At our project kickoff meeting, I ask a client what method of communication he prefers.
Client: “Email is the best way to reach me and ensure that I get your message.”
I send him a project update via email two days later. After getting no response after two days, I query him again via email. He replies, also via email.
Client: “I get too many emails, so just call me here at the office.”
I call him the following week to get his approval on a design, and the receptionist screens my call. I try three more times over the next week, making sure to email with each call.
On Friday:
Client: “Where are my proofs? We’re on a deadline.”
Me: “I called numerous times, but your receptionist wouldn’t let me speak to you.”
Client: “Yeah, I told her to screen my calls. Just call me on my mobile.”
I call his mobile three times the next week, leaving a message on his (generic) voicemail.
Once again, this brings us to Friday:
Client: “I just ignore my phone’s voicemail. Call my office or email me.”
I begin to do all three, in rotation, over the next week. After failing to reach him, I send him a certified letter to have him sign off on the final product.
He calls me three days later.
Client: “Why are you sending me a letter? It’s 2013, for God’s sake! There are better ways to get a hold of me.”