Response time expectations (Associate Handbook)

Goal

Set clear expectations so clients feel held and admin operations run smoothly.

Client messages (logistics + existing clients)

• Expected response time: Please attempt to respond within 24 hours.
• Channel: email (required), text (optional)

Admin referrals (warm vs cold)

• Warm referrals: Please respond within 24 hours.
• Cold referrals: Please respond as quickly as you can (response time often determines whether the client books).

If you choose to allow admin to text you, you are more likely to receive cold referrals (because quick response is often needed).

Boundaries

• Not a 24/7 hotline.
• Urgent concerns should be escalated to Katherine per clinic escalation guidance.