Client communication norms (Associate Handbook)
Goal
Clients need a reliable way to reach you about scheduling/logistics—especially if there are glitches joining a session.
Allowed channels
- Email (required)
- Text (optional, associate choice)
Clients may contact you by email and may also text (if you provide a text option), especially if there are glitches meeting for session.
Response times (client requests + referrals)
Responding to referrals from admin (warm vs cold)
When you receive a referral from admin, response time can strongly affect booking.
- Warm referral: Please respond within 24 hours.
- Cold referral: Please respond as quickly as you can. Some referrals are cold leads, and booking depends to a very high degree on response time.
If you choose to allow admin to text you, you are more likely to receive cold referrals (because quick response is often needed).
Responding to existing clients
When an existing client emails you, please respond as appropriate to the client’s request, and please attempt to respond within 24 hours.
Boundaries (discouraging calls/texts while staying reachable)
You are allowed to discourage clients from calling or texting you, as long as clients still have a clear way to get ahold of you.
Examples:
- Provide email only (and do not provide a phone number)
- Provide a text-only option (and discourage phone calls)
- Set expectations in your voicemail/auto-reply (e.g., “Email is the best way to reach me”)
If you change your preferred contact method, ensure:
- clients still have a reliable way to reach you, and
- admin is aware of your preferences.
Urgent client concerns
For urgent client concerns, contact Katherine.