Staff SOP: How to Introduce Candidates Properly (and Protect Your Fees)

Audience: All consultants, team leaders, delivery staff
Applies to: Permanent, contract, temp introductions
Non-negotiable: No introduction happens without this process

1) Purpose (Why this exists)

This SOP exists to:

  • protect the agency’s fees
  • remove risk from individual decision-making
  • ensure every introduction is legally defensible
  • keep consultants focused on delivery, not disputes

Key rule:
👉 If the process isn’t followed, the introduction didn’t happen.

2) What counts as an “introduction”?

An introduction includes any of the following:

  • sending a CV (branded or unbranded)
  • sharing candidate details by email, ATS, portal, LinkedIn, WhatsApp, or verbally
  • arranging or suggesting interviews
  • referencing a candidate by name in relation to a live role

There are no exceptions (including “I know them”, “previous relationship”, “they asked for it”).

3) Pre-Introduction Checklist (Must be completed every time)

Before sending anything candidate-related, confirm:

  • Client record exists in CRM
  • Client contact details are correct
  • Terms & Conditions are:
    • already agreed OR
    • being sent automatically as part of the intro
  • Candidate consent is confirmed
  • CV is branded with the agency template

If any box is not ticked → STOP and fix it.

4) Terms: How they must be handled (no discretion)

  1. A) First-ever introduction to a client

You must:

  • send Terms & Conditions before or with the first candidate
  • ensure the email or system log shows:
    • date sent
    • recipient
    • attachment or link

Never:

  • send a candidate “to get interest first”
  • promise to “sort terms later”
  • assume prior relationships override this step
  1. B) Existing client
  • confirm terms are on file
  • confirm they cover:
    • the role type
    • the hiring entity
    • the territory (where relevant)
  • if unsure → resend terms (this is safe and expected)

5) CV & Candidate Presentation Rules

Every CV sent must:

  • be agency-branded
  • include a footer or header disclaimer stating:

“This candidate is introduced subject to [Agency Name] Terms & Conditions.”

Where possible:

  • include a hyperlink to the terms
  • include your standard introduction email template

Never:

  • forward an original CV without branding
  • paste candidate details into an email without the disclaimer
  • send via WhatsApp/LinkedIn without a logged follow-up email

6) Approved Introduction Email (Use This or Don’t Send)

Subject: Candidate Introduction – [Candidate Name] – [Role]

Body:

Hi [Client Name],

As discussed, I’m pleased to introduce [Candidate Name] for the [Role] position.

This introduction is made subject to our Terms & Conditions, which are attached / available here: [link].

Please confirm receipt and whether you’d like to proceed with interview.

Kind regards,
[Your Name]

📌 This email must be sent via CRM or logged immediately.

7) Evidence Building (Do this automatically)

You must log the following in CRM:

  • date/time of introduction
  • how it was sent (email, portal, etc.)
  • confirmation or response from client
  • interview scheduling messages
  • offer discussions
  • start date confirmation

Golden rule:
If it’s not logged, it didn’t happen.

8) Common “No Excuse” Scenarios (Still follow the SOP)

❌ “I knew them from my last job”
❌ “They wouldn’t have looked at the candidate if I sent terms”
❌ “They already had the CV”
❌ “It was just a quick intro”
❌ “TA reached out directly after”

✅ The process still applies.

9) What to do if something goes wrong

If you realise:

  • terms weren’t sent
  • CV went unbranded
  • evidence is missing
Do this immediately:
  1. Tell your manager
  2. Log what did happen (honestly)
  3. Send a follow-up email restating:
    • the introduction
    • the applicable terms
  4. Do not try to “fix it quietly”

Early correction > expensive dispute.

10) Manager Responsibilities

Managers must:

  • spot-check introductions weekly
  • enforce CRM discipline
  • challenge any “off-process” behaviour
  • support consultants who follow the SOP (even if a deal is lost short-term)

11) Cultural Rule (Read this twice)

Protecting the business is not being difficult.
It is how we:

  • get paid
  • scale safely
  • avoid disputes
  • increase long-term earnings for everyone

If a client refuses to engage because terms are sent:
👉 that is commercial risk avoided, not a deal lost.

12) Final Line (Non-Negotiable)

No terms. No evidence. No introduction.