Every firm owner knows the pain of waiting on clients who go silent.
In this episode, I explained why the problem isn’t always your clients—and what to do instead.
Listen below.
2:02 Here’s what we often forget: your clients are just as busy as you are—running their businesses, putting out fires, and juggling endless priorities.
4:01 It starts with how we ask. Most firms make their requests far more complex than they need to be.
4:25 The second big mistake is making it harder than it should be for clients to provide documents.
6:40 Your words matter—every extra sentence is another chance for a client to feel overwhelmed and delay their response.
7:19 Aim to remove friction from document submission. The easier it is, the more clients will follow through.
9:27 Frequent client ghosting isn’t just their issue—it’s a cue to reflect on what you might improve.
10:51 The truth is, simple changes often create the biggest impact—and how you request and collect information is one of them.
