Trust is a crucial foundation for long-lasting client/recruiter relationships; recruitment agencies that are considered credible, deliver results, and maintain transparency can differentiate themselves in a competitive marketplace. This article will explore key strategies to build trust with both clients and candidates during the recruitment process, focusing on best practices and things to avoid.
1. Why trust matters
2. The Do’s: Best Practices
3. The Don’ts Things to avoid
4. How trust can be measured
Why trust matters
In the people focused industry of recruitment, trust is vital to help secure long-term partnerships, repeat business and referrals, and to build a strong reputation in the industry. When a client trusts you, they will be more likely to provide exclusivity on job openings, rely on you for quality candidates, and facilitate more potential business through positive word of mouth. Follow our do’s and don’ts below to help ensure that trust is at the foundation of your service.
The Do’s: Best Practices
1. Maintain clear communication
Clear and honest communication is essential in helping build trust with clients during the recruitment process – keeping everyone informed throughout helps to manage expectations around hiring timelines, and prevents any misunderstandings that might arise. Even if it is news that might be difficult for you to impart, try to remain honest and transparent, as this will ultimately build more trust and respect.
2. Understand client needs
A ‘one size fits all’ approach rarely works in recruitment, as clients will have differing needs according to the size of the company, company culture, the industry they operate in and specific hiring practices. The personalised approach will be more fruitful – taking the time to understand the specific requirements of your clients goes a long way in building trust.
3. Provide strong and insightful market insights
Staying informed and as up-to-date with industry changes, through regular training and market research, also helps to strengthen trust with your clients. If you offer them valuable insights into the industry, such as market trends, salary benchmarks and potential hiring challenges, you can position yourself as a trusted and knowledgeable adviser, rather than just another recruitment provider.
4. Be consistent and reliable
Clients will appreciate recruiters who follow through and deliver on agreed actions and promises, and provide timely updates throughout the process. Even a simple acknowledgement that you have received an email and will act on it at a later time can make a big difference, and you will set yourself apart as reliable and professional.
5. Handle candidates with professionalism
The way you handle candidates is also a reflection on your agency and something that clients will take notice of as well. Ensure a positive experience for the job seekers you work with through the same consistent and reliable communication you use with clients, and you will enhance your reputation in the industry as a trustworthy agency.
6. Follow up
After a candidate has been placed with a client, it’s good practice to check in with everyone after a few weeks to ensure there has been a smooth start for all involved, and to solve any potential issues. A timely follow up demonstrates commitment beyond the immediate transaction and can reinforce long term trust.
The Don’ts: Things to avoid
1. Overpromising
Making unrealistic promises or guarantees about how quickly you can find someone for the role, or the suitability of candidates is a risky idea; failing to deliver on these promises is an instant hit to your credibility. Instead be upfront and honest about any potential challenges you foresee during the process.
2. Ignoring follow ups
Under no circumstances should you ignore client requests for information throughout the recruitment process – this is certain to create frustration and distrust. Regular updates (even when there are no developments) reassure clients and make them feel their needs are being prioritised.
3. Prioritising speed over quality
Although a fast and timely service is always appreciated, rushing to fill positions with potentially unsuitable clients can lead to mismatched hires that do not work for either the client or the candidate. Even though it might take a little longer, a quality first approach is usually best to strengthen trust and credibility.
4. Not vetting candidates
Submitting candidates who have not been properly vetted and assessed for their suitability for the role is a waste of everyone’s time, and has the potential to be damaging to your reputation. Always perform due diligence during the vetting process to avoid this!
5. Providing poor candidate experience
Providing a poor candidate experience – such as lack of communication, or acting unprofessionally – has the potential to reflect badly on your agency and possibly on the client as well. It’s crucial to treat candidates right to avoid a negative effect on your credibility.
6. Being too sales-orientated
Aggressively pushing placements without considering the client’s best interests can make you seem too transactional and fixed on the ‘sale’; making the client the focus rather than the financial target will help reinforce trust.
How trust can be measured
How will you know that you are delivering a trustworthy and effective service? To find out, it’s a good idea to regularly check your key performance indicators such as:
- Client retention/repeat business rates – how many clients are staying with you and returning for additional placements?
- Referral rates – how many new clients have been referred to you from others?
- Client and candidate testimonials – feedback is crucial to help measure experiences and perceptions of the agency. It’s important to react to any negative feedback and to implement any changes as a result.
Conclusion
Building trust with your clients should not be a ‘one-off’ – it should be an ongoing commitment. By following the above tips, and regularly checking key performance indicators, you are sure to deliver an effective and standout recruitment service with trust at the absolute centre.
Unitemps is a recruitment agency, owned by the University of Warwick, located at universities across the UK. Contact us to learn about how our dedicated team supports candidates to find work and employers find talented staff who add value.
This article was written by Becky Marrow.
Last updated on 25 June 2025
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