The Dos
Represent US Staffing
professionally � always
professionally � always
Lead with clarity and purpose
State who you are, why you're writing, and what you need � in the first 2 lines. Candidates and clients won't read walls of text.
Subject: "Follow-up: RN � ICU Opening | US Staffing | [Candidate Name]"
Maintain a respectful, neutral tone � always
Even if a candidate is rude, unresponsive, or abusive � your reply must stay calm, factual, and professional. You represent US Staffing, not just yourself.
Proofread before hitting Send
Typos in salary figures, visa status, or job titles create legal and reputational risk. Read it once more � every single time.
A misspelled OPT/CPT can cost a placement and a client relationship.
Acknowledge, even if you can't respond fully yet
A one-liner � "Received your message, will revert by EOD" � prevents frustration and signals that you are on top of your pipeline.
Document and escalate when needed
If a candidate becomes threatening or abusive over email, save the thread � do not respond impulsively. Flag it to your manager immediately.
Protect candidate & client confidentiality
Never forward personal details, pay rates, or client names carelessly. Use BCC where discretion is required.
The Don'ts
What stays in writing
stays forever
stays forever
Never take the bait from an irate correspondent
If a candidate fires off an angry email, do not match their energy. Replying emotionally puts you � and our agency � in the wrong, regardless of the facts.
If you wouldn't say it in a client meeting, don't write it in an email.
No slang, informality, or sarcasm
Words like "FYI", "ASAP", "honestly", "just saying" or sarcastic remarks have no place in external emails. They undermine your authority and our agency's image.
Don't ghost � ever
Leaving candidates or clients without a reply for more than 24 hours during active engagement is unprofessional. It damages trust and your pipeline simultaneously.
Don't commit unconfirmed details in writing
Never email a rate, start date, or offer detail that hasn't been cleared by your manager or client. Written words create binding expectations.
Don't: "You'll start Monday at $45/hr." � unless it's 100% confirmed by the client.
Don't reply while angry � cool down first
If an email triggers a strong emotional response, step away for 10 minutes. Draft your reply, save it, read it again � then decide if it should be sent.
Don't share internal information externally
Internal margins, team names, ATS notes, or escalation language must never appear in external-facing emails. What's internal � stays internal.
Real Scenarios
Scenario 01 � Irate Candidate
Situation
Candidate emails: "You keep calling me with irrelevant jobs. Stop wasting my time. This is harassment!"
? Wrong Reply
"If you don't want to be contacted, maybe update your resume preferences. We're just doing our job."
Why it fails: Defensive, dismissive. Now a written record of US Staffing being rude.
? Right Reply
"Thank you for your feedback. I apologise if our outreach hasn't aligned with your preferences. I've updated your profile and you will only receive relevant opportunities going forward."
Why it works: Calm, accountable, closes the issue. Protects the agency's brand.
Scenario 02 � Unconfirmed Offer
Situation
You're excited about a submission. You email the candidate before the client has confirmed.
? Wrong
"Great news! You're starting Monday at $42/hr. Get ready!"
Why it fails: Unconfirmed promise. Candidate may quit current role. You're now liable.
? Right
"Your profile has been submitted and the client has shown interest. I'll revert with confirmed details once everything is finalised � expected by EOD tomorrow."
Why it works: Creates excitement without creating liability.
The 3-Second Rule
Before sending: Would I be comfortable if my CEO saw this?
If the answer is no or maybe � rewrite it.
If it's reactive to anger � save the draft, wait 10 minutes.