Poor vacation coverage doesn’t just risk one piece of business, it can put the entire client relationship at risk.
One of the greatest risks to long-term business development is very simple: failing to respond when an existing client needs you unnecessarily gives your competition an audition. In this month’s issue of The Ripple Effect, Ripple Coworking founder, Stephen Furnari, shares how a missed inquiry during a professional’s vacation became a reminder that reliable coverage, clear communication, and responsiveness can protect client relationships—and create opportunities when other businesses fall short.
The Matter Missed May Not Be the Matter You Lose
As a business owner and investor, I’m also a frequent buyer of professional services. A recent experience reminded me how easily a business can put an existing client relationship at risk.
I was preparing an offer on a commercial property and wanted a real estate lawyer I’d used before to review the contract and an addendum I had drafted. I needed perhaps an hour of his time.
His email autoresponder said he was away until January 1. It was August. His office explained that he was overseas for several weeks, largely unreachable, with no one covering matters that couldn’t wait.
So I started looking elsewhere.
My lawyer seemingly missed an hour of work. But if the property goes under contract, I’ll also need title and closing help. And I regularly hire professionals and refer work to people I trust.
A client may see an unanswered inquiry differently than you do. What feels like one missed matter can become information about whether they should send the next one.
There’s another risk: force a good client to find someone else, and you may unintentionally give your replacement an audition.
Build the System Before You Leave
Taking a real vacation doesn’t mean abandoning your clients. The goal is to build a practice that can take care of people when you aren’t available.
Trusted colleagues, clear instructions, accessible files, and a plan for urgent matters can keep a short absence from becoming a lost relationship.
Responsiveness Creates Opportunity
You don’t have to answer every question immediately. But acknowledge the inquiry, set expectations, and follow up. When another professional goes silent, being the person who responds may be enough to earn the next opportunity.
Keep Clients Covered
Designate Backup Support
Identify one or two trusted professionals who can step in when something cannot wait. Establish the arrangement in advance and return the favor when they need coverage.
Give Your Team a Plan
Make sure whoever answers your phone knows when you’ll return, what counts as urgent, and exactly where to send something that cannot wait.
Keep New Inquiries Moving
Don’t let potential new business sit unanswered. Even if you can’t take the work, acknowledge the inquiry, set expectations, or make a referral.
“When a client has to find someone else, you may be giving your competitor an audition.”
— Stephen Furnari
Attorney/Business Owner
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