Playbook · 5 min
Client email voice
Every outbound sentence.
- 01Acknowledge
Same morning. Even if the answer is later.
- 02No accidental promises
Dates and yeses are routed.
- 03One owner
No reply-all storms.
- 04File if it mattered
Scope, money, access, safety.
- 05Close the loop
If you promised 3:00, send at 3:00 even if the news is 'still waiting on field.'
Never
- Sarcasm.
- Blame.
- Emojis in a dispute.
- 'We'll eat it.'
Escalate if
- Legal threat.
- Safety incident.
- Anyone asking you to alter a document.