Client Communications Best Practices

Communication is fundamental to building relationships with external and internal colleagues. With clients, good communication helps develop trust and build strong working relationships. It is important to be clear, concise, and professional. Note the purpose of the communication, provide context, and set expectations for next steps/follow up. Tailor communications to the recipient/audience and think about how best to deliver the information (i.e., is it an email? phone call? in person or Zoom meeting? Or a combination—for example, a phone call followed by an email or meeting.)

Emails

The primary way we communicate with our clients is through email. When crafting an email, be sure to use a friendly, collegial tone and keep in mind that while they are contracting with us for work, we all ultimately work for the same University with the same goals.

You should also be thoughtful of who is cc’d on emails. Be sure to keep your supervisor or the person that leads the beat cc’d on all critical client emails. Supervisors and leads can always advise on who should be included on emails both for internal and external colleagues.

Email Examples

• Sending a proof:
  • SPH This Year Proof #1
  • SPH This Year Proof #2
• Sending an estimate:
  • SPH This Year Estimate
  • SDO One-Sheet Estimate
  • FitRec Website Discovery Estimate
  • ENG Website Discovery Estimate
• Sending a client to an external website vendor

Meeting Notes

Taking meeting notes and writing meeting recaps is a fundamental and important part of an account team member’s role. It’s essential to capture critical information, such as questions, decisions, and next steps at both internal and external meetings. For external meetings especially, recaps should summarize the most important points covered in the meeting, including client feedback, concerns, approvals, and decisions. Every meeting recap must include a clear next steps section so that both the CS team and clients understand who is responsible for keeping the project moving forward. Meeting recaps are important documents that serve as a valuable reference for clients and team members if there are any questions later.

Meeting recaps should be written and distributed within two business days of the meeting. The recaps should be distributed to all meeting attendees, as well as to any team members who weren’t present at the meeting but need to stay informed about the discussion and decisions.

Learning to write strong meeting recaps also helps build essential writing skills and prepares account team members for writing other key communications, such as decks. ​​Clear, concise communication—as well as the ability to support, tailor, and refine messaging between other project team members and with audiences outside of CS—is a critical part of being a successful member of the account team.

Meeting Notes Examples

• Diversity & Inclusion Website – Design Presentation Meeting Notes
• Parking & Transportation Services Website – Intake Meeting Notes
• Admissions Reception Invitation – Concept Presentation Meeting Notes

Setting Up Meetings

AEs use Outlook to set up internal and client meetings. It is good to confirm CS and client attendees before creating the invite; check with your supervisor if unsure. It is important to include the meeting’s purpose in the invite (i.e., the purpose of this meeting is to present concepts for the Sustainability Zero Waste campaign for feedback) as well as the meeting agenda. Always check attendees’ availability before you send an invite out. If someone is booked, do not send the invite out; check with that person first to see if they have any flexibility or if they are comfortable sending someone in their place. Avoid double-booking meetings. Include both zoom link and meeting room on the invite for hybrid meetings.