Why email is still cool…

Today I want to talk about a small thing which is actually a really big thing for me (and you).   

It’s something that has the power to influence whether a client (or stakeholder) continues working with you or not. 

And we all know that bringing in a new client costs FAR more than continuing to work with an existing client.

Let’s dive in.

Have you ever got a text or a DM from a client and wondered, 

“How the f will I remember to deal with this issue tomorrow?  I’m never in my DMs while I’m at work” 

or 

“Another text left half-drafted. I basically have a PhD in leaving text messages on read”.

Here’s a naked truth: if a client or potential client contacts me via text, Whatsapp, DM… best of luck.  I legit feel anxious thinking about this right now because I’m just not able to keep track of all my incoming messages. 

But you know which messages I respond to every single day I work?

Emails.

Maybe that makes me old fashioned (I am 41 so… fair…).

Maybe that makes me inflexible.

Or a luddite.

I don’t know and frankly I don’t care. 

This is an example of a boundary which is good for me AND my clients. 

And you know what?  

Because I firmly hold this boundary, I don’t know the last time a client texted or DM’ed me regarding a legit work issue. 

Informal emojis and chit chat on IG are fine, but anything substantive is either brought up in a meeting or in an email.

Now, I’m not saying you have to be like me, but clarifying the communication channels you’ll utilize while working with your clients, stakeholders (and team) is crucial if you want to build a business where important stuff doesn’t fall through the cracks.

Because you and I both know what happens when important stuff falls through the cracks… clients leave.  I remember I had a boss who used to say “When you lose client records, you lose clients”.  It’s the same idea.

 So let’s not do that. 

Let’s talk about a few quick tips to help you ensure you don’t miss any important messages from your clients (aka let me support you in gently enforcing this boundary):

• Clarify in your contract which modes of communication are to be used during the engagement (potential wording is:  “[Your name] and Client will use the following methods of contact for throughout the Project:  Google Meet video calls and email.  For greater clarity, communication will be limited to these mediums throughout the duration of the Project.”)

• Reinforce this boundary during your onboarding process when discussing contract highlights

• Use screenshots - if a client sends something substantial via a DM or text, take a screenshot, email it to yourself and respond via email (or whatever your preferred method of communication is).

• Make sure to say something like ‘I saw you sent this msg via text but I’m the worst at keeping track of texts so I sent it to my email to make sure I didn’t miss the message”.  NOTE: only say this if it is true for you.  It’s legit true for me.

In conclusion (lol), I don't need to tell you that you're juggling approx 1,356 things as entrepreneurs.  But - for better or worse - how we communicate can make or break a client relationship. 

It’s not about being old-school or stuck in our ways—it’s about finding what works and sticking to it. 

For me, it’s email. 

For you, maybe it’s something else. 

But at the end of the day, clear communication gives you the best shot at keeping clients around.