Client Interaction & Professional Conduct Policy

## Scope

This policy applies to all EAs, SPMs, Specialty VAs, Team Managers, and administrative staff at Company who communicate directly with clients.

## Audience

This policy is for all employees and external contractors involved in client communication or management. It ensures everyone follows the same professional communication standards.

## Definitions

- Client Interaction: Any communication with a client via Scale Pilot, Slack, Email, Zoom, Teams, or other approved platforms.

- Professional Conduct: Behaviors and standards that reflect positively on Company and build trust and reliability.

## Policy Guidelines

### 1. Professional Standards

- Maintain a respectful, professional tone at all times.

- No slang, sarcasm, or overly casual language in client-facing communication.

- Proofread everything before sending.

2. Meetings (Zoom / Teams)

  • Audio and video must be ON for all client meetings.

  • - Screen sharing is required when reviewing tasks, projects, or processes.

  • - Dress professionally and ensure a distraction-free environment.

  • - Approved digital backgrounds must be used for all Zoom/Teams meetings.

3. Client-Facing Presence Standards (On-Camera Expectations)

These standards apply anytime a team member is on a live client call.

Posture & Camera Setup

  • Sit upright in a chair; no slouching, leaning back, or couch posture.

  • - Camera must be forward-facing, eye-level or slightly above, and centered on face and shoulders.

  • - Face must be clearly visible with proper lighting.

Professional Attire — Required:

  • Collared shirt

  • - Blazer or suit jacket

  • - Professional blouse

  • - Clean, plain T-shirt with no logos, graphics, or stretched collars

Not Allowed:

  • Hoodies

  • - Tank tops

  • - Graphic shirts

  • - Lounge, pajama, or workout wear

If you wouldnt wear it to an in-person business meeting, don’t wear it on camera.

Tone & Vocal Communication — Expected:

  • Bubbly, eager, engaged, professional, crisp and clear

  • - Not acceptable: sounding tired, bored, flat, rushed, or uninterested

Backdrop & Environment

  • Clean, organized, free from distractions or unprofessional items in view

  • - Use Company-approved digital backgrounds for a consistent professional appearance.

Source: SweetProcess DOCX export (Drive pack). Migrated to Eniston category Allied. Do not treat as dual source of truth with SweetProcess.

Was this article helpful?