When Lisa first started her recruitment agency, specialising in the healthcare industry, she thought her main challenge would be finding qualified candidates. But as her business grew, she quickly realised there was another hurdle—trust. Both her clients and candidates needed to believe in her ability to connect the right people to the right roles. It wasn’t just about filling vacancies; it was about building relationships that lasted.
Lisa found herself constantly battling the same questions from clients and candidates: “How do I know you’ll find the right match?” and “Can I trust that this is the best opportunity for me?” She knew that if she wanted her business to thrive, she had to find a way to not only answer those questions but to establish trust through transparent communication.
The Turning Point: Recognising the Importance of Transparency
One day, after a particularly frustrating conversation with a client who had questioned her agency’s process, Lisa sat down to reflect. She realised something crucial—her clients and candidates weren’t doubting her skills; they were looking for reassurance. They needed to feel involved in the process. She’d been so focused on delivering results that she hadn’t been clear about how she worked behind the scenes.
From that moment, Lisa decided that her agency would operate with complete transparency. She believed that if her clients and candidates could see the hard work and dedication that went into every placement, it would foster trust. And so, she started to communicate openly about every stage of the recruitment process.
Transparency in Action: Involving Clients and Candidates
Lisa’s first step was to let her clients know exactly what was happening at every stage of their recruitment journey. She created simple, easy-to-understand reports that outlined each step of the process. Instead of hiding behind jargon, she used clear and concrete language to explain what she was doing. For example, instead of saying, “We are leveraging multiple recruitment channels,” she would say, “We’re advertising your role on X platforms and reaching out to qualified candidates directly.”
By explaining her actions in a straightforward manner, Lisa’s clients began to feel more connected to the process. They appreciated the insight into how candidates were being sourced and vetted, and it wasn’t long before they started to trust her more. They felt they had earned their place in the process, and Lisa’s transparency made them more likely to stay loyal to her agency.
The same principle applied to the candidates she worked with. She realised that, for many of them, the recruitment process could feel opaque and even intimidating. Lisa started offering candidates feedback at every step of the application process, sharing why they were being considered or what might improve their chances in the future. This honest communication helped build a sense of partnership with candidates, making them feel more secure and valued.
When Transparency Earns Trust
As Lisa began embedding transparency into her daily operations, the impact on her business was remarkable. Clients felt more confident in her services and started recommending her agency to others. Candidates, feeling that they could trust Lisa’s guidance, began referring their friends and colleagues. The word-of-mouth growth was something Lisa hadn’t expected, but it made sense. People were more likely to talk about an experience when they felt truly involved and understood.
But it wasn’t just about giving updates or explaining processes. Lisa knew that she needed to be open when things didn’t go to plan as well. There were times when placements fell through or candidates didn’t work out, and in those moments, instead of deflecting blame or hiding behind excuses, Lisa was upfront. She let her clients know what had happened, what she had learned, and how she planned to resolve the issue.
This approach was powerful. Instead of damaging relationships, these open conversations actually strengthened them. Clients appreciated her honesty, and many even told her that this level of transparency was why they continued to work with her.
The Secret Value of Transparent Communication
What Lisa didn’t expect was how much easier her own job became when she adopted this transparent approach. She no longer had to manage expectations in the dark. Her clients and candidates were on the same page as her, and it allowed her to work more efficiently. There were fewer misunderstandings, fewer follow-up calls to clarify details, and a lot less stress for everyone involved.
The real value of transparency, Lisa realised, was not just in building trust but in creating a more streamlined, effective business. When her clients trusted her, they became more willing to accept her recommendations, which led to faster placements and happier candidates.
Why Transparency Should Be at the Core of Every Business
Lisa’s experience with transparent communication offers a valuable lesson for any small business owner: trust doesn’t just happen, it’s earned through openness. Whether you’re in recruitment, retail, or any other sector, customers want to feel involved and informed. They want to know why you’re doing what you’re doing, and they want to feel secure in the choices they make with you.
By adopting a transparent communication strategy, Lisa didn’t just grow her client base; she built lasting relationships. Her clients came to her not just because she could find good candidates, but because they trusted her to guide them through the process honestly and openly.
Ready to Build Trust with Your Customers?
If Lisa’s story resonates with you and you’re looking for ways to grow your business by building trust through transparent communication, it’s time to take the next step. Mark A Preston, THE Customer Growth Coach & Speaker, can help you implement strategies that make transparency a core part of your customer growth journey. Reach out to Mark today and start building the kind of trust that will help your business thrive.
