From Yacht Decks to Household Recruitment with Stephanie Berton

Introduction

Ben W: Hello there. Welcome to the Morgan and Mallet podcast. In this podcast, we’re going to be talking with Stephanie, who’s a recruiter at Morgan and Mallet, and we’re going to be looking at her career, and we’re going to be getting lots of advice for the luxury recruitment household staffing sector. So, welcome to the podcast, Stephanie. How are you doing today?

Stephanie: Hi Ben. I’m doing well. Thank you. And thank you for having me here today.

From New Zealand to Yachting: How It All Began

Ben W: Super, super. So Stephanie and me were just talking a bit before we got started. But it’s got a fascinating story about her days as a stewardess working on yachts in New Zealand and Australia. So could you just tell us a bit about yourself please like how you got started with the yachts and how you got started with Morgan and Mallet.

Stephanie: Absolutely. I first got into yachting that was from a friend when I was living in New Zealand. And she was a New Zealander. She’s still a New Zealander and she wanted to go to Europe to work on yachts. And I was like, what is this? I had no idea what it was. I didn’t even know you could work on the yacht. I knew cruise ships but not yachts. And she started to explain me and I was like, “Oh, okay.” And she kind of planted a seed. And after four years living in New Zealand, I left and I came back to Europe. I had a boyfriend in tow with me. So we were like, “What’s you know what what’s this about?” And we started to to kind of do some research. We ended up in a cruise ship, not in the same same cruise ship, but this is how basically how I started. So, it’s I took the easy way instead of doing all the dot works and checking in with the agencies. I didn’t even know there was so so much so many things around. So, I worked in a cruise ship and they got all my papers because you need to have some safety maritime certifications. That’s very important. And then after that basically I had my first foot into the industry. I worked my way from the bottom though. So I started very low on small yachts small they were like 17 meters for me that was quite a big yacht but it was great. And then and then you know as you get into the industry it’s like everywhere else you make friends you have colleagues and they tell you some tips how to get in and what you should do. And I also have a culinary background. So I was like, “Oh, maybe I could earn some more money as a chef.” And and I was also more interested in being a chef as well. So I moved on and my goal was to never go on a boat that was any smaller than the last one unless the salary was bigger or better or my working condition would be better.

Ben W: Mhm.

Stephanie: And and I did and I ended up doing 10 years in the industry. It is that was very rewarding, very hard. It’s a very very hard industry. But I think working with ultra high networth individuals is is a lot to learn before you are able to accept the standards that you have to work with the long hours and also some interpersonal skills in knowing where to to place yourself and all this. And yes so for those 10 years I’ve learned a lot. I also wanted to travel and I love the sea and I love sailing. So for me that was just very natural I would end up in there.

Making the Jump from Cruise Ships to Private Yachts

Ben W: And I’ve got two questions. The first one was you said you started off on a yacht. I think you started off on a yacht after the cruise ships. How did you get that opportunity to jump ship?

Stephanie: To jump ship. I think I think I got my CV right and so it was it was quite a while ago before we had all those internet ads everywhere. So, we did have internet, but not as much as today. And there were very few sites where you could find these kind of jobs. So, I got one and there was this ad that was a 30 meter boat, a 30 meter yacht looking for stewardess. And they they didn’t they asked for like one or two seasons experience. I was like, “Yeah, I think I I fit in that.” and I had all my background in hospitality as well that I would bring to the yacht. So I sent my CV, we had a phone interview and then they flew me to the Netherlands where the yacht was for a trial and it worked out. So I stayed for the season. I only stayed for the season and then and then I moved on. But basically I think I got my CV right and having you know the good things and the good experience in your CV and the way you word your your paragraph and everything is very important.

Standout Memories and Lessons from Life at Sea

Ben W: Right. That’s interesting. Okay. I’m going to ask you more about that later. Now, I’m just going to skip ahead because I’ve already covered a few the first question. So, what’s the standout memory or lesson from your time aboard on board?

Stephanie: I hope there are lots the standard memory I’ say memories because it’s not there’s not one you know it’s like it’s they’re all on the different categories obviously there is the traveling part of the job that is really really cool because you get to see those places I would never have been before and those are great memories but also there’s a lot of interpersonal learning learning how where are your limits, you know, like how much can you do and learning about dealing with other people. That was the major I think this is the major thing that I could get during my working time on the yacht because a yacht is not a house. It’s a very confined space. Everybody is basically living and sleeping on top of each other. We share the bathroom. We live in bunk beds and we share a cabin. We eat together. we work together. So, we basically together 24 hours. And you know there’s moments you don’t want to see anyone or you want to be alone in your cabin or you want to speak to somebody but you don’t want to have your your cabin mate coming through and it it is hard to have intimacy for yourself and you have also to make sure that you’re not make taking too much time in the shower because most of the time we’re using the the bathroom at the same time. So there’s all this organization and you have to be very disciplined and very compassionate about your workmates. And and that that is really hard but you can make it work. You you really have to put your weight in to pull your weight to make it work.

Ben W: Mhm.

Stephanie: And sometimes some other people don’t. It just doesn’t work out with other people.

Ben W: Yeah.

Stephanie: And that’s the hardest because you still have to work with those people like everything everything’s great and you got to keep smiling, you got to look great, all this. So, you do learn a lot. And I think it raised my standard a little bit like I would hire my sheets for example, my bed sheets. I hate it when my my t-shirts is not iron, you know, like I want to live in nice clean house. Meeting in nice plates and everything. So, yes, my standards have definitely been, raised up. As for memories, I think I’ve met some wonderful people, co-workers as well as people I was working for. So that this is good like the the network you get around that. And you are exposed to other people as well. That’s cuz I I was also a chef during my 10 years and I had to go and get some supplies, but I was always very careful where I would get my supplies from.

Ben W: Yeah.

Stephanie: So, you get to meet local farmers and they explain you a lot and you’re like, “Oh, this is it’s how you do it here. This is very interesting.” And that that was cool. So, memories. Yeah. Wonderful.

Why Stephanie Left the Yachting Industry After 10 Years

Ben W: Yeah, that sounds really interesting. I’d love to ask you about that, but I need to ask you about what made you move from working on a yacht and getting into recruitment.

Stephanie: I think age the thing when you work on a yacht you are always on the yacht. So if the yacht is anchored you are in a golden prison. Yes you make a lot of money. Yes, it looks very glamorous, very glittery and all, but you miss out on making friends. You miss out on your family. You sometime miss out on weddings or your siblings giving births, you know, all this stuff because you’re in the middle of the sea and there’s no way you can get there or you are fully, you know, you full on into the season and you can’t get yourself off. So you know after a while I think there’s a time where you become me mentally, emotionally and physically tired and I didn’t want to keep a bit of taste in my mouth about the whole experience. I was like I’ve done it. I’m very happy but now I need to move on now. I want to see something else. And and also like because I I during my my time working on yachts I have seen a lot of people who were like 60 65 still working on yachts and they kind of become it’s hard to explain but like you know it’s it’s this cliche you seen sometimes in movie like the old pirates they they completely disconnected from everything which is in one way this is good but if you come over disconnected you’re not even connected with with people you eat.

Ben W: Uhhuh.

Stephanie: So, and I think yeah, and I didn’t want to become like that. I still wanted to go to the movie.

Ben W: Interesting.

Stephanie: I still wanted like to check in with my friends. And then I wanted also to to to have my house and my time for me, I think.

Ben W: Gotcha. Gotcha. So like after 10 years you were like, “Okay, that’s enough. I can see the future. I guess see colleagues that have spent a whole career in there poss

Stephanie: Yes. Yes. Normality.

Ben W: Yeah. everyday things that people living on land probably take for granted.

Stephanie: Yes. Yes. Yes.

Ben W: No, just

Stephanie: I wanted to go and buy my my bread in the morning or just just kind of thing taking my my trash out and not having to I don’t know to open a hatch and then open another one and dump it in there.

Ben W: Yeah, it’s just those little things, no like a garden and just tiny things. Yeah, I understand. All right. So how does your So just so I understand after that time after those 10 years you started you settled down I assume in Paris and you found Morgan and Mallet. Is that right?

Finding Morgan and Mallet: From Candidate to Recruiter

Stephanie: Yes or no, not in Paris. I live in Greece and yes and and I was really looking like for me there was I had a few options because obviously you know when you want to change career you’ve got to use your skills. my age, I didn’t want to learn anything new. That would have taken too too long. And and then you know I was like okay I can have an office job but I would get very bored. I can work from home which was my options number one or I can run my own business. So I was trying to run my own business from home but then running your own business needs a lot of investment time and and also I am not in the best country right now to perhaps run a business that you know

Ben W: Yeah, the Greece isn’t known for isn’t known for that.

Stephanie: not it’s great for holidays it’s great if you have a holiday home but working and paying Greek taxes is not fantastic. So I was like, okay, this is not going to work. I was a candidate at Morgan at Mallet for a while and then I think one day there was an ad that I actually liked or I was contacted by a recruiter. So then I started checking regularly on the website for new positions and then I fell upon the freelance recruiter position and I was like, “Oh, that could work out.” Because I did have to do some recruitment when I was working. Once I recruited a captain for an owner. And you know, like this is what I like when I was on smaller yachts, like you have to do everything because it’s just one or two crew members. So, like the the the job scope becomes very diverse and I really like that. So, the and me as the interior worker, I would be very much in touch with the clients or the owner of the yacht and they would ask me, can you book me a taxi? Can you do this? Can you do that? What do you think? We should we change the plates or what what do you So all all of those things I would do them and then and then came the time when he’s like I need a new day. This one is leaving. I don’t like the captain. And I was like yeah captain is not working you know like we we we need someone new. And he was like can you take care of this? You must know people. I was like I know people I can try. And I did. And I was like okay this is actually great. I love it. So I could choose a person I was going to work with also. And then on my other other jobs I would you know have to replace myself when I would go on holiday get a temp or we would have I don’t know people can break their legs and you have to replace them right away and then it’s either the captains but if the captain is too busy it comes to the interior working people.

Ben W: Gotcha.

Stephanie: And I would be, you know, I would volunteer because I was like, this is nice to to get to know and to do.

Ben W: I see. Interesting. Wow. And you said you were working as as a candidate for Morgan and Mallet. So they had found you in the past. So you knew the company, right?

Stephanie: No, unfortunately not. We never had the position I applied for. It kind of it fell through. And and then after that I saw the job ad for the freelance recruiters. So basically they found me in their agency. Yes.

Ben W: Ah, gotcha. So you were lucky. So you were you went back you were considering going back it to be a stewardess. Is that right?

Stephanie: Not really. I was looking for you know maybe if the right opportunity would rise. Yes. I was looking forward to that. But my priority was staying on land or trying like doing you know just having this slow moving into land. So I was keeping an eye on all the maybe you know like personal assistant but my CV was not great for personal assistant like it’s too strange having somebody from yachting into personal assistant people don’t understand. So I would have again to start from the bottom. I was just looking at maybe, you know, like a household assistant who can cook or or even a governness who can cook. Although I wanted to stay away from the housekeeping, but I was keeping an eye because sometimes you have like those strange hybrid roles that come up and and you have to be like one of the first to apply if you want CV. Although your CV is lost within all the hundreds of candidates and applicants, which is sure fair enough, but you got to be quick, you got to be fast.

How a Yachting Background Helps in Recruitment

Ben W: Yeah. Interesting. Right. Okay. How does your yacht crew background help you know help you now when finding staff?

Stephanie: It makes it easier to read people I think and and also because I have dealt with so many people you can see who who it’s weird but you can see who will work out who’s a hard worker who’s you know like I can do my work but I don’t want to do extra extra time. It’s just all these interpersonal skills that you acquire when you deal with so many people

Ben W: Right. Let’s see. And you said that you can judge. Judge is a bit of a harsh word, but you get a better you’ve got a strong feeling.

Stephanie: feeling. Yes. The feeling I’d say. Yes. Yes. Yes.

Ben W: Interesting.

Stephanie: It starts I’d say it starts from you know the first email we receive.

Ben W: Yeah.

Stephanie: And and you see you see how people introduce themselves for example and for example you know when you work in a small space or like I think it’s it’s more or less everywhere the same in an office even like when you say something has to be done this way it has to be done this way and if some you repeat something once or twice on the third time I’m kind of getting tired. So, but it’s kind of like also when you know when you ask for something I don’t know like how can I I’m trying to find an example that could relate to finding staff. I don’t know. I’m going to say we we in the yacht industry you usually have days to do your laundry.

Ben W: Mhm.

Stephanie: So you have to remember that and you know when you’re finding stuff for ultra high networth individuals they also have to be quick on their feet because people don’t like to repeat themselves especially ultra high networth individuals. Fair enough because they’re paying a fair amount of money for their staff. So they they expect people to know what they’re doing. And this is what we also expected when you’re on a yacht crew. You expect to know the safety on boards. if somebody asks you for a glass of water or drink, you expected to know you don’t have the time to go and check for the recipe or or that that that’s everything has to be done fast. So, yeah, I think I think it gives you a clear idea of like, oh, that person is not going to work out for this role, but that person might be okay for another role. person is maybe too too fast, too enthusiastic, and the client is looking for someone who’s discreet. So this there’s all those little details that when I have an interview, I take notes about and and then at the end I’m like, okay, either you know, like this is at the end of the interview, basically I decide if I’m going to represent that candidate with that client or not, or if I find that candidate better for another role or maybe for a role that has not appeared yet. because it’s not I think it’s not fair either for the candidates and and the client if they mismatch there it’s not going to look good for me and for Morgan and Mallet and then and then the the candidate would be disappointed and the client will be like she doesn’t know what she’s doing.

Handling Client Urgency and Managing Expectations

Ben W: I see what what happens if the client is insisting on urgency.

Stephanie: So that’s yes. Well, it’s it’s not my fault they’re disorganized and, and usually I tell them like well, I’m basically I’m always doing my best because I like what I do and I like a job that is well done. But if they are like I need someone now, I need someone now. I’m like sure I I’m still conducting interview. you are my priority right now but I do not have the right profile and I do not want to send you candidates that do not match and if they still yes and I have you know like

Ben W: You just straight up tell them.

Stephanie: and then I will just rephrase myself differently I I still stay polite but then you know there’s at one point it’s like or if sometimes we can’t find the right person people are too too demanding or they live in a place that is too too too exiled and people don’t want to work there. So they have to make the the salary more attractive. I’m like okay if you want someone now then we have to make it more attractive so we can attract someone quicker also. So we have to change the brief.

Ben W: Gotcha.

Stephanie: Basically I try to work around this with the client not them like never against them but with them like if you want someone now what can you offer so that we get a candidate very soon or now you know what are the solutions we can think about to have this sorted out right now.

What Makes Connecting Clients and Candidates So Rewarding

Ben W: Interesting. So it’s like in very rare occasions you might have to just say look no we can’t do this but in the majority of the other occasions you’re going to say okay let’s work together let’s try and find a solution what’s really stopping this maybe we increase the salary so on and so forth interesting okay and what do you find most rewarding about connecting clients and candidates

Stephanie: absolutely. Yeah, absolutely. It’s when they click instantly and that is really cool to see. You have a very happy client. It’s like wow I love this person. I want her or him now. And they’re like, “Okay, okay, excellent.” And then and then the candidate the candidate is so thankful and this is this is very very moving actually. You know, they’re like, “Oh, thank you so much for, you know, for representing me.” And it’s like, okay, well, that’s cool. I’ve done a good job.

Ben W: Yeah, I think I guess in your profession it’s probably you you might have to like step back every now and again and just think about the impact you have on their life because now for the next one, two, maybe three, four, five years, they’ve got a completely different lifestyle thanks to the connection that was made because of the recruiter. It’s like you’ve changed the trajectory of their life in incredibly. Yeah, it’s quite absolutely.

Stephanie: That’s a big responsibility.

Yacht Culture vs Estate Culture: Key Differences

Ben W: All right. Now, we’ll just move on to the second part of the the podcast. We’re going to be focusing questions these questions all on the clients. And I was just wondering in your view, how do luxury yacht and estate cultures differ?

Stephanie: For quite a long time the yachting industry or you know people going into yachting it was more like party time. Party time. We’re going to eat a lot of food. We are going to dance until 4:00 in the morning. drink champagne in for breakfast. And on the other side, estate culture was more like family. We, you know, we want to relax. We have the kids around. Maybe we do a little dinner there and there. Everybody’s nicely dressed. Everybody’s wearing bikini. But this is changing. But they are still very different because, first of all, a yacht is smaller. Even though now we see those huge yachts being built 70 80 meters, before they were the biggest yachts in the world, now it’s kind of the norm. So we have 100 110 meters. This is like a mini cruise ship. So they are very very big. They it’s nearly like an estate, it’s a mini hotel. But it’s still it actually works like a hotel.

Ben W: Yeah.

Stephanie: So it’s not a it’s not an estate. An for me an estate is more like family run. You know, I bring my family. I have my dogs running around. maybe there’s a stable there or and but the yacht is still, you know, very different. You you have kind of to show off even if it’s a big yacht because what happens with those big yachts is like they work they like kind of have private so the owner will have some paying guest. It’s it’s just another thing that happens in yacht as well. So you still have to show up but you’re showing up for somebody else. And you’re showing up your status.

Ben W: Right. So just to just to make sure I understood like traditionally the culture with the luxury yachts was a bit more party orientated escape orientated and like the estate culture family tradition behavior wellbeing okay gotcha but you see it’s changing now and is becoming possibly you you mentioned mentioned like the the what did you say? Was it private hire? Sometimes the yacht is used for private hire.

Stephanie: Yes. So we exactly we see more and more of those huge yachts going private. So they’re not commercial anymore. They won’t be chartering you know being rented out for a week. It’s just the which is also a kind of show off I would say from the owner. like I have so much money I can have a 110 meters because owning a yacht you will never make money even if you charter your yacht. They say in the industry like there are two happy days of a yacht owner the day the first day when he bought it and the last day when he sold it. So, but you know it kind of resume what having a yacht is like a yacht is just a hole in your pocket really and like money is just go I have never seen any owners who actually make money from they can maybe you know square even at the end. This is why they charter their yachts and then they can use it a little bit. but you would never become rich owning a yacht and renting it out.

Ben W: Mhm.

Stephanie: And so now it’s I think this has been accepted that only rich people can have yachts.

Ben W: Mhm.

Stephanie: So the very the very rich and the very powerful have big yachts and yeah it’s true when you see like a big yacht coming into port most of the time they can’t because they’re too big. But when you see them being anchored out, it’s like this is massive. And it’s like, what is it like to work on one of this? This is basically you still have the yachting hierarchy within your your crew, but it’s also like working in a hotel.

Ben W: Right. Right. Interesting. So you’ll have like a housekeeping housekeeping staff maybe bar staff all the and the chefs everything.

Stephanie: Yes. Yeah. Definitely. And on the other side, the estate culture is still, you know, like it’s still a small group for me, unless it’s a massive estate, but

What Household Employers Can Learn from Yacht Team Management

Ben W: Gotcha. Interesting. All right. What can household employers learn from how yachts run from how yachts run their teams? Sorry.

Stephanie: I say it’s good to leave the you know like the running of the team, the team management to one person or who and because on on the yacht basically the the person in charge is the captain. The captain is responsible for the safety of the yacht running their the crew and anything else that’s related to the yacht. The the owner doesn’t have to deal with this or shouldn’t that’s I should say because some yacht owners are very much involved and this is when basically the confusion starts.

Ben W: Mhm.

Stephanie: people don’t know what where or whom to ask what. So you know you leave it to one person and that person would delegate to other people and you have your team and if your if you send your team your managers are efficient then it should run perfectly.

Ben W: Right.

Stephanie: So leave it leave it to the person in charge. Do not get involved.

The Importance of SOPs and Proper Handovers

Ben W: Gotcha. Gotcha. Just like that delegation. And with the yachts, like I know I’ve heard in some households, in some estates, maybe they have the document of like, okay, this is a very special leather sofa. It needs to be cleaned with these products and it’s all documented down, written down. Is it the same in the yachts? Do they have Yeah.

Stephanie: It is it is exactly yeah exactly the same and I think there’s more turnover in yachts so it it is actually necessary to have this the next person might not have the correct handover from the the person who left so it’s good to have everything We call them soap standard.

Ben W: SOPs. Yeah.

Stephanie: Yeah. Yes. Gotcha. And you said there’s high turnover in yachts.

High Turnover in Yachting and the “Below Deck” Effect

Ben W: Is that because the of what you were saying earlier that it’s quite demanding?

Stephanie: Yeah. Yes. It’s demanding and people don’t really know what they get into. They think you can. Yes. Sometimes you can but but I’d rather not to be honest. And it’s very long hours. sometimes you cannot go out, sometimes you are awake until 4:00 in the morning. So there there is a little bit of a deception here and unfortunately we have this series below deck that I don’t know if you heard about it. It’s about crew members working on yacht and they they they they have each season is a different yacht for a different season and now it just turned very silly and this has given a lot of shadow to the industry and it brought in some people who have no idea what they were doing or no idea what they were there. They were just kind of cute or good-looking. So it became a party like a a a season just to go party and then but they had to work. So this is now the mentality because of this area although it’s not everywhere like that but yes it’s hard and and you need to be you know like not everybody can be a waiter not everybody can be a chef not everybody can be even a housekeep cleaner or a butler you you have to like it you have to have the abilities the interpersonal skills so it’s the same as working on yachts you have to like the sea working at sea is different you can get seasick you can’t go out when you want. You have watch watches when you are on duty, for example, when you’re anchored and maybe you’re going to be on watch at 4:00 in the morning until 8:00 in the morning too for security.

Ben W: Oh, gotcha. I was going to say, why would you need a watcher when you’re anchored?

Stephanie: there’s another thing. Yes, it’s you’re at sea.

Ben W: Gotcha.

Stephanie: You know, this is a very hostile environment and some have no clue.

Ben W: Ah, interesting. Wow. But let me just rewind a bit because you said you mentioned a series below deck. I haven’t seen this. And just check I just want to check if I understand correctly. It kind of showed the series kind of showed a different angle of working on board and it had kind of attracted as a result attracted the wrong wrong type of candidates into the industry which just added to the turnover problem. Is that correct?

Stephanie: Yes. Yes. I think it’s the right way to say it. I did attract w to be famous. I want to be a star people who basically didn’t care about the job. And then now it’s pictured like oh it’s very easy you know you just got to wipe the table. No, you can’t. You actually have to iron the sheets on the bit so it’s nice and clean. You know, if somebody wants a truffle cheese sandwich at 1:00 in the morning, you have to go and wake up the chef.

Ben W: Right. Gotcha.

Stephanie: so it’s all about that.

Ben W: Okay.

Stephanie: Yes. And your sandwich has to look like exactly the same as if you were serving it at four o’clock in the in the afternoon. So with all the little decoration and everything product, you know, clients expect the best. They pay a lot of money, so they are expecting the best.

What Separates a Good Client from a Great Client

Ben W: Yeah. Absolutely. Absolutely. Okay. What separates a good client from a great client when you’re when you’re hiring?

Stephanie: A good a great I’m going to start with the best. A great client is someone who listens to you, who replies to your messages, pick up the phone when you call, give you a productive feedback, not just, oh no, I don’t like this client. that is for me that is not good enough because I don’t know why I need to know why they don’t like the candidate so I can remodify and restructure my my search and then a a great client will also you know like we have agreements to sign we have fees they understand the fees they they know what the fees are for so the fees are paid on time because they also understand that I work for the fee unfortunately I don’t work for free and and a good client is nearly the same as a great client, but they’re not as responsive. They’re not as thorough in their feedback. They they’re going to change the brief, although that’s, you know, that’s okay. If we need to, that’s always fine. But for me, the the most important for from a client is to get feedback, is to get replies. because otherwise, I can’t I can’t really keep going. I don’t know where to stand. Like I don’t want to go blindly and then I make a mistake and nobody will be happy.

Ben W: I see. I see. And Stephanie, are you dealing with PAs of principles or principles directly or just captains? Who do you usually deal with?

Stephanie: I think it’s 50/50. Quite a few PAs. sometimes we get the climb directly or the owner of the boat. We also get the captain. but I’d say more PAS are more representative than the client themselves.

Working with Difficult Clients and Setting Boundaries

Ben W: I see. I see. And just going back to a a good client from a a great client just and I guess a poor quality client would be the opposite of all those good traits you just mentioned and like they would be vague, they would be slow, they would be changing briefs and all of this, right? Gotcha.

Stephanie: Yes. Yes. Yes.

Ben W: Gotcha. Is that quite common?

Stephanie: It does happen. I think they don’t understand what we need. So from the beginning, you know, it could be a misunderstanding from the beginning. those are the the those are the tools that you learn to use properly as you go with the job. So you have to be very clear from the beginning and also install boundaries but you need their feedback. If you don’t get their feedback then it’s very hard to work because you don’t understand you need to understand their needs. You work for them. So please you know give me as much information as you can.

Ben W: Yeah.

Stephanie: You give me too much information that’s okay. I’ll I’ll filter I’ll go through but I need and then as well if we don’t have feedback candidates are actively looking for work. So they might find another offer and then and that yeah and that is kind of like Yep. I told you but you can’t say that. So you know I always I try I try to keep it light with my clients like I don’t want to give I don’t want to pressure them because it’s it’s that’s first I think it’s not nice and then we’re not going to get anywhere. I just want them to understand that I need them to keep working. I’m I’m giving them a service, but if they don’t tell me what they need, then my service is not going to be great.

Ben W: Gotcha. You need to keep them on board, I guess.

Stephanie: Exactly. Yes. Yes. I need to keep them and and yes, I understand sometimes that if the search takes long because they want a very specific profile, then they kind of lose interest. but then it is my role to keep them on track or keep them on their toes. We could say saying you know like having checking in regularly and say this is what I did this week but there’s no I’m not going to introduce you to any candidates here. I was not happy. but I’ve got this on the line. So keep them you know keep them there.

Ben W: Ah, interesting. Yeah, just keep them in the loop and keep them Yeah. updated.

Stephanie: Exactly. Yeah. I see. And I I guess as well just going back to like responsive clients when when you get a responsive client it helps a lot because I I’m assuming the best stewardesses, but whatever they won’t be sh they won’t be short of job offers either and they’ll be moving fast as well.

Common Challenges Clients Face When Hiring Household Staff

Ben W: And that is the I can’t really pressure the clients because I got this very good profile, but they also if they’re looking for jobs, they will take, you know, the best offer. and also it says a lot like if I put myself in the shoes of a candidate and that client although they have my profile but they’re not responding I’m like okay they’re not interested that’s fine I move on you know like well maybe I don’t want to work somebody like that who’s just kind of all over the show and then it’s it’s my role to be in the middle and keep everybody interested and get you know everyone on the same vote

Ben W: And good one. What’s one common challenge clients face when hiring household staff?

Stephanie: time timing timing I’d say timing and may maybe salaries that could be another one as well because sometimes people think they offer a very good salary but if you want someone who has 20 years experience is going to be different paying someone who has five years experience. Yes. And then time like if the client comes to me and say I needed somebody yesterday, I already know that is going to be complicated.

Ben W: Yeah, diplomatically phrased, right?

Stephanie: Yes. Yes. Or or someone who tells me I’m very busy. I didn’t have the time to look. Okay. That is going to be complicated as well. So then I take my joker card and say okay let’s let’s try this.

The Joker Card: Nudging Clients Toward the Right Candidate

Ben W: Uh, tell me more about the Joker card.

Stephanie: then the jocker card is you you know this is a profile a profile not to be missed and everything I think everything is in the wording as well when so I have let’s say I like to offer my clients three choice three to four choices to start with and then sometimes one one will go through you know they will move on with one sometimes none of them will move and I’m like okay then we need to redo the brief because I will not also present the same profiles three times four times the same person that’s useless you know like all my profiles have something different that they can bring to the client so sometimes the client will be oh yeah actually that would be that’s a good one you know like or this person can do yoga I want to do some yoga maybe we can do a little bit of yoga I like you can try that’s you know yes so and if they don’t reply I was like you know what that would be nice you know give that person a chance like have a chat have take half an hour of your time and have a chat with that person I think they’re really good and then this is me to gently nudge the client towards the having at least a video call with the candidate

Ben W: Yeah, I see. And it was interesting when you said you present three or four candidates and I guess all of them will have what was required and then the differentiator would be some other skill set, some other plus and you just mentioned yoga. I guess some could be like, I don’t know, worked in a Michelin kitchen in 2020 or whatever. And there’ be like little pluses that the candidate that the client might be interested that might tip the edge, so to speak.

When a Client Wants a Very Specific Chef Profile

Stephanie: Yes. Yes. Like the client needs to identify themsel to something like when you were speaking about earlier about the Michelin star restaurant. I have this client who named a few restaurant that he wanted his candidate to have worked in. and then so I have tried a candidate who didn’t have the same restaurants not those names anywhere but like some equally good premises. and that didn’t work because the candidate can could not identify themselves to the place. I think they know that place very well and they’ve loved it but they couldn’t relate to the other place because they had no idea. Maybe they went to check on internet and it’s like no I still prefer my place like we all have our favorite favorite restaurants.

Ben W: Yeah. So you let me check I understood correctly. You had a a client and they said to you that I would like to have I would like a candidate who has worked in XY Z restaurants. That’s quite a tall brief, isn’t it? That’s quite a difficult one. Yeah. Did you find the the the person who had worked in those restaurants.

Stephanie: It does. Yeah. Yes. yes, I have. It is actually you know people work to some in places. So there must have been a chef somewhere who has worked in this in at least one or two of those restaurants or who has done a like an apprenticeship for one week of what they call them stage. It’s like a short period where they work intensively and learn the methods and the cooking style of the place. and he was looking for that. And I did have a few candidates who have worked in those places, but he he was focused on one profile, just that one, and that’s the one he couldn’t have.

Ben W: Oh, gotcha.

Stephanie: So, yeah. so I’m still working on this file, but yes, and I’m thinking he does want the best. He’s ready to pay an enormous amount of money for the best chef. He wants the unique profile out there, but that person is already committed to somebody else, although they have applied.

Ben W: Mhm.

Stephanie: So, we’re trying to work something out. And we’ll see it.

Ben W: Oh, the chef has already applied. But

Stephanie: They have applied. They have they have they had a video call. Everything went well, but the chef is already committed to some some other family and they’re not sure they want to leave the family.

Ben W: oh

Stephanie: So, we’re trying to work something out maybe for the summer. It’s kind of complicated, but I think this is what I have to expect with these clients.

Ben W: in wow yeah I guess It it makes the job more interesting for yourself when you get challenges like this.

Stephanie: That that is a tough challenge. This one is this one. But otherwise, yes. You know, like it when you get something interesting like, oh, I actually have to kind of scratch my head. Where am I going to get that person? and it takes me you know it takes me two three days before I’m like oh this is this is where I should target this kind of profiles not on LinkedIn not there my network would be useless maybe somebody knows somebody so I have to reach out to those people so you got

Ben W: Is that what you did for for this role?

Stephanie: not not not for this role because he came to me which is I’m very grateful but for another role I have a complicated one I had to reach out to some association all over the world to see like do you know some oh hi first of all you have to introduce yourself very nicely and then do you know somebody by any chance

How Principals Can Build and Maintain Strong, Loyal Teams

Ben W: Wow. Wow. And actually I’ll move on to the next question because we’re running out of of time. This is the the last question. And how can principles better maintain strong loyal teams?

Stephanie: okay organization that is the structure structure, foundation and structure. People like to know for work where they going to. Even though you know there can be some some changes or like if it’s traveling position, yes, you understand, but you want to know what time is the flight. you want to know what to pack. If you let’s say if you’re traveling PA and you have to pack your principal’s luggage, you want to know the destination. So you know as a basic structure a basing foundation and communication clear communication those with those then everything’s fine but clear communication structure foundation

Ben W: Yeah. Just keeping everything uh Yeah. structured, organized. Exactly. Everybody knows the the roles, the task, the expectations,

Stephanie: exactly exactly Yes. keeping things ship shape and whatnot. Yeah. Super. Right, then there’s no more questions for me.

Final Thoughts and How to Get in Touch

Ben W: Well, there is one last question. Is there anything that you would like clients to know that I haven’t covered?

Stephanie: no. Please be nice to us. We’re only doing our job. Don’t get mad. Yes, I know. Sometime it doesn’t work their way. And and I’m frustrated too when it doesn’t work their way. You know, I take the frustration too because that means either I’ve done something wrong or something went wrong on the way. But this is what it is and we have to work around this. So, let’s let’s let’s work together. Not against each other, but work together.

Ben W: Absolutely super.

Stephanie: Excellent. Well, thank you very much, Stephanie. It’s been a very pleasure, a very enjoyable call. I do appreciate you taking the time. And for the clients listening or anybody listening to the to this Morgan and Mallet podcast, if you’ve got any questions, just reach out to Morgan and Mallet. You can find the site at householdstaff.agency. And if you are a candidate looking for a job, just go to householdstaff.agency/job. And if you’ve got a client, if you are a client and you are considering hiring somebody, you need a new butler, a housekeeper, chauffeur or stewardess, then get in contact. Even if you don’t know the salaries, if you’ve got any questions, just jump on the site and get in contact and we can help you.

Ben W: Definitely. Thank you very much for having me today. It’s been a pleasure speaking with you, Ben.

Stephanie: Thank you very much as well, Stephanie. Just one last thing. I’m going to cut this short because I do have more questions here. but I’ve got a call with Laurine in exactly 5 minutes. So, if it’s okay with you, I’d like to send you another link to book another time probably next week and we can just finish off. I think it’ll be far shorter, just 30 minutes. Would that be all right?

Ben W: Of course. Of course. No problem at all. It’s been fun. I loved it.

Stephanie: Excellent. Good. I’m glad you enjoyed it. Super. Well, massive thanks again, Stephanie. And have a super day in Greece and yeah, I’ll be in contact. All right.