five to 30 people depending. I have my three main goals, I have my two jobs. I'm going to work that day if I get it. I have things I'm grateful for, that I've learned.”
To summarize her methodology, here are the takeaways:
Jenny meticulously plans each day using a printed Microsoft Word document with hourly blocks
She writes her plan in pencil to allow for adjustments throughout the day
Her day plan includes follow-ups, main goals, jobs to work, things she's grateful for, and long-term goals
Writing plans physically rather than digitally creates a stronger commitment
The planning process helps combat distractions and provides focus
Jenny maintains this day-planning routine for approximately 90% of her workdays
Do you have a similar approach to being focused and organized?
Jenny Diaz Bio and Contact Info
Jenny has partnered with firms of all sizes to successfully recruit entry-level professionals to C-level executives. Since 2017, she has focused on engaging construction management talent in the Mid-Atlantic and Southeast. She stumbled into recruitment through seemingly unrelated experiences that began with working and studying in Russia and Israel and then ended on a dude ranch outside of Yellowstone. She has learned that the people you meet along the way are anything but chance encounters.
Jenny on LinkedIn
Apex Recruitment Group website link
People and Resources Mentioned
Guerrilla Marketing for Job Hunters 3.0 by David Perry
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Mark on Instagram: @RecruitmentCoach
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The Human Connection: Why Top Recruiters Lead with Phone Calls, with Rachel Filby, Ep # 243
Episode 243
Wednesday, January 22, 2025 • Duration 01:08:26
Not everyone is born to become a recruiter, but this may be the case for our special guest, Rachel Filby. When her father convinced her to pursue a career in recruitment, she never hesitated and firmly believed that it was one of the best decisions of her life. In her first year with Michael Page, she became a top biller, and she now runs her own recruitment agency, RF Recruitment.
In this episode, you will hear about the very specific success factors that led to her becoming a top performer and how she successfully transitioned to becoming a consistently successful solopreneur.
Rachel has 20 years of recruitment experience, initially working for one of the largest recruitment agencies in the world.
In the Financial Times Survey 2024, Rachel Filby was recognized as one of the top 150 recruiters in the UK.
Episode Outline and Highlights
[01:09] How Rachel got into recruiting and how she became the number one biller at Michael Page.
[11:21] Five success factors in becoming a top billing perm recruiter in the UK in her first year.
[19:33] Thought process that motivates Rachel’s sense of urgency.
[25:22] Discussion on rapid career trajectory and development as a leader.
[32:00] Launching RF Recruitment agency during COVID and while integrating family life.
[40:55] Rachel reveals her typical day-to-day process (past-present-future approach).
[48:13] Best practices on lead generation and business development.
[1:00:55] Rapid fire questions - business model, tech stack, etc.
Five Success Factors of Becoming the Top Biller in Her First Year as a Recruiter
Rachel initially wanted a career in media, but her father recommended that she take recruitment as a career path. At 21, she started her career with Michael Page and became a top biller in her first year! Although she primarily attributes her success to the great training she received from Michael Page, I found five success factors that could resonate well with many aspiring recruiters who also plan to become future recruitment business owners:
Connect with Mark Whitby
How to Improve Equity, Diversity and Inclusion in Your Recruitment Process, with Jo Major, Ep #154
Episode 154
Wednesday, November 30, 2022 • Duration 01:08:08
Most recruiters say that Equity, Diversity and Inclusion is important but haven’t actually updated their recruitment process accordingly. There’s a big difference between talking about ED&I and making a real commitment to implement it.
This is why a lot of the discussion around this topic is performative while in reality the candidate shortlists recruiters are presenting to clients are largely made up of the “usual suspects.”
In this challenging episode, it was my pleasure to interview a prominent champion of ED&I, Jo Major. Jo brings 22 years of recruitment industry experience and founded Diversity in Recruitment because of her drive to get ED&I on the agenda of recruitment teams. She believes recruiters can influence and lead the change needed to tackle underrepresentation in UK employment.
Through training and advice, she helps recruiters get to grips with ED&I and gives them the insight, tools, and confidence to attract diverse talent, make their processes equitable and accessible, and recruit inclusively and confidently partner with their clients and hiring managers.
Jo believes that a candidate's identity, background, and circumstances should never be the reason they don't make it into the recruitment process. If you are on the quest of helping your candidates, clients, and your own team, to align with ED&I principles, Jo’s insights and practical advice will be of help to you.
Episode Outline and Highlights
[04:37] ED&I - Jo’s insights on its importance to the recruitment industry.
[08:17] What motivated Jo to focus on training instead of recruiting?
[13:1]1 How impostor syndrome affected Jo when starting her business.
[18:18] How Diversity in Recruitment supports recruitment businesses.
[23:05] Jo discusses the “Performative Tickbox Exercise.”
[27:58] How can recruiters support their clients in inclusive, accessible, and equitable hiring?
[34:57] How can recruiters make a difference in the area of ED&I?
[38:37] Why ED&I complements a retained solution for clients.
Meet The Recruiter Who Survived And Thrived Through Four Recessions, with Gail Audibert, Ep #153
Episode 153
Friday, November 25, 2022 • Duration 01:01:09
Many recruiters are feeling anxious about the economy. Are you concerned about how a slowdown might affect your billings in 2023?
My special guest, Gail Audibert, has been a recruiter since 1984 and has survived four recessions. In this episode, Gail shares the steps she took in previous downturns to protect her business and achieve consistent, predictable billings.
Gail is a member of the Pinnacle Society and remains one of the top recruiters in the country while only working 20 hours per week. In this interview, she reveals how she designed her business around her family and her secrets to working less and making more.
Gail launched Gail Audibert Associates in 1988, specializing in Commercial Insurance. She’s the VP of the Pinnacle Society and President-elect for 2023. She’s a former president of the National Insurance Recruiting Association and its current education chair. She also served on the Board of the Connecticut Association of Personnel Services for close to 20 years.
Episode Outline and Highlights
[02:37] Why getting fired from her first sales job was a blessing in disguise.
[07:05] How Gail built a successful business while putting her family first.
[13:34] Key differentiators and success factors.
[19:52] Doing well during a recession.
[27:06] Gail’s strategy for winning RPO business that pays a monthly retainer.
[31:23] Mindset and strategies to thrive in tough times.
[34:42] The value of joining industry associations and attending events.
[40:21] Identifying opportunities to offer an RPO model.
[50:16] Insights on dealing with talent acquisition.
[53:23] Gail’s non-negotiables when working with clients.
Recruiter Mistakes #5: Doing Everything Manually Instead of Leveraging Automation, with Mark Whitby and Leanne Jones Hunt, Ep #152
Episode 152
Thursday, November 17, 2022 • Duration 32:43
When Leanne ran her own recruitment business, she managed to claw back 25 hours of her time PER WEEK by implementing automation strategies and hiring 4 offshore virtual assistants.
When was the last time you reviewed your full recruiting process and identified the recurring tasks? Are you still manually using spreadsheets and doing everything manually?
Doing everything manually instead of leveraging automation is costing you precious time and constraining your growth. In this episode, we will share the top three benefits of leveraging automation, parts of your business you can automate, and the do’s and don’ts when running automated campaigns.
Episodes Outline and Highlights
[01:16] The downside of doing everything manually instead of leveraging automation.
[02:40] Three benefits of automation based on our own experience.
[09:17] Automation should not replace the human touch or personalized approach.
[13:25] What parts of your business can you automate?
[15:04] Do you have a consistent nurturing process for your clients and candidate leads?
[18:20] Steps you can take now.
[21:21] The Dont’s - automation mistakes that cost you sales and reputation.
[28:33] Tips on creating a personalized feel when writing messages for automation.
[30:00] Preview of our next episode.
The 3 Big Reasons Why You Need to Leverage Automation
In our experience, these are the three reasons why you need to leverage automation ASAP:
- Leanne personally implemented automation in her business and saved 25 hours per week! Although it did not happen overnight, it was absolutely worth it.
Personalized Service as a Success Factor in Recruitment Business Growth, with Frido Diepeveen, Ep #151
Episode 151
Saturday, November 12, 2022 • Duration 54:30
If you believe in providing personalized customer service, you’ll love my interview with Frido Diepeveen.
In this episode, Frido shared his wealth of experience from 17 years in recruitment and how his Dutch-Hungarian upbringing influenced his service-oriented approach toward his clients and candidates.
Born in the Netherlands, Frido trained as a lawyer before discovering his true passion in recruitment and executive search in 2005. That’s when he joined a recruitment firm and helped the founder grow to 55 employees before selling it to Randstad in 2010.
After the transaction, he remained on the board as Commercial Director and helped the new owner achieve 20-30% year-on-year growth. He stayed with Randstad until 2018 when he decided to start a new recruitment firm from scratch.
Frido is now the MD of Diepeveen & Partners, a boutique search firm with a team of 15 based in Budapest, Hungary, and serving clients in North America and Europe.
Episode Outline and Highlights
[04:49] What inspired Frido to change careers from banking to recruitment?
[14:30] Key lessons that Frido gained from his first recruitment job.
[17:25] How Frido defines “personalized service.”
[24:13] How to handle candidates you can’t help and those you can’t place right away.
[28:49] Frido’s insights on cultural sensitivity when dealing with key stakeholders.
[31:32] Success factors in rapidly growing a recruitment business.
[39:50] Can you position your firm to recruit at all levels, from junior positions right up to senior leadership roles?
[43:05] How Frido has grown a boutique search firm from scratch to a team of 15
[52:16] Outsourcing to Hungary - how Frido provides candidate sourcing and recruiting services to other recruitment companies around the world
Loving the Recruitment Profession
Before becoming a recruiter, Frido worked in banking - first as an in-house counsel and then in a commercial role as an account manager. It was in 2005 that he found his true calling as a recruitment professional. In 2005 he was asked to join a recruitment firm in a start-up phase, called ProfiPower. Founded by Dutch-Hungarian entrepreneur Ilonka Jankovich, he later became an equity partner and they were able to build the business into a market-leading recruitment firm in Hungary. Prior to selling it to Randstad in 2010, they had a team of 55 employees! What were the factors that led to such rapid growth? Frido shared two factors:
How to Self-Destruct a $4M Search Firm and Re-Build on Stronger Foundations, with Mark Phillips, Ep #150
Episode 150
Thursday, November 3, 2022 • Duration 01:15:17
Imagine building a search firm from scratch to $4M in billings. An incredible achievement, right? Now imagine that same business suddenly imploding from 14 team members down to just one. How would you bounce back from such a devastating loss? Would you have the heart and will to rebuild?
This is the story of my special guest, Mark Phillips. Mark is the founder and CEO of HireEducation and in this interview, he shares his journey with unflinching honesty and self-reflection. He takes ownership of the behaviours and decisions that led to the decline of the business. Based on the lessons he learned from both his successes and failures, Mark is rebuilding his business and himself - this time on stronger foundations.
Mark got into recruiting in the late 90s and has specialized in the Education Technology industry since 2006. He launched his firm HireEducation in 2010 and by 2019 he built it into a $4M per year business. That same year, he faced his biggest challenge. You will now hear what he’s doing differently to build an even more successful business that he enjoys a whole lot more.
Episode Outline and Highlights
[02:34] How Mark knows our mutual friend, Jordan Rayboy.
[04:38] Thoughts on recruiters as non-conformists.
[12:47] How to build trust with people quickly.
[25:26] Growing a firm from nothing to a $4m annual run rate.
[40:41] The value of hiring someone to do the things you’re not good at.
[44:23] Overcoming a massive upheaval in 2019.
[52:40] Learning from hindsight - Mark’s retrospect on his most significant challenges led to him rebuilding his firm.
[1:06:15] Mark’s core value in rebuilding his team.
[1:09:40] What is now being done differently in Mark’s second version of his business?
Building From Scratch to a $4M Annual Run Rate
Mark shared the key success factors that contributed to growing a $4m search firm in 9 years. There were a number of challenges they needed to overcome which anyone growing a recruitment businesses will relate to. The two biggest success factors were:
Values-Driven Leadership: How to Grow a Search Firm to 7-Figures in One Year, With David Fleming, Ep #149
Episode 149
Friday, October 21, 2022 • Duration 01:04:09
It always fascinates me to hear stories of recruitment business owners who succeed despite the most challenging circumstances. My special guest, David Fleming, shares an astounding story of both personal resilience and recruitment success.
David is the Managing Partner of Acuity Partners, the search brand from Stanton House. David established the business this year and is already on track for a 7 figure Net Fee Income in their first full year. Acuity Partners delivers leadership searches for C-Suite and Director level mandates within technology-led businesses and investors. David has 25 years of experience in recruitment and has run multi-million-pound P&L managing teams of over 100 consultants.
In this episode, David shares how having a set of clear values embedded in each team member plays a vital role in their success. Also, you will hear David’s story of resilience and how it influenced the way he leads his team and how it moved him to prioritize taking care of their mental health.
Episode Outline and Highlights
[02:04] How David got started in recruitment.
[08:21] From 3 to 8 people in 8 months: FOUR key factors for rapid growth.
[17:23] The role of curiosity in delivering insight and market intelligence to customers.
[27:30] Can a young person without extensive commercial experience be successful in executive search?
[36:06] David talks about Acuity’s values and their impact on performance.
[42:22] One of David’s greatest achievements as a fee earner.
[47:06] Excellent customer experience: bringing value to your clients and helping people without expecting anything in return.
[54:27] Discussion on mental health in the recruitment industry. David shares his journey.
[1:00:03] Acuity’s “Empathy Series”.
[1:02:50] What is next for Acuity?
Four Key Factors for Rapid Growth
International Expansion: How to Grow a Successful Recruitment Business in MENA and APAC, with Justin McGuire, Ep #148
Episode 148
Thursday, October 13, 2022 • Duration 01:02:41
Building a recruitment business in the Middle East and Asia presents opportunities as well as challenges. My special guest, Justin McGuire has successfully expanded his firm into MENA and APAC, becoming very knowledgeable about these markets in the process.
This is Justin’s second time on the show and I am excited to have him again. In addition to providing fantastic insight into doing business in the MENA and APAC regions, Justin shares his experience growing his team from 12 to 30 people.
But there have been plenty of challenges and detours along the way. For example, Justin discusses his failed attempt to open a London office and everything he learned from that experience.
Justin is the CEO and co-founder of MCG Talent - a talent consulting firm specializing in creative, communications and marketing people across the Middle East and Asia. Justin spent 8 years working for well-known creative agencies before jumping into recruitment for the last 15 years. MCG Talent have ambitious plans for continued growth and have set their sights on opening offices in new countries and scaling the team to 50 people.
Episode Outline and Highlights
[02:11] Dramatic changes since Justin’s previous appearance on the show.
[05:33] Justin shares what recruiting market looks like in the Middle East and Asia.
[13:15] What’s the biggest shock in building a successful business in the Middle East?
[20:50] Dealing with cultural differences - how did Justin make it work?
[30:00] Managing across multiple countries and time zones - why finding the right business partner was critical.
[35:20] Learning from mistakes - Why the London office did not work out?
[40:53] Deciding factors on when to open a new office in a different region vs scaling in the current location.
[48:25] Business management - key practices to scale your recruitment firm.
[58:54] Justin’s take on 2023 recession predictions.
Catching Up with Justin - Updates Since His Last Episode Appearance
Commitment to Training and Preparation: Rachel took her training seriously, treating it with the level of commitment often reserved for seasoned professionals.
Strong Work Ethic and Dedication: Her willingness to work long hours and focus on her tasks set her apart.
Genuine Passion for People: Her empathy and listening skills allowed her to build meaningful relationships and understand individuals' unique needs, making her a trusted advisor during critical moments in their careers.
Focus on High Activity Levels and KPIs: Rachel consistently met or exceeded her KPIs, which ensured a steady pipeline of candidates and opportunities.
Sense of Urgency and Speed: Rachel’s natural inclination for urgency enabled her to act swiftly on opportunities.
Together, these factors, along with the right mindset and strategy, propelled Rachel to outstanding success in her first year as a recruiter. This also led to a strong career trajectory, with her getting an early promotion as a manager.
Using the Past-Present-Future Approach in Day-to-Day Business
As a recruitment solopreneur, it can be challenging for Rachel to handle the end-to-end process of her business due to capacity challenges. This is also on top of her duty as a mother, as she places high value on taking care of her kids. I wanted to know her day-to-day process and how she can sustain her momentum in successfully running her business with consistent billing and client acquisition.
She explained, “I kind of separate my, my thought process and on my business in kind of three areas. So it's past, present, and future.”
She elaborated that the “past” means protecting the money she made or existing relationships. This entails a lot of aftercare and ensuring that relationships are continuously maintained.
The “present” is explained as “Then I have kind of the present, which is jobs I'm currently recruiting, candidates I'm currently working with. That's my kind of here-and-now. So, you know, I guess there's a bit of a sweet spot of how many jobs, you know, you have that you can do a really good job on within the time that you have. And you don't really want too many more than that or too many less than that.”
The “future” refers to business development and lead generation to secure the source of the next job.
Do you also apply the same approach to your business?
Best Practices on Lead Generation and Business Development
When discussing the “future” principle, I wanted to pick Rachel’s brains on her approach to business development and lead generation as well as how much time she spends in this aspect of her business. Below are some takeaways:
1. Proactive and Low-Pressure Engagement
Rachel consistently monitors her niche market, staying updated on who’s hiring and when they might need her services. She engages early in the recruitment process with no expectation of immediately winning the job, allowing her to build rapport without pressuring the client.
2. Intentional Targeting and Tailored Communication
Her outreach is bespoke and personal—whether it’s a phone call, LinkedIn message, or email—avoiding generic marketing materials in favor of tailored communication that resonates with potential clients.
3. Prioritizing Connection Through Calls
Despite the prevalence of digital communication, Rachel emphasizes the power of phone calls as the foundation of strong client relationships. She supplements this with follow-ups via voicemail, email, and LinkedIn to ensure she remains on their radar.
Rachel Filby Bio & Contact Info
Rachel Filby has 20 years of recruitment experience working initially for one of the largest recruitment agencies in the world and now runs her recruitment agency specializing in Facilities Management Recruitment. Rachel Filby is recognized as one of the top 150 recruiters in the UK in the Financial Times Survey 2024.
[46:04] The critical role of equity in making the recruitment process more inclusive.
[49:01] How job descriptions can include points of ‘de-selection’.
[53:10] The most essential steps on ED&I from a recruitment standpoint.
[59:25] Can ED&I only be afforded by big recruitment companies?
How Diversity in Recruitment Supports Recruitment Businesses
Jo’s two decades of recruitment industry experience gives her a valuable perspective on how diversity, inclusion, and equity should be aligned with the profession of recruitment. She also has a strong drive and passion for this topic.
This was the motivation behind launching her training business, Diversity in Recruitment. How does her organization support recruitment firms to include ED&I in their agenda? “I tend to take a training and advisory approach rather than a consultancy,” stated Jo. “I am a massive fan of module learning - bite-sized accessible training rather than days and days talking about new concepts to recruiters.” Below are some ways in which they can help recruitment businesses:
Understanding what is diversity and inclusion in the recruitment setting.
Understanding unconscious bias, hiring habits, and preferences.
Practical steps on how to make recruitment accessible and equitable and inclusive.
How to attract under-represented talent.
How to package your job differently from the way that you have always done.
Turning marketing strategy to engage candidates not currently on your network.
Moving away from the cookie-cutter approach.
Looking at how to have conversations with clients.
ED&I - Is Making a Difference Really Worth It?
Let’s face it - making a difference can be challenging and overwhelming, especially for smaller businesses. In an environment where recruitment businesses have targets and placements to meet, the task of embedding ED&I in the core of their businesses can seem enormous. So you may ask, is it worth undertaking this challenge?
This is how Jo puts it, which for me makes perfect sense. “This will help you be better at your job. This will help you reach more candidates and increase your talent pools. This will help you win more business. This will help you develop long-term relationships with your clients. This will differentiate you from your competitors. It will get you to think about additional products and services.”
The next question is, how do you help your team to be aligned with the principles of equity, diversity, and inclusion? And how do you support your clients in doing the same? Jo has provided several meaningful ideas that can help you as a recruiter and recruitment business owner.
My biggest takeaway from the interview with Jo is that recruitment leaders must start their ED&I journey with their own internal recruitment process. Take a look at your existing team and internal hiring practices. Before you start advising clients on ED&I, make sure you’ve taking steps to implement it within your own business.
Our Sponsors
This podcast is proudly sponsored by i-intro and Recruitment Entrepreneur.
i-intro® is an end-to-end retained recruitment platform. Their technology and methodology allow recruiters to differentiate themselves from the competition, win more retained business, bigger fees and increase their billings. Their software combined with world-class training enables you to transition from transactional, contingency recruiter to consultative, retained recruiter. Instead of being perceived as a “me too” vendor, you’ll be positioned as a “me only” solutions provider. Be sure to mention Mark Whitby or The Resilient Recruiter. Book your free, no-obligation consultation here: www.recruitmentcoach.com/retained
Recruitment Entrepreneur is the world’s leading Private Equity firm specializing in the international recruitment industry. If you’ve dreamed of starting, scaling and selling your recruitment business, this is your chance. James Caan and his team at Recruitment Entrepreneur are actively seeking ambitious recruiters who they can invest in. They provide everything you need to grow a successful recruitment business including: funding, financial expertise, coaching and mentoring, operational strategy, backoffice support, marketing and talent attraction solutions. Be sure to mention Mark Whitby or The Resilient Recruiter. Start a conversation here: https://www.recruitmentcoach.com/vc
Jo Major Bio and Contact Info
Jo has a twenty-year+ career in the recruitment space behind her. Her work has helped to grow businesses, schools, charities, and enterprises, and has shaped the careers of some outstanding humans.
Jo has developed strategic D&I, Social Mobility & CSR programs that build and improve recruitment team culture, engage employees, attract underrepresented talent and make recruitment businesses better places to work and partner with.
She founded Diversity in Recruitment because of her absolute drive to get D&I on the agenda of recruitment teams, no matter what their size and capacity – Jo believes that recruiters have the opportunity to influence and lead real change
Given Gail’s career longevity and success in recruitment, it would be easy to assume that she had been working really hard with long hours, making sacrifices for her business and profession. On the contrary, Gail considers it her success that she is able to build her business around her family. She leveraged the flexibility of our industry to raise her family and be there for every sick day, snow day, and other activity of her children. She never let her work to-do list get in the way.
Gail works 20 to 25 hours a week and still manages to be really productive. “I don’t think I waste a lot of time on things that are unnecessary.” That includes positions that she isn’t confident of filling … “If I think that it is unplaceable, I just drop it. I call the company and tell them ‘this isn’t going to fly’.” Gail also believes that this job should get easier over time because you know more people, explaining “I have a very strong database of candidates or people that I know that makes it easier.”
Gail went on and also shared her success factors - making her a consistent top producer and becoming an esteemed member of the Pinnacle Society. Some takeaways are as follows:
Building relationships and a strong network in her niche.
Understanding the benefits of industry associations.
Mindset, attitude and accountability.
How to Sell Recruitment Process Outsourcing (RPO)
Gail revealed that one of her secrets to survive and thrive during a recession. She explained how she pitched an RPO (recruitment process outsourcing) business model to some of her clients. She structured this in a way that was truly a win-win. It was extremely beneficial for her clients’ cashflow while giving Gail predictable revenue during a downturn.
During slow economic times, many recruiters drop their rates. Gail didn’t reduce her fees but instead let her clients spread out the payments over a longer timeframe. That reduced the up-front cost of recruiting for her clients, enabling them to continue hiring. This was a solution that her client’s CFO loved and gave Gail steady cash-flow as well.
Gail still offers an RPO business model - but only if she firmly believes that this model is aligned with her client’s needs. How is she able to identify those opportunities? Listen to the full interview to hear Gail’s insights and actual examples of how it worked for her.
Doing Well During a Recession
If there is a timely topic that all of us can relate to, it is having the right mindset towards a recession. I have experienced a few recessions myself and although it was painful at the time, those experiences were so valuable and enable me to guide our coaching clients through turbulent waters.
Gail has survived and thrived at least four recessions! It is normal to feel anxious and worried. Here are the golden nuggets I took away from my conversation with Gail:
There are always opportunities in any market - but you’ll miss them if you’re not actively looking / listening for them!
Focus on helping your clients and candidates through difficult times to build career long relationships.
When other recruiters slow down, give up or quit the industry, you must keep going!
Our Sponsors
This podcast is proudly sponsored by i-intro and Recruitment Entrepreneur.
i-intro® is an end-to-end retained recruitment platform. Their technology and methodology allow recruiters to differentiate themselves from the competition, win more retained business, bigger fees and increase their billings. Their software combined with world-class training enables you to transition from transactional, contingency recruiter to consultative, retained recruiter. Instead of being perceived as a “me too” vendor, you’ll be positioned as a “me only” solutions provider. Be sure to mention Mark Whitby or The Resilient Recruiter. Book your free, no-obligation consultation here: www.recruitmentcoach.com/retained
Recruitment Entrepreneur is the world’s leading Private Equity firm specializing in the international recruitment industry. If you’ve dreamed of starting, scaling and selling your recruitment business, this is your chance. James Caan and his team at Recruitment Entrepreneur are actively seeking ambitious recruiters who they can invest in. They provide everything you need to grow a successful recruitment business including: funding, financial expertise, coaching and mentoring, operational strategy, backoffice support, marketing and talent attraction solutions. Be sure to mention Mark Whitby or The Resilient Recruiter. Start a conversation here: https://www.recruitmentcoach.com/vc
Gail Audibert Bio and Contact Info
Gail has been a recruiter since 1984 (having started before the adoption of the fax machine, Personal Computer, cell phones, and the internet). Her specialty is Commercial Insurance. Gail is a member of the Pinnacle Society and is currently the VP and President-elect for 2023. She is also a former president of the National Insurance Recruiting Association and its current education chair. Gail served on the Board of the Connecticut Association of Personnel Services for close to 20 years and was also a "40 under 40" recipient.
Better client and candidate experience - This is counter-intuitive but the time you save by automating certain tasks allows you to provide a more personalized customer. A smooth end-to-end experience for the clients and candidates also increases the probability of repeat business.
Automation is key in getting off the feast and famine roller coaster - Automation helps with keeping your sales pipeline full even when you’re busy delivering on current assignments. It enables you to have both your candidate sourcing and business development machines running on autopilot in the background.
We are not saying that automation replaces the more personalized approach when dealing with clients and candidates - picking up the phone, making personalized video messages, and other activities that provide that essential human touch. What automation actually gives you is time to be more personalized as it allows you to invest time in the right areas of your business.
What Can You Automate in Your Recruitment Business
The easiest place to start with by looking at your current recruitment process. What are the repetitive tasks that could potentially be automated?
For example:
Recruiting / candidate outreach
Business development / client outreach
Marketing / lead nurture campaigns
You can start by writing all the steps in your sourcing and recruiting process and look at which of those steps you could leverage automation.
Keep in mind that this is not an email broadcast. These are smaller, highly targeted and personalized campaigns that feel like a one-to-one message.
Automation Errors That Cost You Sales and Damage Your Reputation
We’re big believers in the power of automation to grow your business. Having said that, automation done incorrectly can have negative consequences.
Here are two common mistakes to avoid when creating automated campaigns. These tasks need to be done manually either by you or a member of your team:
Make sure you’re targeting the right people!
It sounds obvious, but it’s a complete waste of time sending messages to people who aren’t relevant. It’s essential to inspect the recipient list and confirm that they are relevant recipients before hitting send. Don’t rely completely on automation and get carried away to the point that it loses effectiveness.
Avoid these “personalization” blunders
If you get personalization wrong, it has the exact opposite effect. It’s becomes obvious your message is automated and elicits a negative response.
For example, putting someone’s name in ALL CAPS. Or using their full company name - e.g. International Business Machines Corporation, instead of IBM. (Think about it, if you were writing a personal note to somebody, you probably wouldn’t include Inc, Ltd or LLC in the company name, would you?)
You or ideally your VA need to clean up your spreadsheet to ensure that the job title, name, and other data points are correct and natural sounding before adding anyone to an automated campaign.
Our Sponsors
This podcast is proudly sponsored by i-intro and Recruitment Entrepreneur.
i-intro® is an end-to-end retained recruitment platform. Their technology and methodology allow recruiters to differentiate themselves from the competition, win more retained business, bigger fees, and increase their billings. Their software combined with world-class training enables you to transition from transactional, contingency recruiter to consultative, retained recruiter. Instead of being perceived as a “me too” vendor, you’ll be positioned as a “me only” solutions provider. Be sure to mention Mark Whitby or The Resilient Recruiter. Book your free, no-obligation consultation here: www.recruitmentcoach.com/retained
Recruitment Entrepreneur is the world’s leading Private Equity firm specializing in the international recruitment industry. If you’ve dreamed of starting, scaling, and selling your recruitment business, this is your chance. James Caan and his team at Recruitment Entrepreneur are actively seeking ambitious recruiters in who they can invest. They provide everything you need to grow a successful recruitment business including funding, financial expertise, coaching and mentoring, operational strategy, back office support, marketing, and talent attraction solutions. Be sure to mention Mark Whitby or The Resilient Recruiter. Start a conversation here: https://www.recruitmentcoach.com/vc
Service Orientation - they stick to the principle of delivering personalized service.
The Dutch way of being straightforward - doing what you say and saying what you do.
What Does Delivering a Personalized Service Look Like?
How does Frido define personalized service? Pretty much all recruitment firms will say that they offer personalized service to their customers.
Fido explained their approach, “Many of my clients have become personal friends over the years… Being personal to me means that you should not see an assignment as one of the many but you should consider it as a unique job that you are so lucky to get to work on.”
Frido elaborated on his commitment to client service. For example, he always meets his clients in person regardless of where they’re located. That involves lots of international travel. Why bother jumping on a plane to see a client when he could meet on Zoom or Teams? He explained how his mindset on personalized service builds chemistry and long-term relationships with his clients and candidates which eventually results to repeat business.
Quality Over Quantity
In 2018, Frido started his own recruitment firm from scratch - Diepeveen & Partners International. He leveraged his experience and learnings from his previous organizations. His own firm is rooted in the solid philosophy of quality comes before quantity. This philosophy not only guides the organization on the services they provide to their clients but on how they handle their own employees as well. They ensure that their 15 team members are not overworked and assigned reasonable assignments - improving their quality of work and output.
Our Sponsors
This podcast is proudly sponsored by i-intro and Recruitment Entrepreneur.
i-intro® is an end-to-end retained recruitment platform. Their technology and methodology allow recruiters to differentiate themselves from the competition, win more retained business, bigger fees and increase their billings. Their software combined with world-class training enables you to transition from transactional, contingency recruiter to consultative, retained recruiter. Instead of being perceived as a “me too” vendor, you’ll be positioned as a “me only” solutions provider. Be sure to mention Mark Whitby or The Resilient Recruiter. Book your free, no-obligation consultation here: www.recruitmentcoach.com/retained
Recruitment Entrepreneur is the world’s leading Private Equity firm specializing in the international recruitment industry. If you’ve dreamed of starting, scaling and selling your recruitment business, this is your chance. James Caan and his team at Recruitment Entrepreneur are actively seeking ambitious recruiters who they can invest in. They provide everything you need to grow a successful recruitment business including: funding, financial expertise, coaching and mentoring, operational strategy, backoffice support, marketing and talent attraction solutions. Be sure to mention Mark Whitby or The Resilient Recruiter. Start a conversation here: https://www.recruitmentcoach.com/vc
Frido Diepeveen Bio and Contact Info
Frido is the founder of Diepeveen & Partners. Having obtained a law degree in international and civil law (Vrije Universiteit Amsterdam), he started his career in 1998 as an in-house lawyer at the head office of Abn Amro Bank in Amsterdam. In 2001, Frido moved to Hungary, continuing his finance career at another Dutch financial institution, ING Bank. During this time, he had the opportunity to gain a deep understanding of the Hungarian financial sector and to become fluent in the Hungarian language. After four years of back-office as well as front office positions, he found his true calling.
In 2005, he started a career in HR consulting and (executive) search. From 2005 to 2010, Frido co-owned and co-managed the recruitment firm ProfiPower that went on to become Hungary’s market leader in 2008. In 2010, the firm was sold to a listed company, which has since then become the world’s largest HR services company. After selling ProfiPower, for seven successful years, he continued as commercial director of the newly merged company. He then founded Diepeveen & Partners in 2018. They have now expanded globally and specializing in specific fields, such as SCM, Pharma and Professional Services.
Market mastery - having an organized approach to his market.
Hiring in 3’s - as it takes the same amount to train 3 people as it does to train 1 person.
Hire Someone to Manage You
Another significant success factor that Mark mentioned is the value of hiring an assistant. Mark’s longest serving employee, Katie, was originally hired as his assistant and has contributed so much and developed her leadership skills to the point that she was recently promoted to CEO.
What is the added value of his assistant? “Operational details are not my strong suit. I am acknowledging that. When I hired Katie back in 2014, I said ‘your first job is to manage me and your second job is to manage my inbox.’” This actually makes a lot of sense. In our coaching group, we emphasize the value of hiring someone, like a virtual assistant, that can support you on administrative tasks or operational undertakings while you focus on your business’ vision and income-generating tasks. This is how Mark puts it, “Having somebody that I trusted operationally was really key from getting from $1M to $4M.”
Extreme Ownership: Improving Your Results Requires You to Own Your Mistakes
In 2019, Mark’s business imploded, shrinking from 14 people back down to 1. That was a really rough experience for Mark which led to a lot of soul-searching and shifts in personal and business focus. At the height of their success, Mark was really stressed and not sleeping well due to significant issues from his working environment. Due to cultural misalignment, a rift developed between Mark and some of his key employees who he had brought on and promoted to Partner level. Ultimately, this led Mark and his top billers to part ways, which snowballed into losing almost his entire team. It was a truly heartbreaking experience.
In retrospect, Mark is able to analyze the situation and identify his own role in the decline of the business. As Mark described, “When I think about that time, my relationship with those three partners and team members, was not first. Consequently, it was a house of cards… In the end, it was not relationship first”. This lead him to establish a new core value when he rebuilt his business, which is to always protect the team.
You will truly appreciate Mark’s candor and humility in sharing this experience, which can also be a learning moment for all of us.
Our Sponsors
This podcast is proudly sponsored by i-intro and Recruitment Entrepreneur.
i-intro® is an end-to-end retained recruitment platform. Their technology and methodology allow recruiters to differentiate themselves from the competition, win more retained business, bigger fees and increase their billings. Their software combined with world-class training enables you to transition from transactional, contingency recruiter to consultative, retained recruiter. Instead of being perceived as a “me too” vendor, you’ll be positioned as a “me only” solutions provider. Be sure to mention Mark Whitby or The Resilient Recruiter. Book your free, no-obligation consultation here: www.recruitmentcoach.com/retained
Recruitment Entrepreneur is the world’s leading Private Equity firm specializing in the international recruitment industry. If you’ve dreamed of starting, scaling and selling your recruitment business, this is your chance. James Caan and his team at Recruitment Entrepreneur are actively seeking ambitious recruiters who they can invest in. They provide everything you need to grow a successful recruitment business including: funding, financial expertise, coaching and mentoring, operational strategy, backoffice support, marketing and talent attraction solutions. Be sure to mention Mark Whitby or The Resilient Recruiter. Start a conversation here: https://www.recruitmentcoach.com/vc
Mark Phillips Bio and Contact Info
Mark first into recruiting in the late 90s and then moved into the Education Technology industry in 2006. He built his firm from a solo desk in 2010 to a $4M run rate in 2019. As a member of the SanfordRose Network, Mark has coached recruiters to the following accolades: 3 Rookies of the Year, 2 Top recruiters in the network, and multiple top 10 in the network performances. His firm recruits for education companies, not schools, but companies that sell products and services to PreK, K12, and Higher Education institutions.
When David started Acuity Partners in February this year, their vision is crystal clear: To enable individuals and businesses to outperform by relentlessly connecting brilliant people. Starting with 3 staff, they now have 8 people in their team and are on track to reach 7 figures in net fee income. What is the secret sauce leading up to this success? He gave four factors:
Building a business out of a successful business. His 25 years of recruiting experience with two recruitment businesses enabled him to have a network and client base. As the executive search brand of Stanton House, they are able to build on the philosophies and values of their sister company.
Developing Expertise - they build deep and narrow expertise on the market they are supporting, which is the growth market.
Customer Experience - delivering excellent customer experience gives them referrals, picking up business by osmosis.
Unique Value Proposition - they focus on building a proposition tailored to their market.
Values that Influence Success
David also shared the values that drive their culture and underpin their search methodology. He revealed how their recruiters embody the values and how it motivates them to be curious and interested in their clients. Here is the outline of the values he shared:
Relentless - “Today's customers expect a search firm to deliver a result... We are committed to doing what it takes to find the global skills for each role.”
Incisive - “I believe consultants must work hard enough to have an opinion, saying you are an expert in search is not enough anymore, you have to be able to challenge a customer on their thinking, and what can be achieved through the hire to add value and earn your fee.”
Humble - “Our business is very low ego. We have no hierarchy. We aim to adapt processes to our clients, especially when working with customers who are entering new markets where there is little precedence on roles to work from. Ideas that inform progress must come from everyone.”
Taking Care of Mental Health
David just had their second child when he started with Stanton House. After three months, their newborn son was diagnosed with a condition called Hydrocephalus (water on the brain). The baby required 25 different instances of emergency brain surgery, 6 of which were during David’s first year with Stanton House. David would frequently spend all night in the hospital and then make his way to the office in the morning and try and build a desk, something he hadn't done for 10 years.
This had a monumental impact on his mental health, self-confidence, and ability to bring his best self to work. Seeing his kid battle this over the last 11 years has impacted how David leads his team and how he looks after his own and his team’s mental health. The team at Stanton House created what they call the Empathy Series. It is a program that was launched in their wider business to support their people in understanding each other as they seek to appreciate the anxieties and challenges their people are dealing with.
Our Sponsors
This podcast is proudly sponsored by i-intro and Recruitment Entrepreneur.
i-intro® is an end-to-end retained recruitment platform. Their technology and methodology allow recruiters to differentiate themselves from the competition, win more retained business, bigger fees and increase their billings. Their software combined with world-class training enables you to transition from transactional, contingency recruiter to consultative, retained recruiter. Instead of being perceived as a “me too” vendor, you’ll be positioned as a “me only” solutions provider. Be sure to mention Mark Whitby or The Resilient Recruiter. Book your free, no-obligation consultation here: www.recruitmentcoach.com/retained
Recruitment Entrepreneur is the world’s leading Private Equity firm specializing in the international recruitment industry. If you’ve dreamed of starting, scaling and selling your recruitment business, this is your chance. James Caan and his team at Recruitment Entrepreneur are actively seeking ambitious recruiters who they can invest in. They provide everything you need to grow a successful recruitment business including: funding, financial expertise, coaching and mentoring, operational strategy, backoffice support, marketing and talent attraction solutions. Be sure to mention Mark Whitby or The Resilient Recruiter. Start a conversation here: https://www.recruitmentcoach.com/vc
David Fleming Bio and Contact Info
David Fleming has been in recruitment for 25 years across two businesses. Badenoch & Clark and since then Stanton House. He started as a consultant placing interim finance professionals into Telecoms clients and quickly went on to lead and grow that team to become a leading performer in the company. Before taking on more teams and running the London business before taking on further regional responsibilities, he was promoted to Director at that time, helped by starting up the Transformation and Marketing practices (multi-million NFI P&Ls) for the company, and led teams of over 100 consultants.
David left B+C shortly after the Adecoo acquisition and joined Nick and Neil at Stanton House. His time at Stanton House has seen him grow and lead many parts of the business (A&F, Transformation, our business in London) before setting up Acuity Partners.
He have always been motivated by building businesses and through speaking to and connecting with interesting people. Setting up the Acuity business allows David to combine working with some exceptional clients who are making a huge impact in the world.
Justin’s last appearance was a couple of years, more than a hundred episodes ago in which he shared radical ideas on their global recruitment offices and how they get to scale. This time, he brings me up to speed on what has changed since then.
The last time we spoke, Justin was in Singapore. He has since relocated his family back to Dubai and refocused on the markets they excel in - the Middle East and Asia for roles in the marketing, communications, and technology.
He explains, “During COVID we really understood the need for a niche where we were doing well and where people were leaning on us.” This move served them well and they’ve grown from a team of 12, they are now a group of 30 people and still scaling to the 30-50 person stage.
Focusing on the Middle East and Asia Territories
Justin’s decision to focus on the Marketing Communications and Tech niche in the Middle East and Asia regions brings opportunities as well as challenges. For a lot of my recruiters and recruitment business owner listeners, the MENA and APAC region is unchartered territory.
You will be interested to know what recruiting is like in those regions compared to the European or North American territories. What are the cultural differences? What would be Justin’s biggest shocking revelation? But most importantly, I am sure you are interested to know, how did Justin make it work?
Business Management Practices When Scaling Internationally
Justin shared so many important factors to consider, including:
When to scale in the same location versus setting up a new office.
The importance of finding the right partner.
How outsourcing can be a game-changer.
How to manage cultural differences within your team.
In addition, we discussed how Justin made the transition from Big Biller to Billing Manager to Business Manager. Most owners aren’t able to navigate these steps and get stuck as a producer with a small team. For example, how and when do you come off a desk? If you’re a big biller, how do you replace your production in order to focus more time on growing the business?
Our Sponsors
This podcast is proudly sponsored by i-intro and Recruitment Entrepreneur.
i-intro® is an end-to-end retained recruitment platform. Their technology and methodology allow recruiters to differentiate themselves from the competition, win more retained business, bigger fees and increase their billings. Their software combined with world-class training enables you to transition from transactional, contingency recruiter to consultative, retained recruiter. Instead of being perceived as a “me too” vendor, you’ll be positioned as a “me only” solutions provider. Be sure to mention Mark Whitby or The Resilient Recruiter. Book your free, no-obligation consultation here: www.recruitmentcoach.com/retained
Recruitment Entrepreneur is the world’s leading Private Equity firm specializing in the international recruitment industry. If you’ve dreamed of starting, scaling and selling your recruitment business, this is your chance. James Caan and his team at Recruitment Entrepreneur are actively seeking ambitious recruiters who they can invest in. They provide everything you need to grow a successful recruitment business including: funding, financial expertise, coaching and mentoring, operational strategy, backoffice support, marketing and talent attraction solutions. Be sure to mention Mark Whitby or The Resilient Recruiter. Start a conversation here: https://www.recruitmentcoach.com/vc
Justin McGuire Bio and Contact Info
Justin began my professional career in London at the start of the digital boom, working in client servicing for a fantastic communications agency. During his seven years in the industry, he had the pleasure of working for some of the world’s most celebrated brands alongside some of the most talented and creative people in the industry, many of them have since gone on to become business leaders. Having reached the Director level, he was charged with recruiting talent for his own team as well as playing a key role in developing the agency’s digital offering and taking it to market. It was at this point that his passion for recruitment became apparent and he resolved to change his career. He joined a headhunting firm based in the heart of London, creating and managing the advertising and media division. It was there that opportunity knocked and Justin was approached by a leading multi-national recruitment company and invited to set up their advertising and media business. Following a thoroughly enjoyable and rewarding two years, he felt that with my experience in the communication industry combined with my recruitment training and market knowledge, he was perfectly positioned to set up his own enterprise. MCG Talent was born in 2010 with a single vision: to connect the best businesses with the brightest talent in the marketing, communications, and digital space, enabling progress for businesses and individuals alike. Justin lived and worked in London, Singapore, and Dubai. He also spent a year doing charity work in Tegucigalpa, Honduras. He proudly invested in diversely.io - a diversity hiring platform and also co-founded and successfully exited a learning and development business called Ampersand.
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