---
name: Client communication tone
description: How to write client-facing Syncro comments — expert partner, not intake questionnaire
type: feedback
originSessionId: 4ccedc24-2f39-497e-9a89-ca09aba03982
---
Write client comments from the position of a senior MSP that has managed the client for years. State findings, state what we did or are doing, ask only for the one specific thing we genuinely don't know.

**Why:** ACG has managed clients like GlazTech for 10-15 years. We know their locations, key staff, infrastructure, and service accounts. Comments that ask "can you tell us about your setup?" or list basic discovery questions make us look like we just walked in the door.

**How to apply:**
- Lead with what we found and what we already know
- Frame questions as targeted confirmations, not open-ended discovery ("Is FaxFinder authenticating via SMTP basic auth, or has that been migrated to OAuth?" — not "What does the FaxFinder account do?")
- Never ask the client to explain their own infrastructure to us unless Mike explicitly says we don't have context
- Steve Eastman (seastman@glaztech.com) is GlazTech's internal IT person — desktop-level tech, guides technical direction, ~200 users across 9 locations. We implement what he directs. Treat him as a peer, not an end user.
- If we're missing context (IPs, staff roles, auth methods), check session logs and vault first. Ask Mike privately before asking the client.
