Navigating Client Silence and Preserving Candidate Trust in Digital Healthcare

Challenge

We were engaged by a fast-growing digital healthcare company to lead the search for a Business Development Director in North America. The role was essential to their long-term commercial strategy and required a candidate who could bridge the gap between innovative digital health solutions and complex healthcare delivery systems. The ideal person would have deep experience selling into hospital networks and health systems, a solid understanding of regulatory and reimbursement models in digital health, and the ability to thrive in a high-growth and evolving environment.

From the beginning, the client communicated that the role was a top priority. They were eager to hire and emphasized their desire to move quickly through the process. Based on this guidance, we immediately accelerated our approach. Within a short period we had surfaced and engaged an excellent candidate who met all of the criteria. The candidate had strong commercial credentials in digital health, a compelling story of driving new partnerships and sales in similar contexts, and was personally excited about the mission of the company.

The client responded with enthusiasm. They quickly scheduled a series of interviews and expressed high interest in the candidate. Over the course of a single week, the candidate completed multiple rounds of interviews, including several meetings with key stakeholders. Feedback was uniformly positive. Both parties were aligned on next steps, and there was a shared sense that the process was heading toward a successful close.

However, just as the candidate was preparing for the final meeting and expecting an offer, the process stalled. The client’s communication slowed and then stopped entirely. There was no explanation, no update, and no acknowledgment of the change in momentum. Despite repeated efforts on our part to get clarity, we were told that internal priorities had shifted and that leadership was unavailable for a few weeks. Meanwhile, the candidate, who had rearranged their work and personal schedule to accommodate the accelerated timeline, was left in limbo.

Naturally, the candidate began to feel frustrated and disappointed. They had shown real interest and had gone above and beyond to engage in good faith. The silence from the client reflected poorly on their professionalism and organizational culture. At one point, the candidate began to consider withdrawing entirely, citing concerns about how seriously the company treated people and processes.

Then, almost two months later, the client re-engaged. Their message was abrupt but clear: they were once again ready to move forward with the candidate and wanted to resume the process quickly. It was as though the previous silence had not occurred. While they still saw the candidate as a top choice, they underestimated the damage that the delay had done to the candidate’s perception of the company.

Solution

We immediately stepped in to manage the situation and rebuild trust. Our first priority was to speak candidly with the client. We explained the impact their silence had had, not just on the candidate’s interest but on their view of the company’s reliability. We encouraged them to take ownership of the communication gap, provide a meaningful update to the candidate, and approach the remainder of the process with empathy and transparency.

At the same time, we worked closely with the candidate. We acknowledged their concerns and validated their experience. We shared what we had learned about the internal reasons for the delay, explained how the company had re-prioritized the role, and emphasized that their interest in the candidate had remained consistent, even if their actions had not reflected that clearly. Because we had maintained regular contact and built strong rapport throughout the quiet period, we were able to keep the door open for renewed dialogue.

With both parties aligned on the need to move forward in good faith, we helped re-structure the final stage of the process. We ensured the client followed through quickly and professionally, including organizing a final executive interview and prompt debrief sessions. We also advised the client to revisit how they communicated around decision-making timelines, especially with high-level candidates who were actively managing other responsibilities and competing opportunities.

Outcome

Despite the rocky process, the candidate agreed to re-engage and ultimately accepted the offer. Today, they are leading key partnership initiatives across North America. The company, in turn, has become more mindful of how their internal processes and communication rhythms impact external perception.

This case illustrates a recurring challenge in recruitment, especially for growth-stage companies. Clients often move at inconsistent speeds and underestimate the importance of continuity in candidate engagement. Our role is not just to identify and present talent but to serve as a stabilizing force throughout the process. In this case, it was our hands-on relationship management, proactive communication, and credibility with the candidate that kept the opportunity alive. When organizations lose momentum, we step in to preserve the integrity of the process and deliver results that would otherwise be at risk.