When choosing a background screening provider, or consumer reporting agency (CRA), speed and price are important, but they’re not the only things to consider.
The relationship between you and the firm is equally important. You want assurance that the CRA will be there when you need them, communicate with you, and give your relationship the attention it deserves. You should be able to rely on your CRA to provide quality reports on time, while also trusting they’ll be available and engaged. If a problem arises, you should be able to get a quick, clear, and helpful response from your provider.
After all, a background screening isn’t like buying office supplies. The screening is a critical part of the hiring process, and a mistake or incomplete report can expose your organization to significant liability.
Good Screening Partners Check In, Not Just Check Back
Yes, you want a CRA that responds quickly when you have a need, a question, or a concern. Staying in contact with your CRA is equally important. Too often, that part of the relationship gets overlooked.
An open line of communication gives you a chance to ask questions, share feedback, and keep your provider informed about changes. It also helps your CRA better understand your business and how they can help you.
Regular communication with your CRA doesn’t have to be another long meeting on your calendar. Sometimes a quick phone call is all it takes to keep everyone on the same page.
More importantly, when a CRA stays in touch, it shows your business and the relationship matter to them.
How a Strong Relationship Can Save You Time
An ongoing relationship with your CRA saves valuable time when your organization changes. Employees change roles, managers move on, new hires come aboard, or the company changes hands. When that happens, a CRA that knows your company means that you do not have to re-explain your business or revise your services.
Staying in touch keeps everyone familiar with your business and gives you a chance to introduce new people to the CRA. It also smooths transitions when someone on your team leaves, takes on a different role, or should no longer have access to sensitive information. When your CRA already knows your account, a short call or email handles the update, with no need to walk them through everything again.
That continuity pays off when something changes or you need an answer fast. A new hiring manager can start ordering background checks right away, using the packages your CRA already has on file, instead of rebuilding the process from scratch.
Why You Should Keep Your Information Up to Date
Regularly providing current information to your CRA is a simple step that keeps your account and services running smoothly. You may move to a new office, change your company name, update your billing information, restructure your business, or change the people who should receive communications. Such changes can easily get overlooked.
Keeping your CRA informed helps prevent any potential issues. An old address or outdated contact information could keep important communications from reaching the right person. A company name change that was never communicated could create confusion with your account or reporting services or, worse, result in FCRA compliance issues.
Regular communication makes those issues much less likely.
How to Prepare for Today … and Tomorrow
Most businesses are thinking about two things: the present and the future
Maybe your CRA is meeting your needs now, but you’re planning to expand. Maybe you’ll soon hire more employees or open another location, or you’re preparing for an acquisition.
Telling your CRA about planned changes proactively confirms that they’ll be able to provide what you need. When your provider knows what you’re planning, they can recommend services to fit your changing business requirements or prepare for those planned changes. A good relationship with your CRA should make your life easier, not make you feel like you have to figure everything out on your own.
Speak Up About Opportunities for Improvement
Your CRA should want to know two things about your relationship with them: what’s working well for you and what can be improved.
If something can be improved or clarified, regular communication gives you a chance to say so. Maybe you have a question about a report, or maybe you need help understanding a service. Bringing those things to your CRA’s attention gives them a chance to help you now and prevent confusion later. Sometimes a discussion can raise questions you did not even know you had and help your partner see ways to improve.
You should feel comfortable being open and honest with the CRA you work with. A CRA that truly values customer service will listen to that feedback and take it seriously.
Why Regular Client Reviews Are an Important Tool
With everyone’s busy schedule, some things are difficult to discuss during a phone call or email. A regular client review can be useful.
An annual or semi-annual conversation gives you a chance to discuss your overall relationship with your CRA in more depth. It can be an opportunity to address things such as:
- Changes in your personnel or management
- Changes to your company name, ownership, address, or operations
- Services you are currently using
- Your overall satisfaction
- Changes in your service needs
- Upcoming projects or expansion plans
- Your immediate and long-term goals
- Changes in laws and regulations that may affect your business
These conversations do not need to be complicated or formal. A simple check-in can be valuable to confirm that your information on file is current and ensure that the service offered by your CRA fulfills your business requirements.
Why a Good Client Relationship Goes Beyond the Transaction
When you work with a background screening provider, you should expect more than a quality product or service. You should expect to be treated as if your business matters. It’s worth asking yourself whether your CRA cares about more than completing the next transaction. Do they answer your questions? Do they keep you informed? Do they ask how things are going? Do they try to understand your business?
A good CRA knows that you are busy and respects your time, but also understands the value of regular communication to ensure your operational needs are met. When you need something, you want to trust that your CRA will be there for you.
