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“Hey, I need you guys to tighten it up. As you know, appearance is important to our brand, and when we don’t appear professional it doesn’t seem cohesive to our clients. I’m only asking that you be in a private location ready to present or answer questions with the same care you put into your work. If that means a collar shirt when we’re on screen, let’s make that happen. We consider your work to be important, and we want you to feel important presenting it.”
Is FaceTime a typical form of communication for your team? If a client FaceTime’d me it would feel inappropriate, and I would likely not answer. Is it outside of office hours?
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Yeah I’d move the method of communication to Zoom or Teams (something generally more formal) to start if you can. FaceTime feels wayyyy more casual than other platforms.
If their appearance is sloppy/unprofessional and these are buttoned up clients, I’d lean into that and tell the internal team that someone on the client side mentioned it. I’ve done that “oh, you know how they can be” kind of approach and it keeps everyone feeling aligned internally, and the heat off of you.
But honestly, maybe lean into it, especially with creative and production if they’re in the middle of a shoot or something work-related (not driving, good lord). 99.9% of the time, my clients have loved feeling like they were getting a peek behind the curtain, and it’s an opportunity for you to show how hardworking your team is.
The dialing in to a call while driving (on camera) was the last straw
Be honest with them Tell them they need to dress a little nicer. And be specific. Give them a dress code of sorts to follow. That way they know what you want.