Talk the Walk. Innovation from Iteration, pt 2

Greg Wyatt • March 5, 2026

A new challenge in any sort of recruitment is that you must now assume your candidates will think:


is this fake

is this a scam

are there any humans at the other end?


Whether you promote your recruitment publicly on a job board or contact someone by phone, email, voice note, DM, you need to consider this.


Okay, semaphore and carrier pigeons remain safe.


While this challenge is new, the answers are not, and often cater to candidate resentment through candour, respect and appropriate transparency - better messaging that's unrelated to automation.


You can find out exactly what works best for your audience, by going to Gemba.


Talk the walk

February 2023


Gemba is Japanese for ‘the actual place’.


Coined by Toyota and closely linked to ‘Genchi Genbutsu’, a phrase I regularly throw at my children – ‘see for yourself!’


Clearly, Toyota doesn’t like arguing with people whose strong views are based on assumptions, although my issues relate mainly to a lack of chocolate in the snack cupboard.


Gemba is a powerful concept because it gives managers access to the actual work and challenges that are inherent to their projects, and therefore where they can find efficiency and improve productivity. While linking the coal face to leadership in a way that influences strategy.


Although Toyota’s Gemba is a car factory floor, it’s been commonly adopted across industries and relates to anywhere where the work is done and value created.


The University of Pittsburgh Medical Centre applied Gemba to reduce Hospital Acquired Infections, applying root cause analysis to patient rooms to identify the cause of these infections. It turned out to be poorly cleaned medical equipment.


Better cleaning meant fewer infections to treat.


Would the alternative have been to accept the infections and invest in better treatment?


Retail stores, construction sites, and even prisons – Gemba is applicable in any working environment.


I’ve applied Genchi Genbutsu and Gemba throughout my recruitment career, learning through the experiences of candidates and hiring processes.


In recruitment, there are many types of Gemba.


The one that springs to mind is your hiring team – whether you are an agency, TA, HR or hiring lead.


This type of Gemba is individualistic, and you can go have a chat with your team right now, listen to them, and find pragmatic areas for improvement.


However, I’m more interested in systemic improvement, for the purpose of this email, and there are a few types of Gemba that we can all benefit from, two of which I’ve already mentioned.


Any aspect of a hiring system that creates an experience has a Gemba.


By working with candidates and employers (hiring managers and in partnership with HR / TA), I’ve learnt many strategic, tactical and execution improvements from finding solutions to common problems.


The most helpful Gemba in recent memory is my work with executive job seekers since the pandemic. Around 800 conversations with people I will rarely be able to help directly, but who have given me much insight into the common issues job seekers face outside of my hiring process.


It’s startling how much you can learn by talking to people in the ‘ecosystem’ who aren’t customers. It’s something I’d recommend any recruiter do and has the added benefit of helping others.


You may think out-of-sight, out-of-mind, job seekers aren’t at your coal face; however, they regularly interact with the coal face of the recruitment industry in unsuccessfully looking for work.


Their pain points are valuable areas of insight we can take advantage of, to create better experiences all around.


Go to your Gemba and you will find areas you can improve.


(Note, March 2026: if you've followed this newsletter through the AiDE framework, you'll already have seen some of these improvements in practice. Such as Warts and All, Walk a Mile, and Trust Me. All of the series is in some way are built on lessons from the Gemba)


What can you learn about the experiences your customers have of your hiring process?


For an employer, this will be every touchpoint in your recruitment process – from your adverts and ATS, to your interviews and interview confirmations, to your offer and rejection process, and everything else.


You may think you have an excellent process, but what do your customers think?


Have you tried applying through your own ATS as a dummy candidate? What did that feel like?


How about your own experiences with your recruitment process?


If you’re having a poor experience with your agency suppliers, what root cause analysis have you done to find out the real reasons?


Or are you stuck in a Region Beta paradox, where things aren’t quite bad enough to make a change, even though your experience is shoddy enough to complain about?


There’s a simple way to find out about which experiences can lead to improvement – talk to the people that have them.


And not just new starters delighted to be in a new role. What about those you rejected?


Or those that never applied… what if you could find out why, and apply that learning to make your process more attractive? (Answers to which I found in my exec job seeker calls)


I’d argue if you build your recruitment process from your Gemba it will allow you a uniquely fit-for-purpose approach for your hiring process.


Invest in systems, technology, tools and processes based on the Gemba, rather than what others may tell you that you need.


This doesn’t mean you shouldn’t talk to good consultants who can help you overcome the problems you don’t know you don’t know.


Just that you should expect their consultation to be built on your Gemba, rather than the sale of a solution for the solution’s sake.


Not so easy if you aren’t an employer that has the agency to make change.


The next edition is on how Stockholm Syndrome and Region Beta paradox intersect to explain candidate behaviour.


Thanks for reading.

Greg


By Greg Wyatt August 18, 2026
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By Greg Wyatt August 11, 2026
What follows is Chapter 49 in A Career Breakdown Kit (Summer 2026) . It's like many other chapters in that I've tried to make it stand alone, yet it's deeply connected to the rest of the book. For example, if you accept your job search is equivalent to launching a product to market - where you are the product and your next employer the buyer - then a sensible strategy is also equivalent. You execute an appropriate multichannel sales and marketing plan, where you focus on the steps in your control, with considered action and follow up. An interview process is an ongoing negotiation, with each interview equivalent to a consultative sales meeting. And like any good sales professional, you know that the steps preceding, the steps in-between, and the steps after all have a part to play. In my last three offers these have all been contributing factors: The relationship nurtured by the hiring manager led to their new employee hitting the ground running The private information withheld by the candidate that led to an offer rescinded because she could never have fulfilled the role in the first place The enthusiasm shown by a candidate in post interview communications tipped a decision in their favour Recruitment is risk, filled with bias - that doesn't mean you can't make that work for you. 49 - After the interview In a tough job search, getting to an interview can feel a real achievement. If you’ve been accountable in your applications, only going for roles where you are a strong fit, these are tangible opportunities to secure employment. The interview itself isn’t the be-all and end-all. It’s better to see them as the start of a conversation, one that’s only complete when you either have an acceptable employment contract in your hand, or if it’s an unequivocal no. Continuing this conversation in the right way, and in ways other candidates may not think to, can bring hoped for and unexpected gains. A few weeks back I filled a vacancy which had a strong shortlist. The final three were all employable, and the company would have taken all three had they been able to. The second choice candidate was disappointed and took it well, responding professionally. I worked hard to give all three a good experience with regular updates and constructive feedback. I too was genuinely disappointed for the ‘unsuccessful’ candidates. Two weeks after accepting the offer and returning the signed contract, the first-choice candidate withdrew. She’d received a significantly improved offer having been headhunted. Within two hours of passing the news on to the hiring team, the 2nd choice candidate was offered the role and accepted. How she had responded to her initial disappointment was a key element in this offer being put forward. The same was true of her experience with us in her decision to accept the offer. In many ways an interview is like a sales meeting. One party pitches their offering which might be customised against the questions asked. The other party makes a decision on whether and how to proceed. In an interview both the candidate and employer act as both seller and buyer. As a job seeker you get the final say on whether you say yes, no or something in between. Your decision is influenced by factors you may not divulge to the employer, such as an unexpected intervention (illness, accident, family), personal circumstances or other offers that may come up. It’s the same for the employer. They may have a hierarchy of decision-making, changes in the business and changes outside of the business - many things that can influence an interview decision or time frame, different from what was initially agreed. In sales we know that a deal isn’t agreed upon until the invoice is paid. Even if there is an initial ‘yes’ in a meeting we follow up suitably. Follow-up email to confirm details of the conversation and next steps. Thank you for your time Follow up at the appropriate time to check progress If it’s ‘no right now’, follow up over time to build a relationship until they are ready to buy If it’s ‘no answer’, find appropriate reasons to follow up, ending in a breakup email What this actually looks relates to what their sales (hiring) process is, playing to their rules and breaking those same rules in an appropriate way. In the UK, 61% of private sector employers are SMEs, whereas the vast majority of money is in the corporate space. The differentiator in recruitment is that the more corporate you get, the more transactional and matrix-led recruitment often becomes. Some of the rules of the game will be different. This illustrates how and why things are different depending on the context. Public sector, charities, geography, bias, habit, strategy - these all affect the rules of what appear similar processes from the outside. It’s important not to be cynical or come across as coercive. Respect the process and any rules you learn about. Thank you notes Most of the employers I partner with are interested in candidate feedback and interest post-interview - to help them reach their decision for the right reason. Were you applying directly, their interest in your view would be the same. A naturally written thank you note sent appropriately should not work against you. It might work for you and it’s a situation where someone’s bias can be a benefit. ‘Dear Greg, I wanted to thank you for your time today and the opportunity to interview at ABC Corp. It was a pleasure to meet you and Gary and helpful to understand more about your role and environment. I remain keen and would be delighted to return for the next stage. You mentioned you’ll make a decision by the end of next week and I look forward to hearing from you. Do let me know if I can help with anything - my number is …. Kind regards,’ It’s an opportunity to build on or mitigate inconclusive points in an interview if there’s an example you neglected to share or if you didn’t convey information in the right way. Maybe they let slip they’d be concerned if the role would keep your interest in the long term - why not own this? ‘During the interview you asked if I could see myself in this role long-term. It’s a role I’d enjoy - taking on a hands-on role I can get stuck into is an exciting challenge, while my experience in xxx would be beneficial for yyy.’ Keep it more succinct than my email though. Write it in your own words in a similar tone to how you came across in the interview. Will it make a difference? Only marginally, in some situations. Is it worth doing as a natural way to continue the conversation? I think so. Don’t be disheartened if you don’t get a reply - they may have a policy to follow. And to that coercive point above don’t say ‘I’m the best candidate. You’d be a fool to miss out,’ or something more subtle that might suggest the same. Additional interviews In an ideal world you’d get a full view of the interview process before the interview. Unfortunately some employers enjoy playing a game of interview chicken, revealing more and more interview stages as you go through them. Most are somewhere in between. Try to establish the full process as early as possible in case there is anything that is non-negotiable for you. For example, I know some people categorically do not want to do technical tests or ‘business plan’ style presentations, having had their fingers burnt in the past. It’s your choice what might be a non-negotiable - for any reasonable employer these are typically used as a means for fair assessment. Treat any interview in the same way as the first interview: prepare as fully as possible and assume nothing. Unless you know their hierarchy of decision-making, that new person you meet at fourth stage for an informal chat might well be the person with the final say. Even a social get-together after an offer is put forward might be seen as an assessment. Appropriate follow-ups It’s a careful balance. You want to show you are interested, not desperate. You need an answer, not to be inappropriately intrusive - even if that’s not your intent perception holds weight. Following up in the right way is a good tactic. If you can gain an understanding of their time frames or process work to that. Anything and everything can happen behind the scenes, including unexpected absences. Things can slip in a way employers may not see as notable. A few work days after you were expecting to hear, drop them a polite line. ‘Hi Greg, I wondered if you had any news on how you want to proceed with this role. Is there any update you can share? Kind regards,’ You can play a bit of keeping up with the Joneses if it’s true - ‘I remain interested - I do have two interviews this week with other employers. Would you like me to keep you updated?’ Sometimes no news is no news and you might need to be patient. Eventually you may come to a point where you need a decision from them - such as if your 2nd choice company gives you a job offer. A breakup email can be a good thing. Even if this doesn’t prompt an update or decision from them, you give yourself agency to walk away with no ‘what ifs?’ And if they do come back later, you can make a separate decision on whether to revisit them. One such email might be: ‘Hi Greg, I enjoyed our interview on May 21st. You mentioned you’d reach a decision the following week. Can I assume you have moved forward with another candidate? I’ll draw a line through my application for now and will be happy to pick up our conversations at a later date, if appropriate. Kind regards,’ Written appropriately, there are three outcomes: You get a reply confirming they have appointed You get no reply and can move on You get a reply with more information That last point may be ‘no news’ or something actionable. Sometimes it might even prompt good news. Whatever the outcome, you can move forward. Keeping in touch long-term Sometimes a no might be a ‘no for now’, especially when you are later on in the process, such as being pipped to the post at final interview. If yours is a business as usual role where there are a number of employees fulfilling similar duties in the same company, you may well be suitable for other roles that come up in future. How can you keep in touch appropriately so that you help their decision making when another vacancy comes up? Find reasons to occasionally keep in touch (maybe once every couple of months). If they are active on LinkedIn you could follow their content and add constructive comments. It may come to nothing but it may give you early sight of a new vacancy. If you see another vacancy advertised check it out. Drop them a line directly rather than just apply given you are continuing a conversation rather than coming in cold. And if they reply to say ‘don’t bother’, at least you know.