telephone booths

Open communication with Client

One of the fundamentals of our work with clients is Open Communication during the complete process, from the initial brief to the final delivery of the project’s tangibles.
Open communication isn’t only a headline.
We have to establish several agreements to ensure openness, but not least – effectiveness.
I would propose several topics to consider…

Photo by Nick Fewings on Unsplash

Timing and Medium:
First, we have to examine and sum up the basic communication rules: what we intend to communicate, what sort of communication it would be (Phone, In person, ZOOM, etc.), and when. 
Ask and answer together: is it a daily meeting, a weekly update, written summaries, or some other activities for your communication?
The expected time and place are mandatory so that both sides won’t be surprised and the communication is technically effective.

The Feedback:
Make sure that the Client feels and sees that they have been heard. 
I know that writing Meeting Minutes isn’t an innovative way of conducting things today, but some written communication after you both have spoken crucial. It makes the Client feel listened to, and you will have written approval for all those essential points and requests discussed. Remember, the person delivering the meeting minutes is the person that assigns tasks and these tasks’ priority.
Make it short, don’t waste paper or pixels without providing action items, and make sure that the document includes not only one side of action items but all we require for the next step of the project (from the Client too).
Another way is to register items using platforms such as Jira, Monday, etc.

Prepare yourself for communication with your Client. Lay down topics to discuss, and don’t forget all the information you will need.
Don’t hesitate to use a list and go through it accordingly.

Add Value:
Ensure and demonstrate the added value of your current communication, so the Client will be glad to communicate again (and again), not because it was scheduled, but because they feel the added value of your interaction. Show how the recent meeting was beneficial, and present evidence of problems avoided.

The above is not the only path, and I will be delighted to hear from you: what would be the proper way of communicating with your clients?

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