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| {{a|work|
| | #redirect[[Client communication]] |
| [[File:Client outreach.png|450px|frameless|center]] | |
| }}A mass-communication of something important — “importance” being in the eye of the beholder — to your whole client base. How a firm does this is a measure of its commercial sophistication, first, and its technological sophistication, second.
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| The usual means of client outreach is to get a dedicated client outreach team — there will be one, somewhere in the operations stack — to handle it by mass-market mailshot. If so, the die is cast: you have already taken the wrong path and it is too late to change. Take this as commiseration, consolation, and fortification to intervene earlier next time.
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| ===Client outreach is spam===
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| First thing to note: from a “client’s” perspective, any client outreach, ''at best'', is ''[[spam]]''. At ''best''.
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| In most cases, you will be outreaching to advise (i) of some forthcoming regulatory change to your own operation with a peripheral impact on the client, and what you plan to do about it; or (ii) some [[snafu]] in your systems meaning you have transgressed some technical regulation; or (iii) an internal policy disclosure point which some bright spark in the risk management federation has dreamed up and decreed needs to be urgently notified to the world at large.
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| ===Is it ''really'' that important?===
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| The [[professional managerial class]]’s structural self-obsession is such that it sees its own role as a sacred calling of utmost importance to the future safety and good order of the political economy itself. It must do, to be able to sleep, given the absurd [[rent]] it extracts from that same political economy.
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| [[Middle manager]]s do not so much ''have trouble seeing the wood for the trees'', as ''understanding there is a wood at all''. “All there is ''this'' tree. ''My'' tree. The one with many thin branches, supporting many fat birds, like ''me''.”
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| Through this prism, one is well insulated from the realities beyond the tree’s crown. The self-involved rarely perceive the reception their communications will get once they cross that threshold and goes out into the wide world.<ref>I know, I know: “look at yourself, o weirdo, you and your one-man wiki, publishing into the void.”</ref> If you are lucky, this will be studied indifference.
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| So first, ask: ''do we ''really'' need to communicate this to clients?'' Will [[Chicken-licken|the sky fall in on our heads]] if we do not?
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| ===Is [[bulk email]] the right way to do it?===
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| Assume that, despite robust challenge and respectful [[escalation]] to the head of [[compliance]] the conclusion remains that yes, this really is significant enough to draw to every client’s attention. Then ask: okay, that being the case, do you really want to do that by ''spam''? Now here the size and public orientation of your business will be determinative. If you are a retail bank mailing six million people about a change to the terms and conditions of their current accounts, then ''absolutely'' you want to be doing this by spam. The more spam-like the better. The main objective of client outreach to retail clients is to say, “[[look, I tried]]”.<ref>Cynics might say this is really means “no bulk communication to retail clients is ever that important.” There is an element of truth to that.<ref>
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| If you are an investment bank, your clients will pay you revenue in the hundreds of thousands or millions a year. If something is important enough to tell a million dollar client, it is worth doing in person. Have your sales people [[Talk, don’t email|call]]. This is called [[relationship management]].;
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| {{sa}}
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| *[[Email]]
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| *[[Dear Client]]
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| *[[Please be advised]]
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| *[[Talk, don’t email]]
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| {{ref}}
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