Skip to content
By Brian Biddle

Follow this with this

The Human Touch: How to Connect with an Unresponsive Client
November 10, 2020

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, send them the hammer when all else fails 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 a phone call or video chat should be how you connect when you have an unresponsive client. 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 keep a close eye on these processes and continuously challenge 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 gravitate toward automation to interact with humans.

Posted in: