Why You Should Ask Clients How They Want to Be Contacted
Email, phone, text, or video? The communication channel matters as much as the message. Most professionals never ask.
Some clients prefer email. Others prefer phone calls. Some respond to text messages within minutes but let emails sit for days. A few prefer scheduled video calls over all other options. Most professionals guess at these preferences and get it wrong.
Why Channel Matters
A message on the wrong channel is worse than no message at all. An email to someone who never checks email is wasted effort. A phone call to someone who hates phone calls is an intrusion. The same content — a friendly check-in — has completely different effects depending on how it is delivered.
Just Ask
The simplest solution is the one almost nobody uses: ask. "What is the best way to reach you?" or "Do you prefer email or text for quick updates?" Clients appreciate the question because it signals that you care about their comfort, not just your convenience.
Tracking Preferences
Once you know a client's communication preference, record it in your CRM. The note is simple: "Prefers text" or "Email only — does not answer calls." This information becomes invaluable when you have hundreds of contacts, each with different preferences, and you want every touchpoint to land effectively.
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