Building Trust with Candidates Throughout Recruitment

United Airlines has been my airline of choice since they merged with Continental, and it's one of the few brands that has my absolutely loyalty as a customer. And currently, they are having success with "oversharing" around their delays - and it's working with greater customer satisfaction since implementing this strategy. This is something I've noticed in recent months. Looking at my texts, I can see where they let me know that we'd be delayed due to limits on the number of flights allowed to land due to construction at SFO. Another was a technical issue, with regular updates on their efforts to find a new plane. Most travelers know that delays are part of the game, and often outside of the control of airlines. I don't think most of us are unreasonable when faced with delays. The issue is often the lack of information - not knowing why the delay exists, what's being done about it, and estimates on when the issue will be resolved. Recruiting professionals out there, take note because we can learn something from this when it comes to candidate experience. Transparency builds trust, and it leads to a better experience for everyone involved. 1. Embrace the "no update update" Sometimes, just being told you need a bit more time to review an application or have scheduled all of the interviews needed can alleviate a lot of anxiety vs someone applying and sitting in an applicant pool for weeks or months on end! At Zapier, we try to communicate every 7 days...we may miss the mark sometimes, but our hope is that candidates are never wondering where they stand. 2. Share "the why" Airlines have always let us know when there's a delay - that's not new. But sharing the "why" behind it is. That can feel scary, especially if the news is something like, "we've extended an offer, but think you're amazing and if it doesn't pan out, we'd love to hire you". But candidates ultimately appreciate it, AND it shows them they can trust what your company tells them. Offering feedback after interviews is another way to do this and leave people feeling a less confused around rejections. 3. Tell people what to expect Let candidates know who they are interviewing with. Let them know what topics will be discussed. Tell them how you plan to set their compensation. The more information you can provide candidates, the better the experience will be for everyone. If any of these seem hard, there are tons of tools out there that can help. candidate.fyi creates a candidate hub making it easy to share this info directly with candidates (and empower candidates in a variety of other ways). Crosschq provides an arsenal of data, and one of my favorites is color-coding candidates so you can see when a candidate needs communication. And most decent ATSs will help you automate those "no update updates". It doesn't take significantly more effort to create a significantly better candidate experience - just lean into transparency!

Recruiting isn't about closing fast. It's about staying close. But here's the challenge: How do you follow up long-term without annoying the candidate? How do you stay on their radar… without feeling like a telemarketer? You ask for permission, and you earn the right to stay in the conversation. Here's a simple 3-part framework I teach leaders to use: 1. Acknowledge the timing "I totally get that now may not be the right time to make a move." When you acknowledge their current reality, you build trust. 2. Ask for alignment "Would it be okay if I stayed in touch over the next few months, just to keep the conversation open?" This shifts follow-up from "nagging" to agreed-upon access. 3. Set the tone for future value "I'll make sure anything I send your way is relevant to where you're headed, not just where you are today." Now you're not a recruiter. You're a future-focused partner. Bonus tip: Keep it human and low-pressure. Text updates. Quick voice notes. A win your team just had. A leadership thought that made you think of them. The goal isn't to sell. It's to stay worth replying to. Because the best candidates aren't always ready on the first call. But they do remember who stayed connected the right way. Play the long game, with permission, not persistence.

Let’s talk about hiring and how we treat people in the process. There’s a lot going on in the world right now. For many, the job search only adds more stress and uncertainty. I’ve been thinking about how we can show up for our communities, and in my own work, that means prioritizing how we support candidates. In the progressive movement, we talk a lot about liberation, equity, and justice. But those values don’t always show up where they should (in our hiring practices). Whether we’re building campaigns, nonprofits, or foundations, *how* we hire is just as important as *who* we hire. The process is wicked important. It’s a window into how we operate, how we value people, and how seriously we take our commitments to equity. Here’s what it looks like to treat candidates well in the hiring process, especially in movement-aligned spaces: 1. Transparency & Respect ➡️ Post the salary every time. It’s not radical anymore, it’s baseline. ➡️ Share your timeline and stick to it. If things shift, update candidates about that shift. ➡️ Respond to everyone who applies or interviews. Even if it’s a no, it matters. ➡️ Share interview questions with your candidates ahead of time. This helps them prep and show up as their best selves to the call. 2. Remove Barriers ➡️ Ditch the cover letter and use clear application questions. Or, just ask for a resume and send a short written questionnaire as the first step in the process. ➡️ Again, be upfront about salary and benefits. It saves everyone time and builds trust. ➡️ Be mindful of time. Many strong candidates simply can’t afford to spend 10+ hours on interviews. Keep the process streamlined, focused, and as efficient as possible. ➡️ Compensate finalists for exercises. It shows you value people’s time and helps dismantle unpaid labor culture. 3. Consistent Process & Reduced Bias ➡️ Standardize your interviews. Same questions, same format = less bias, more fairness. ➡️ Use blind grading when appropriate. I like doing this especially for written exercises. A clear rubric helps us focus on key competencies.  ➡️ Make it collaborative. Final stages should include buy-in from both leadership and peers or direct reports the hire will work closely with. 4. The Candidate Experience Is Movement Work ➡️ Share your mission, values, and team vibe throughout the process. Candidates want to know what they’re stepping into. ➡️ For interviews, give candidates a heads-up on who they’ll meet and what to expect. When we treat candidates with dignity and transparency, we build stronger teams and stronger movements. We’re not perfect, and we don’t expect anyone else to be either, but we love partnering with clients who are willing to do the work to get better together. 🔍🔍 What would you add? What have you seen that works (or doesn’t) in progressive hiring? Drop your thoughts below. #EquityInHiring #NonprofitJobs #DEI #WorkplaceCulture #CandidateExperience #HiringEquity #PayTransparency 

A smooth and thoughtful hiring process has far-reaching impact. But every once in a while, you come across a hiring manager who takes it to the next level. Not by doing anything flashy, but by mastering the fundamentals. Recently, I had the pleasure of working with a hiring manager who knocked it out of the park with candidate experience. The client had originally been trying to fill a role on their own. They were looking for someone with in-house experience in pharma or biotech, with experience working with cross-functional teams. From our very first kickoff call, it was clear this wasn’t going to be a typical search. The hiring manager came in prepared and focused. We aligned on the ideal candidate profile, compensation expectations, and interview logistics. We even discussed external factors that might slow things down, like summer vacations or competing priorities, and planned around them. Within just a week, we had strong candidates in play. But what made this process stand out wasn’t speed. It was intentionality. The manager designed a process that made each candidate feel seen and respected. It started with a 45-minute video screen (with a human, no AI here), followed by a series of 1:1 interviews with key stakeholders from both within and outside the department. Each panelist was briefed on the candidate’s background and assigned a different focus area to explore so interviews didn’t feel repetitive, and candidates weren’t asked the same questions by each person. Sadly, this approach is the exception vs. the norm in most interview processes. Hiring managers, take note! Before each round, candidates received a short, personalized briefing: who they were meeting with, what the conversations might focus on, and what to expect next. It sounds simple, but this small step made a big difference. It gave candidates the confidence to show up prepared and the space to have real, productive conversations, not just rehearsed polished talking points. The manager also prioritized closing the loop quickly. Candidates received timely updates and, when possible, constructive feedback. It wasn’t just courteous. It reinforced the company’s brand as a thoughtful and organized employer. Every touchpoint was handled with care. The result? Candidates walked away feeling like they were being recruited, not processed. Multiple people told me it was one of the best interview experiences they’d ever had. And it didn’t require bells and whistles. Just preparation, consistency, and a little bit of empathy. So often we overcomplicate hiring. But this process was a reminder that when you get the basics right—clarity, communication, respect, you don’t just make better hires. You build trust, elevate your brand, and turn candidates into advocates, whether they get the job or not. It’s not rocket science. But it is rare. And it’s something every team can aspire to. #interviewprocess #hiring #feedback