What do you do when a client won’t respond to email and won’t use your project management system?

Some of them prefer to use Facebook messenger and text, which leads to side conversations.
And that’s fine if the agency is just you.  But when you have a team involved that has to coordinate, this quickly becomes a mess.

We use basecamp so we have an audit trail– to prevent “he said, she said”.

Our rule, that all clients and team members know, is “if it’s not in basecamp, it didn’t happen”.

We still have calls, emails, and such. But everyone knows that if we agree to do something or have details about a project, we post it in basecamp.

The ugly reality of running an agency is that there is turnover on the agency side and unrealized expectations and miscommunication on the client side.

So you must have systems in place to keep things going if the client fails to reply or a team member fails to deliver.

Dennis Yu

About the Author

Dennis Yu
Dennis Yu is the Chief Executive Officer of BlitzMetrics, a digital marketing company that partners with schools to train young adults. Dennis’s program centers around mentorship, helping students grow their expertise to manage social campaigns for enterprise clients like the Golden State Warriors, Nike, and Rosetta Stone. He’s an internationally recognized lecturer in Facebook Marketing and has spoken in 17 countries, spanning 5 continents, including keynotes at L2E, Gultaggen, and Marketo Summit. Dennis has been featured in The Wall Street Journal, New York Times, LA Times, National Public Radio, TechCrunch, CNN, Fox News, and CBS Evening News. He’s a regular contributor for Adweek’s SocialTimes column and has published in Social Media Examiner, Social Media Club, Tweak Your Biz, B2C, Social Fresh, and Heyo. He held leadership positions at Yahoo! and American Airlines and studied Finance and Economics at Southern Methodist University as well as the London School of Economics. He ran collegiate cross-country at SMU and has competed in over 20 marathons including a 70-mile ultramarathon. Besides being a Facebook data and ad geek, you can find him eating chicken wings or playing Ultimate Frisbee in a city near you. You can contact him at dennis@blitzmetrics.com