Why the way we treat candidates at the very first touchpoint matters more than most people think
By Rex, Recruiter, Zenex Partners
A big part of my role at Zenex is the first conversation. The initial outreach. The screening call. The moment a candidate first interacts with our team before anything else happens.
Candidate experience is a phrase that gets used a lot in recruiting, and most of the focus lands on later stages like interviews and offers. But I’ve come to believe that the very first touchpoint, that initial outreach moment, is where candidate experience really begins. And it shapes everything that follows.
The first conversation sets the tone for everything
When a candidate responds to my outreach or picks up the phone for a screening call, they’re not just evaluating the job. They’re evaluating us. They’re forming an opinion about what it might be like to work with our team, what kind of company we represent, and whether this is going to feel like another standard recruiter call or something genuinely different.
Research backs this up. An IBM Smarter Workforce Institute study of more than 7,000 job applicants across 45 countries found that candidates who had a positive experience during the hiring process were more than twice as likely to recommend the organization to others, and significantly more likely to become customers themselves. That’s a powerful reminder that the way someone is treated during recruitment reaches far beyond the hire itself.
What makes candidates feel valued at this stage
Honestly, most of it isn’t complicated. It comes down to showing up like the person on the other end of the line actually matters.
I take a few minutes to look at their background before I call. Not just to confirm they match the role on paper, but to understand what they’ve been doing, what they care about, and what they might be looking for next. When someone can tell you’ve actually read their resume instead of skimming for keywords, the entire tone of the conversation shifts.
I ask real questions. Not just the standard availability and salary check. I ask what they enjoyed about their last role. What they didn’t. What kind of environment helps them thrive. Sometimes those answers point me toward a completely different opportunity than the one I originally had in mind, and that’s a good thing.
I’m honest. If the role isn’t the right fit, I say so. If I think something else we’re working on would suit them better, I mention it. If I don’t know the answer to something, I admit it and promise to find out. That kind of transparency builds trust fast, and it’s the foundation of any good recruiting relationship.
Why this matters, especially in healthcare recruiting
Most of my work at Zenex is in healthcare recruiting, and the people I speak to often carry a lot. Long shifts. Patient loads. The weight of caring for others in their day-to-day work. When I call them, I’m not just reaching out about a job. I’m interrupting whatever is already on their plate.
So I try to make sure that when they give me a few minutes of their time, they walk away feeling like it was worth it. Whether the role we’re discussing ends up being the right one or not. Whether they decide to move forward or stay put. I want every conversation to be respectful, thoughtful, and worth having.
What this builds over time
When candidates feel valued at the first conversation, something really good happens. They open up. They share things that help me match them with the right role. They come back for future opportunities even when the first one wasn’t the right fit. They refer the people around them.
This is the approach our whole team at Zenex takes, and it’s part of why more than 90% of our business comes from referrals. People remember how they were treated, especially in the smallest moments at the very beginning. (You can read more about our philosophy in Neha Verma’s piece on hiring with heart.)
What I’d say to anyone doing this kind of work
If you do initial outreach or screening as part of your work, whether you’re in recruiting or sales or any role where you’re often the first voice someone hears from a company, I’d encourage you to treat that moment with real care. Not because it’s a best practice. Because it’s someone’s first impression of everything that comes next.
A few minutes of genuine attention can change the entire trajectory of a conversation. I’ve seen it happen over and over again. It’s become one of my favourite parts of this job.
Written By
Rex Ansaldo
Rex is a healthcare recruiter at Zenex Partners with a gift for finding great people and making them feel valued from the first hello. With nearly six years of experience in sourcing and recruiting, he's known on the team for his sharp instincts, his warm personality, and the way he turns even a quick screening call into a real conversation.