How We Communicate

Training · Deck 05

How we communicate

Clients hire us for peace of mind. Our writing and our replies are where they feel it.

Reply fast

• Reply quickly, even if it’s only to say when you’ll have the answer.
• Answer the phone during working hours.
• Set expectations so people aren’t left wondering.
• Waiting on someone else? Say so: “Waiting on X, will update you Friday.”

Answer everything

• Answer every question, not half of them.
• Don’t reply with a non-answer. Give people what they need up front.
• Long, information-dense emails are fine if they’re easy to read and easy to forward.
• Headings, bullet points, details. Clear, straightforward, actionable.

Reply all. Confirm it’s done.

• Reply all, so the whole team can see it landed.
• Sent isn’t received. Confirm.
• When you finish something, say it’s done.
• Keep the booking system current so anyone can read the first lines and know the status without asking.

After every call

1. 01Write it up the same dayText and email. Thanks, bullet summary, links, next step.
2. 02Make the next step obviousOne clear action.
3. 03Waiting on them? Ask when to follow upThen put it on the calendar.

Before the event

• Send the final timeline about two weeks out: services, backdrop, timing, and who their host is.
• Ask them to tell us within 48 hours if anything changed.
• Confirm the room, the light, indoor or outdoor, power, and internet. Never be outside without knowing it.
• Ask for event-ready graphics and send the specs, so nothing needs custom design at the last minute.
• Give clients updates and next steps early and often, so they know we’re on track and aligned. Early updates catch small misunderstandings before they take us off course.

Say what you need.

Don’t beat around the bush. Ask for what you need, when you need it.