Have a Communication Policy for Your Clients

Having a set communication policy reduces overwhelm in your agency. For example, our communication policy at Zeus, which we make sure the customer knows during onboarding, is that we communicate exclusively via Slack. No text. No email. Nothing but Slack.

To build a business that scales without you, you can’t text with some customers, email others, and Slack with the rest of them. Instead, designate one channel as the end all be all for all communications. We recommend using Slack.

What does communication look like at Zeus?

For each customer, we have an internal channel and an external channel. The internal channel is used for internal team communication about that customer’s project. The external channel is shared with the customer and that’s of course where our team communicates with them. The naming conventions are as follows.

Internal channels: #zeus-customername

External channels: #zeus-customername-external

We then group internal and external channels into sidebar sections. See below.

Note that the changes you make to your sidebar in Slack will not take effect for every member of your workspace. Each member of your workspace is free to organize their sidebar as they wish.

Do you ever have customers that don’t agree to your communication policy?

Not really. And if they aren’t willing to work with you on this, then they’re probably just a bad customer that you should stay away from.