Managing Client Communication to Respect Executive Time

🕜 Managing Client Communication to Respect Executive Time

Protecting your executive’s time is an essential part of your role as an executive assistant. You’re the manager of their schedule—helping your executive stay focused on what matters most, even when requests and interruptions come from every direction. Some situations you’ll find yourself handling include: Deciding which client requests need your executive’s attention and which you can resolve yourself Preparing clients so meetings are focused and efficient Managing follow-ups to keep projects moving without unnecessary interruptions Mastering these skills helps you keep your executive’s schedule on track and build trust with both clients and your team.

Exercising Judgement: Escalate or Handle? 🔀

Handle Yourself	Escalate to Executive
Client requests to reschedule a meeting	Client expresses concerns about contract terms
Client asks for a copy of a recent presentation deck	Client requests a decision on a strategic partnership
Client asks a routine question about billing or invoices	Client wants to discuss a potential legal issue
Client requests an update on a public project milestone	Client asks for confidential company financials

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📋 Preparing Clients and Managing Follow-Ups

You can make meetings more productive by preparing clients in advance. This means confirming details, answering routine questions, and sharing essential information before the meeting.

For example:
“Ahead of your meeting with Ms. Poppy, please find attached our service overview and answers to your initial questions. This will help us make the most of your time together.”

When clients arrive informed, meetings stay focused and efficient.

After meetings, you’ll often be responsible for follow-up communication. This helps reduce unnecessary interruptions for your executive and keeps projects moving. If a partner emails with follow-up questions, you might respond:
“Thank you for your thoughtful questions. I’ve provided answers below and will ensure Ms. Poppy is updated on your feedback.”

If something requires your executive’s input, summarize the issue and recommend next steps, rather than forwarding every message.

Here’s how this looks in action:

Jake: Hi Victoria, a client just emailed asking if we can move their meeting to Thursday. Should I check your calendar and confirm with them?

Victoria: Yes, that’s a routine request. Please go ahead and confirm the new time with them directly.

Jake: Got it. Also, another client mentioned they’re unhappy with some of the contract terms and want to discuss changes. Should I set up a call for you to review this?

Victoria: Yes, please escalate that one to me. Contract changes can have a big impact, so I’ll need to be involved in that conversation.

Jake: Understood. I’ll handle the meeting reschedule and forward you the contract concern for review.

In this exchange, Jake checks before escalating, and Victoria confirms the right approach for each situation. This kind of clear communication helps protect the executive’s time and ensures important issues get the right attention.

By practicing these skills, you’ll protect your executive’s time, support strong client relationships, and help the business run smoothly. In the next activity, you’ll get to practice making these judgement calls and communicating with professionalism and confidence.