In my coaching world, responsiveness isn’t a “nice to have.” It’s part of the container. When a client reaches out in a moment that feels urgent, I want them to feel held, even if I’m not immediately available.

My system has three layers:

1) direct access for active clients

They have my personal email and cell. If I can’t respond right away, I send a short text or email within a reasonable window:

“Got your message. I’m with clients right now. I’ll reply by 3:30 pm.”

That one sentence keeps them grounded and keeps trust intact.

2) one shared inbox for new inquiries

If someone contacts me through my website form or my business number, those emails and texts land in one place—an app my assistant and I both see. That means nothing sits unseen.

3) voicemail protection

When someone leaves a voicemail, we receive an automatic email with the transcription. No one has to “check voicemail” to catch something important. It’s already in our workflow.

How we prioritize

My assistant reviews messages daily and responds to general scheduling and logistics. I read everything myself. If I feel a message needs my voice—emotionally charged, time-sensitive, or connected to an active client—I step in, reply personally, and let her know I’ve handled it.

A real example

A client texted me on a morning I was booked back-to-back: “I’m not okay. I feel like I’m spiraling.” I couldn’t stop and do a full response in that moment, but I texted back within minutes:

“I’m here. I’m in session until 1:00. I will call you at 1:15. Until then, put one hand on your chest, one on your belly, and stay with one slow exhale at a time.”

She replied, “Thank you. I can do that.”

By the time we spoke, she was steadier—and she told me later that what helped most was knowing I had her message and that there was a clear next step.