I just received a beautifully designed email from a well-known creative publisher, outlining what to do when a client becomes unresponsive.

In short, the solution was to send more emails—a follow-up email, followed by a follow-up to the follow-up. Finally, when all else fails, send them the hammer by giving them the ASAP email. Have we lost our collective minds? This practice is the embodiment of a well-known definition of insanity.

I would argue that when you have an unresponsive client, a phone call or video chat should be how you connect. In non-covid times an in-person meeting, if possible. An unresponsive client could also indicate a lousy process on your side of the fence. We should always be keeping a close eye and mind on these processes and continuously challenging them.

Be always looking for a way to better your relationship with those you serve. Your alarm bells should go off when you or the organization you work for gravitates toward automation to interact with humans.

Photo of Brian Biddle Brian Biddle

For the past 15 years, Brian has served as lead designer and art director for LexBlog. He works directly with the product team to provide design and UX/UI guidance for the tools that power the world’s largest legal network.