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.
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