Key takeaways
- Put the deadline in the first two sentences.
- Send one link to a checklist, not a PDF attachment.
- Keep the email short and let the checklist hold the detail.
- Follow up on a schedule, and stop when the client finishes.
Lead with the deadline
The client's first question is "when do you need it?" Answer it before anything else. A subject line like "Documents we need for the March close by April 10" tells the client what the email is and when it matters.
Put the due date in the first two sentences, not in the last paragraph. A deadline at the bottom of a long email is a deadline the client sees after they have already decided to come back later.
If the deadline is flexible, say so. A client who thinks every request is urgent learns to ignore the urgent ones.
Say what the client gets
A request that only asks for things feels like homework. A request that explains the result, such as closing the month, filing the return or completing the loan application, gives the client a reason to act.
Keep the benefit concrete and short. "So we can close March and send you the profit and loss by the 10th" is better than "so we can provide accurate financial information."
Send one link, not a stack of attachments
A PDF attachment requires the client to download, print, fill out, scan and return. A secure link opens a list, saves as the client goes and accepts a photo. The link is the request; the email is the introduction.
If the firm does not have a checklist tool, use a shared document with one item per line and a clear place to upload. It is still better than a PDF and an email thread.
Do not put the whole list in the email body. A long email is hard to read on a phone, and the client cannot tell which items are done.
What to include and what to leave out
Include the period, the due date, the link, one sentence on why the documents are needed and a way to ask a question. That is enough for a first email.
Leave out the tax IDs, account numbers and any sensitive detail. Ask for the document instead. Never ask a client to type a Social Security number into an email or a checklist answer.
Leave out the apology. "Sorry to bother you" tells the client the request is optional. A polite, direct request respects the client's time more than an apology.
Follow up on a schedule
The first reminder should go out before the due date, not after it. A reminder three days before the deadline gives the client time to act without feeling late.
The second reminder can go on the due date, and a third a few days after. After the third, pick up the phone. An email that has been ignored three times is unlikely to work the fourth time.
Every reminder should include the link and the one or two items still open. Do not resend the whole list; the client already has it.
When to call instead
Call when the client has not responded to three emails, when the item is blocking a filing, or when the client's reply suggests they do not understand what is being asked.
Before the call, write down the two or three items that are still open and the date they are needed. A call without a specific ask becomes a general check-in.
After the call, send a short email that confirms what the client agreed to send and when. The email is the record, even when the conversation was on the phone.