You open your inbox, and there it is—another client email asking for an update on their project. Five minutes later, another one comes in from a different client, wanting to “hop on a quick call.” And before you’ve even responded, a Slack message pops up from a third client with “just a quick question.”
Suddenly, your entire day is spent putting out fires and answering questions instead of actually running your agency.
Sound familiar?
If your agency doesn’t have a clear client communication plan, you’re stuck in reactive mode—constantly responding, clarifying, and managing expectations on the fly. And that’s exhausting.
But here’s the good news: with a solid client communication plan, you can set clear expectations upfront, reduce unnecessary back-and-forth, and reclaim your time. Let’s break down how to create one that keeps your clients happy and your inbox manageable.
What Is a Client Communication Plan (And Why Does Your Agency Need One)?
A client communication plan is a set of guidelines that define when, how, and why communication happens between your agency and your clients. It ensures that everyone knows what to expect—so clients aren’t constantly reaching out for updates, and your team isn’t bombarded with last-minute requests.
A well-structured communication plan:
- Reduces scope creep (because clients know the proper channels for requests)
- Cuts down on unnecessary meetings and emails
- Keeps projects moving smoothly
- Builds trust and confidence with your clients
Instead of feeling like you’re at the mercy of your clients’ demands, you’ll be in control of the conversation.
Step 1: Define Communication Channels
One of the biggest mistakes agencies make? Letting clients communicate however and whenever they want. If a client emails some requests, Slacks a few more, and texts you on a Saturday morning with “one quick thing,” it’s a recipe for chaos.
Instead, decide in advance which channels your agency will use for client communication.
- Email: Ideal for formal updates, questions, and deliverables.
- Project Management Tools (Asana, ClickUp): Best for tracking ongoing tasks and revisions.
- Slack or Messaging Apps: Only if necessary for urgent updates or quick collaboration (but with boundaries!).
- Scheduled Meetings: For check-ins, strategy discussions, and progress reports.
Pro tip: If a client starts using an unapproved channel (like texting you at 9 PM), redirect them. Reply with, “Great question! Can you send that over via email so we can track it properly?”—and stick to your boundaries.
Step 2: Set Clear Response Times
Ever had a client email and then follow up two hours later asking, “Did you see my email?”
Clients often assume they should get an instant response—unless you set expectations upfront.
Let them know:
- How quickly they can expect a response (e.g., “We respond to emails within 24 business hours.”)
- Which types of requests are urgent vs. non-urgent
- How urgent matters will be handled (e.g., “For emergencies, please use [specific method].”)
Adding this to your onboarding materials makes it crystal clear that your agency is responsive—but not on-call 24/7.
Step 3: Establish a Meeting Cadence
Meetings can be a time suck—but they’re necessary for keeping clients informed without constant emails. Instead of having random calls whenever a client wants an update, build a structured meeting schedule into your communication plan.
- Kickoff Call – Right after signing a contract, set expectations and discuss goals.
- Weekly/Biweekly Check-ins – Short meetings (15-30 mins) to discuss progress and roadblocks.
- Monthly Strategy Calls – Higher-level conversations about goals, strategy, and performance.
- Project Wrap-Up Call – Review deliverables, gather feedback, and discuss next steps.
Having a defined schedule means clients won’t feel the need to “check in” constantly—they’ll know when to expect updates.
Pro tip: Include meeting frequency in your contract so there’s no confusion later.
Step 4: Set Boundaries for Revisions and Feedback
If your client sends feedback in five different emails, a Slack message, and a Google Doc comment—how do you track it all?
Clear communication prevents revision chaos. Make it easy for your clients and your team by defining:
- How feedback should be submitted (e.g., “All feedback must be consolidated in one email or within [project management tool].”)
- How many revision rounds are included
- What happens if additional revisions are needed
When clients understand the process, there’s less back-and-forth, and projects stay on track.
Step 5: Document Your Communication Plan (And Share It!)
Your communication plan only works if everyone knows about it—your team and your clients.
Include it in your client onboarding materials
Add it to your proposal or contract
Go over it in your kickoff call
You might even create a one-pager that outlines:
- Communication channels
- Expected response times
- Meeting cadence
- Feedback and revision policies
That way, if a client ever asks, “Can we hop on a call today?” or “Why haven’t I gotten a response yet?”—you can point back to the plan you already set.
Final Thoughts: Take Back Control of Your Client Communication
When you don’t have a communication plan, you’re stuck reacting to clients all day. But when you set expectations upfront, you build a system that keeps projects moving smoothly while protecting your time.
Your clients want structure—they just need you to provide it.
If you’re tired of communication chaos and want help setting up a streamlined process for your agency, let’s chat. At Agency Authority, we help agencies create systems that work—so you can focus on growing your business instead of putting out fires.
Ready to take control? Let’s build your client communication plan today.