Get instant access to our Ad Manager Secret podcast And Discover the Secrets To A thriving Meta Ad Management Business in 2024

Subscribe Now

Serve Scale Soar® Podcast

212: Crafting Your Client Communication Protocol

Brandi in Orange blazer sitting at laptop in coffee shop with crafting your client communication protocol below

Crafting Your Client Communication Protocol

Effective Client Communication: Key to Business Success

Clear and effective communication is essential for the success of any business, especially when providing 1:1 services. Let’s explore what clear communication looks like and its critical role in creating thriving freelance and ad management businesses. 

Communication breakdowns can lead to misunderstandings and frustrations for both the client and the service provider. To navigate this, we’ll go over a tried and tested communication protocol, aimed at keeping clients satisfied and businesses thriving. This comprehensive guide to crafting your communication protocol will help you establish strong client relationships, boost revenue, and create a successful business.

Systems and Processes: The Foundation of Effective Communication

Before jumping into the specifics of client communication, it’s crucial to establish systems and processes. Setting up systems for communication, similar to how businesses have systems in place for other aspects of operation is a must. Systems and processes are the backbone of effective client communication, enabling seamless interactions and streamlined workflows. It’s essential to determine the frequency of communication—whether it’s daily, weekly, or monthly—and to communicate this clearly with your clients. Establishing a designated communication channel, whether it’s through apps like Voxer or Slack, helps maintain organization and clarity. Additionally, defining response times and office hours sets clear boundaries and ensures a professional approach to communication.

Setting Expectations: Clear Guidelines for Client Interaction

Setting expectations from the beginning is key to avoiding misunderstandings later on. Communicating expectations right from the discovery call, through proposal documents, and most importantly, in the contract is necessary for a great working relationship. By outlining communication processes and frequencies, as well as reporting expectations, a framework is established for seamless interaction. Clear expectations empower both you and your clients and reduce the likelihood of miscommunication or unmet assumptions.

Boundaries: The Importance of Upholding Processes

Once expectations are set, it’s crucial to uphold these established boundaries. Failing to enforce boundaries can lead to clients taking advantage of flexibility and cause unnecessary stress. By clearly defining and adhering to processes and boundaries, you can assert your professionalism and prevent potential problems. Enforcing boundaries, such as response times and preferred communication channels, is essential for maintaining a healthy and efficient client-provider relationship.

Hard Conversations: Navigating Challenging Communication Scenarios

Effective client communication involves being prepared for challenging conversations. At some point in your business, you will need to address scope creep, late payments, missed deadlines, and even the need to raise prices. Because these can be hard conversations it’s essential to have pre-planned processes and default templates in place for these scenarios, allowing for a logical and professional approach.

Growth: The Continuous Improvement of Communication Skills

Finally, embracing personal growth in terms of communication skills is vital for long-term success in client interactions. As business owners, we should be lifelong learners. There are a few resources you can add to your library to hone your communication skills like, “How to Win Friends and Influence People,” “Crucial Conversations,” and “Emotional Intelligence 2.0.” By prioritizing growth and honing communication skills, you can foster better client relationships and help create a business you love.

Conclusion: Elevating Your Business Through Effective Communication

In conclusion, effective communication is at the core of a thriving ad management business. Establishing clear systems and processes, setting expectations, keeping boundaries, navigating hard conversations, and embracing personal growth all contribute to building strong client relationships. By implementing this proven communication protocol, you can elevate your business, increase client satisfaction, and position yourself as an expert known for your exceptional communication skills.

In essence, mastering client communication is not only about conveying information but also about building trust, understanding, and collaboration. By prioritizing effective communication, your business can thrive.

Here’s A Glance Of The Episode: 

00:00 Enhancing client communication for freelance success.

03:36 Systems and processes key to business success.

10:12 Set boundaries, and enforce standards for business success.

11:47 Handling difficult scope creep conversations with clients.

14:32 Process, contract, late fee, renewals, non-renewals, client breakup, bounce back.

17:44 Entrepreneurship helps personal growth and learning.

Key Takeaways:

  1. Effective communication is crucial for thriving in a freelance and ad management business.
  2. Having clear systems and processes for communication is vital for scalability and client satisfaction.
  3. Setting clear expectations from the beginning, such as communication frequency and channels, is essential.
  4. Establishing boundaries and enforcing them is key to maintaining a healthy client-provider relationship.
  5. Being prepared for hard conversations, such as addressing scope creep, late payments, and missed deadlines, is crucial for maintaining professionalism.
  6. Personal growth and continuous learning in communication are essential for building better client relationships.
  7. Putting systems and processes in place for handling hard conversations, such as having default templates for responses, can streamline communication and help maintain professionalism and business integrity.

and so much more. 

Loved This Episode? Check Out More Here. ⬇️


Additional Resources


Maximizing Efficiency: 5 Essential Processes For Ad Managers

** This post may contain affiliate links which means I may receive a small commission at no additional cost to you if you use one of the links to purchase. This helps keep the podcast going and I only share products I have used, tested, and love.”

Listen on Your Favorite Podcast Platform

Review the Podcast

DM Brandi on Instagram

Follow Brandi on Facebook

Follow & Review on Apple Podcasts

Are you following my podcast? If you’re not, I want to encourage you to do that today so you don’t miss any future episodes! I already have so many amazing guests and topics lined up, I would hate for you to miss a single one! Click here to follow on Apple Podcasts

Could I ask a big favor? If you are loving the podcast, I would LOVE it if you would leave me a review on Apple Podcasts. I read each and every review.  Plus, you get to pay it forward because it will allow other service providers like you to find the podcast! Wondering how to leave a review? Click here to review, then select “Ratings and Reviews” and “Write a Review”.  So easy and so appreciated!

Meet Brandi

Brandi Mowles is the host of the Serve Scale Soar® podcast which is a podcast dedicated to helping service-based entrepreneurs scale their online business to five-figure months so they can soar into six-figure years. Brandi is a wife, mom and in less than one year, created a six-figure business. Now she is spilling all her secrets so you can too.

Watch right now > 

It's better than Netflix over here. Bingable content but that can make you money! Watch my ondemand 60minute training now.