Lost a $3,200 retainer client over one missed email

I was at a coffee shop in Austin last September and forgot to respond to a client's request about their ad spend. They ended up blowing through their budget on Friday before I checked my inbox Monday morning. The client was upset but fair - I offered to waive the next month's management fee, but they had already moved on. How do you folks handle client communication outside regular office hours without burning out?

2 comments

2 Comments

rosep8713d ago

3 am auto replies saved me after I set up a separate voicemail for urgent client stuff.

miles58112d ago

Whoa, hard disagree from me on this one, @rosep87. I feel like separate voicemails just add more complexity when you're half asleep at 3 AM and can't remember which one you're supposed to be checking. Seems like it'd be easier to just have one inbox and let clients know they'll get a real reply when you wake up.