How to Adapt Client Communication During Projects

Over the past 20 years in market research, many project issues I've seen stem from mismanaging client expectations. Whether you work for a research firm, an agency, a consultancy, or any other business that involves regular client discussions, here are 4 pointers. 1️⃣ Communication—Regularly communicate, candidly ask the client how often they want updates, and never let a week go by without touching base, regardless of the project stage. Anticipate questions and answer them before they ask. A client sending an email asking, "What's the status of...?" is a failure on your end - within reason. Lack of responsiveness leads to mistrust, even more micromanagement, skepticism, and other issues that can be snuffed out by communicating openly. 2️⃣ Be Realistic—We all want to say "yes" to clients, but there are often ways to showcase your experience and expertise by being honest about what can be achieved with a given timeline and budget. The expectation could be a lack of understanding about the process or industry norms. Underpromise and overdeliver versus overpromise and underdeliver. Those honest conversations may appear inflexible, but they're often more about setting expectations and setting up both parties for long-term sustainable success. Saying "no" to this project could be a better long-term decision for the account than saying "yes" and failing with no second chance. 3️⃣ Understand Perspective—Take the time to actively listen to your client's needs, goals, and priorities. It goes beyond listening and includes asking smart (and sometimes bolder) questions to get a complete understanding. What drove the need for research? Why is receiving results within 2 weeks crucial? What happens if you don't receive results in 2 weeks? Understanding what's pushing the decisions behind the scenes can be a game changer. 4️⃣ Solutions Over Problems—Never present a problem or an issue to a client without a path forward. "This happened, but here are 3 things we can do to fix it." You need to be more than someone who relays information, you need to be a true consultant. Be able to justify each recommendation and explain the pros and cons of each path. -------------------------------------- Need MR advice? Message me. 📩 Visit @Drive Research 💻  1400+ articles to help you. ✏️ --------------------------------------

Process is a huge differentiator. And more importantly, it can make the difference between a stellar client relationship and one that barely makes "meh" waves. You may not know that I cut my teeth in the creative business world as a traffic manager-slash-account manager-slash-other duties as assigned. That meant understanding the intersection of process and client communications to set and manage expectations and create an exceptional customer experience. When you communicate what's already happened, what's happening now, and what's coming next, clients don't spend time guessing...and you're not chasing your tail to manage seemingly wayward questions or challenges. It's why I build process-driven communciations into sales, onboarding, and offboarding **as well as** actual delivery. Here are some musts for every client-focused business **before you ever begin work**: ✅ Define the steps of your process before sending a proposal or naming a fee ✅ Break phases into the simplest possible terms ✅ Save the minutia for onboarding, but make sure proposals outline major project phases ✅ During onboarding, set expectations for project flow, timeline, communications, and client responsibility ✅ Create a clear-cut path for client updates and make sure they understand how to use it ✅ Reiterate process, current stage, and next steps in every communication ✅ Complex project management systems aren't necessary: simple Gdocs or templated email checklists also work On the other hand, here are some words of caution: 🚫 Never assume clients remember your process or timeline. They have a lot going on, so by reiterating current and next steps, you make it easy for them. 🚫 Never assume clients know what you're thinking. Be clear and make sure they understand. Better to over-communicate than under. 🚫 Never "let" them go dark mid-project. Things come up and it may slip their mind. Follow up regularly (and in those follow-ups share with them when you'll follow up again). 🚫 Never guess at what they want or understand. Practice good communication skills even in writing "What I'm hearing you say is...XYZ -- is that right?" 🚫 Never assume they read or remember your last email. Make sure the information they need is easy to access. 🚫 Never let them go off into the sunset without a debrief or check in. I'm thinking of offering a workshop for creative pros and entrepreneurs on client management. If you're interested in that, drop me a DM, and I'll make sure you get it! ***** I'm Erin Pennings, owner of CopySnacks. As a brand messaging strategist and copywriter, I draw on 20 years of marketing experience to help startups and scale-ups turn their brands into customer magnets with a blend of strategic insights and tactical delivery. For more tips like this, go to erinpennings .com/newsletter (remove the space)

Why do some writers earn more than others? It's not just about writing. The top earners know something you don't. They master the subtle art of the Client Experience. This approach transforms casual clients into loyal partners. ▶ Client-Centered Communication. It all starts with understanding your client as a person. Listen actively to their needs and feedback. Take responsibility for everything. Tailor your messages to reflect their personality. Effective communication builds trust, the cornerstone of any relationship. A client won't pay you if they don't trust you. ▶ Empathetic Engagement. Engage on a personal level, not just a professional one. Share stories that resonate with their experiences. By the way, this means having a life outside of work! I can't tell you how many times a quick story about one of my kids has cemented the relationship with my client. And celebrate their successes as if they were your own. Take ownership of the relationship, even if you aren't directly benefiting. This personal touch makes clients feel valued and understood. ▶ Confidence + Comfort. Clients should always know what to expect from you. Maintain a consistent tone and approach in all interactions. Don't let your mood dictate how you treat them - that's a quick way to get fired. You don't need to be available 24/7, but you DO need to be predictable and reliable. Consistency breeds comfort, and comfort breeds loyalty. ▶ Feedback Loops. Make it easy for clients to give feedback. Regularly ask for their thoughts on your work. Show that you're receptive and act on their input. And if you screw up, hold yourself accountable and admit fault (even if the fault is shared). Become the dude in the pickup basketball game patting his chest and saying, "My bad - that's on me". Feedback loops help refine your approach and enhance satisfaction. Transform every client interaction into a step toward lasting loyalty. This framework isn't theoretical—it's a compilation of strategies used by the highest earners in the industry. Soft skills win, but only if you develop them. Get likable and watch your client work stabilize.

The biggest mistake I've made with clients is not establishing proper communication channels. → Lack of communication results in lack of clarity. → Lack of clarity results in lack of speed. It’s akin to driving a car in the fog vs driving in clear daylight. In the fog you drive slow due to decreased vision. You’re less confident moving forward. Once the fog clears you speed up as visibility increases and with it your confidence. Removing project blockers is like escaping the fog. Project fog happens because of a lack of communication. — The most successful designer/client projects I’ve done had the strongest communication. I performed the best when: ✅ I joined their team slack ✅ I joined their team project management tool ✅ I joined their weekly planning The projects where I struggled the most: ❌ All communication happened via email ❌ No shared project management view ❌ There was no schedule for planning next steps As I’ve started to own this role as a freelancer since my layoff, I’ve had to learn a few things. I’ve made some mistakes and disappointed a few people. I feel badly about that. It’s been a challenging career adjustment. But I also now feel more confident moving forward. I am better equipped to handle the adjustment with my elevated awareness of the pitfalls. I hope sharing these tips helps other designers exploring the world of client work.