*ding* A new email hits your inbox from a client.
Should be a win, right? But sometimes it feels overwhelming, scary and even makes you wanna barf at times.

I know I’ve had a bunch of emails over the last decade that I wished I had someone sitting on my shoulder and telling me what to write.

For this article, consider me your tiny chef (hello ratatouille reference) sitting on your shoulder and helping you cook the best email responses to the most common emails you’ll get.

So when I first started, and even quite a few years into my creative career, I often got caught up on the email communication side of things.

When defending my designs, I’d get too emotional.

When seeking new work, I’d sometimes get too eager.

And when setting boundaries or telling client’s what to do, I’d lose my backbone and not feel confident in what I was serving up.

Tell me I’m not the only one who has felt like this! And if you are feeling this now, if this hits in a spot you didn’t know it would, read on because I have a bit of a buffet for you below.

So why is it important to communicate effectively over email?

When researching this topic, I tend to look at the data and see what the stats say. So here’s a mind-blowing stat…

306.4 billion emails were sent per day in 2020. The number is expected to reach 347.3 billion in 2023!

Is that not insane? Now with over half of those being spam, breaking through the noise and ensuring that what you are communicating is being heard is more important than ever.

In addition to this, we all know that emails are devoid of tone and can sometimes be misinterpreted (unless you send a solid gif). When emailing clients at any part of the conversation, it’s imperative that we know what we are saying and saying it in a way that it will be not only heard and understood but responded to.

While emailing client’s isn’t my go-to preferred option (I much prefer a call or video chat to be able to read tone and see reactions), it’s a necessary evil sometimes. You also want to keep in mind that if it’s in email, it’s in writing and everything that comes with that core truth. It can be great when used as something to reference back to, but really, you need to be mindful that not only can it be referred back to, but used as evidence, so be sure to write like it could be seen in court (sounds dramatic but I’ve been there!)

The New Enquiry Script

Let’s start at the start of the meal, shall we? So this is when a client has reached out with a new project or job and they’ve given some of the details but you’re needing more to be able to quote.

*HOT TIP* To help with this process, I often use a brief template to ensure the right information is given. Don’t have a brief template? Grab my Bake your own Brief Builder Kit in my shop.

The I Need More Info Script

Ok at this stage we are all up in the thick of the meal. There’s sauce on our face, we don’t care. We just need more info to keep going. The two key things about this email are timing and clarity. You want to be as clear as possible WHAT you need and WHEN you need it by. The added bonus of this is you are also spelling out what happens if they don’t deliver on time and take the responsibility off your plate.

The Scope Creep Script

This one is a short and sweet one for a reason. Scope creep is common but often creatives think I’ll just take another bite on, it’ll be fine, it’s probably my fault anyway. Um, no, my fickle freelancer, this is scope creep and it wasn’t budgeted for at any point. It’s not your fault, but it is your responsibility to call it out as early as possible and know how to reinforce that boundary. Keep it profesh, keep the emotion out of it and lead with facts.

The Wrap Up Script

This one is a cause for celebration! We made it to the end, we got there and it’s time to get paid. This particular script considers that the work is done and complete, BUT the client still needs to settle the bill. This is important as it puts the expectations in writing, clear and concise and ready for them to take action.

Also, please please please remember we don’t hand over final files before the bill is paid. Ever.

The Seeking New Work Script

Got a new skill? Learnt how to make something easier for your client? Or have an idea you want to pitch using your skills that you just know the client would be perfect for? Time to pitch! Remember your best asset is an existing client. They know what you do and do well, and they also don’t need to be sold to because they know what it’s like to work with you. It’s a win all round, so let’s use that to our advantage.

BONUS The Break Up Script

Ok, super sweet bonus time! Now we all know that sometimes things go sour. This would be a situation where you are parting ways with a client that is simply a pain in the ass, but we are trying to maintain the relationship and fire a client without getting burned.

*Note if you or they have obligations based on your contract, make sure you let them know in this email so it’s in writing and you’re on the same page. Things like paying balances and finished files, all of that.