Building trust with clients isn’t rocket science—it’s all about clear communication and consistent updates. When clients know what to expect from the beginning and receive frequent updates along the way I can guarantee that you will have a much easier close process AND develop a longterm client relationship.

I am a massive believer in keeping my clients in the loop (even if the feedback is as negative as it comes) because if they understand your processes, if they understand how much work you’ve actually done, they will be happier with the outcome (good or bad).

I once had a client pay me for an unsuccessful search as they recognised how much work went into it.

Step 1: Explain Your Recruitment Process

Lay the groundwork with a clear roadmap. Show your clients exactly how you work.

• Keep It Simple: Ditch the jargon. Break it down into steps like role briefing, sourcing, shortlisting, and placement.
• Set Expectations Early: Be honest about timelines, challenges, and market realities – if you are currently loaded with briefs, TELL THEM. Even if it takes you longer, they will appreciate knowing where they stand. If they are asking for a Purple Unicorn with a solid gold horns & neck tattoos, tell them! You’ll still hunt for it, but they will be more likely to relax what they are asking for if you don’t find it.
• Use Visuals: A quick graphic, checklist, spreadsheet or however you track your work can help make your process crystal clear.

Pro Tip: Clarity of process & setting realistic expectations on timelines & outcomes will be your absolute bestie here.

Step 2: Keep Clients in the Loop

Regular updates build trust and show you’re in control.

• Schedule Check-ins (for yourself if not the client): Weekly or bi-weekly updates via email or calls – ask your client what they want – this massively helps with creating a feedback loop they will respect.
• Be Transparent About Challenges: If you’ve make 50 headhunt calls & no one has been interested, you need to tell them. If a candidate backs out or the market shifts, let them know. If you are hearing negative feedback about their company in the market, this is a fabulous opportunity to get more information that you can go out there & use as PR. PLUS they will be grateful as they may not have known about external company perception.
• Celebrate Wins: Hit a milestone? Found a top candidate? Share the good news—and their role in achieving it.

Pro Tip: Too many recruiters are nervous to give their clients negative feedback but it is VITAL to closing the placement at the end of the process. Trust is often build through honesty & adversity – not just successful placements.

Step 3: Handle Outcomes Like a Pro

Whether the news is good or bad, keep your clients informed.

• Positive News: Frame wins as a team effort.
• Negative News: Don’t sugarcoat. Explain what happened and how you’re solving it.

Example: A candidate once declined an offer. I walked my client through the feedback, recalibrated the package, and secured another great candidate. Transparency wins.

Tools to Stay on Top

• CRM Systems: Use tools like Bullhorn or JobAdder to share real-time updates.
• Shared Dashboards: Keep clients in the loop with live tracking – if this is something your company can do or the client is interested in..
• Concise Reports: Weekly summaries keep everything on record.

Clear communication and regular updates turn clients into partners. Explain your process, stay transparent, and keep them informed every step of the way. It’s how you build trust, manage expectations, and stand out in the recruitment game.