In a previous blog post I talked about one way to handle lack of performance in your recruiters. I called it the 3 T approach.

The idea behind this is based on whether your recruitment consultants lack of performance is based on; a lack of skills, being in the wrong job or a lack of motivation or ‘will’ to do what is required to perform well in the role.

In today’s blog post I want to delve a little deeper into this subject.

This method of developing your recruiter’s performance is called the skill/will matrix.



“Your team does a lot of work – but they could do better. “ 

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The skill/will matrix will help you tailor your management and coaching approach effectively to develop the talent in your billing team. It works well when you base it on a task by task basis, as an example this might be:

  • Cold calling
  • Client meetings
  • Client development
  • Candidate meetings

Here is how the matrix works. The diagram below explains it in more detail.


will skill


Let me explain how each box might relate to the different consultants in your team; it would be worth drawing this out and plotting where each of your recruiters sits as I explain the different quadrants.

1. Direct

This quadrant is where you need to take swift action. Many who fit into this category can have a lack of desire or will created by their inability to achieve the task at hand. A first step is to ensure your recruiters, who are here have the right training which is monitored.

Earlier we gave an example of a classic recruiter task or K.P.I.; client meetings. Make sure you are training them on how a good client meeting should look. Where it’s appropriate attend one with them or get them to accompany one of your consultants to experience what good looks like.

Then monitor their results. A red flag for me is if after training, they still aren’t enthused by their role, and it might be time to move them sideways or out of your organisational together.

2. Guide


Manager with employee working in office

This is what we ‘hope’ is our experience of our new trainee recruiters. They are keen as mustard, yet haven’t quite mastered the necessary skills to deliver the results they and you want. This is all about developing their capability. I call these people the sponges; your trainees should fall into this category provided they ticked all the criteria you set at interview. You will be surprised at how quickly; with the right support, these guys can move into box.



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3. Delegate (your dream consultants)

This is the ultimate goal for many recruitment managers and directors. Those dream billers who have a good skill level, love the job and want to get better.

Finding and developing great talent in any recruitment organisation is a key priority. Therefore if growth is on your radar, these individuals need to be managed with an eye on the future. To find out their hot motivation buttons the sort of questions I would be asking are:

  • What’s important about working here?
  • What additional responsibilities would you like?
  • What needs to happen for you to develop further?

These questions will give you a sign post about how to develop these individuals so you manage your own succession plan for the future.

Nice Work Well Done


4. Energise

Every recruitment managers heart sink consultant! So much so I ran a webinar about this earlier this year. These guys and girls have all the skills needed to perform consistently and at a high level; unfortunately they aren’t. It’s not about the market or lack of great candidates either.

Their mojo has disappeared and it is your job to help them find it. This is all about coaching their will and desire.  To ensure that you support these consultants; it’s well worth it by the way- you need to ask some questions so you are dealing with facts rather than assumptions which you might possibly be making. Here are some ideas to get you going.

  • When did the problem start? ( Hint-You might want to check that everything is OK at home as a first point of call)
  • What is causing the lack of motivation?
  • What needs to change for you to be more motivated?
  • What are your goals?
  • Is a new challenge needed?

By asking these questions you will get some answers which will then guide you to the next steps.



Interesting model isn’t it? Now use it with your team.

If you want to learn how to set up your business, so that it stops under-performance once and for all, then join my free webinar:  The 5 Secrets Our Clients Use to Build 7 & 8 Figure Recruitment Businesses


Warmest regards,