Clients increasingly prefer a quick text to a phone call. Done well, it builds trust and resolves small things fast. Done poorly, it gets you ignored.
Texting has quietly become one of the most effective ways to reach clients. It is fast, it is personal, and most people read a text far sooner than they listen to a voicemail. But the same qualities that make it powerful also make it easy to misuse.
Lead with usefulness
The best client texts answer a question, confirm an appointment, or share a document the client actually asked for.
When every message you send is useful, clients keep reading. When you slip into noise, they tune out.
Keep it two-way
A text that cannot be replied to is just a louder email. The value of texting comes from the back-and-forth — a client asks a quick question, an agent answers in a sentence, and a small task gets resolved without a phone call.
Treat it as a conversation, not a broadcast.
Respect the basics
Send during business hours. Always identify your agency. Make it easy to opt out.
These are not just courtesies — they are the foundation of staying compliant and keeping your messages trusted. A client who feels respected is a client who keeps reading.