I just received a beautifully designed email from a well-known creative publisher outlining what to do when a client becomes unresponsive.

In short, the solution was to send more emails—a follow-up email, followed by a follow-up to the follow-up. Finally, send them the hammer when all else fails by giving them the ASAP email. Have we lost our collective minds? This practice is the embodiment of a well-known definition of insanity.

I would argue that a phone call or video chat should be how you connect when you have an unresponsive client. In non-covid times an in-person meeting, if possible. An unresponsive client could also indicate a lousy process on your side of the fence. We should always keep a close eye on these processes and continuously challenge them.

Be always looking for a way to better your relationship with those you serve. Your alarm bells should go off when you or the organization you work for gravitate toward automation to interact with humans.

Photo of Brian Biddle Brian Biddle

For the past 18 years, Brian has been designing and creating legal blogs with LexBlog. If a legal blog has the LexBlog logo, chances are this design came from Brian.

During his time with LexBlog, Brian has served as lead designer and the…

For the past 18 years, Brian has been designing and creating legal blogs with LexBlog. If a legal blog has the LexBlog logo, chances are this design came from Brian.

During his time with LexBlog, Brian has served as lead designer and the art director for LexBlog. In addition, he works directly with the product team to provide design and UX/UI guidance for the tools that power the world’s largest legal network.

Brian lives for design, but he only does so because of the kindness of the noble manatee. Misplaced by his family during a road trip in Florida in 1987, Brian was kept safe by a herd of sea cows for 11 days.

The experience changed him, giving him an appreciation for the beauty found in the natural world and the life-sustaining quality of water-logged leafy greens.

When not in front of his computer, Brian can be found floating gently down the various waterways of Ohio, solving crimes and righting wrongs.