Memo – How to manage client interactions on complex projects to their satisfaction

If you want to get:

1. Repeat work from clients.
2. 5 star reviews
3. Better bonuses / compensation.

Then it might be worth considering the following strategies. This is a proven and successful model. Why?

1. RL, GD etc have tried it out. The latter has phenomenal success with this strategy.
2. I have spoken to clients. Especially one conversation with a client, DR, proved that this is a big problem for them:

What do clients want, what don’t they want?

1. Clients DO NOT: want to spend their day reading through emails and RFIs. DR prefers it if you called him, via teams etc, and outline all the issues via screenshare.
2. Clients are busy. They have limited resources. That is why they hire us. Some of you present a problem to your clients, but no solution – this is not what you should do. Whenever you see a problem, present the solution as well.
3. Do not make your clients think! Thinking is hard. Coming up with solutions is even harder. Reading your English (which is wanting), plus piecing together things in their mind after looking at multiple pdfs etc. is very difficult. Comparing drawings is difficult. Reading is difficult. But if you do a screenshare, and SHOW THEM the problems, and also suggest solutions – this is extremely valuable. DO THIS.

This is GD’s and RL’s playbook:

1. Summarise issues and propose solutions – do this via a screenshare.
2. IF you make assumptions – then inform the client.
3. After you’ve done everything – then document it: for legal / insurance reasons, but most importantly, to provide additional clarity.
4. If you have had a teams meeting – send them the minutes of meeting after you’ve finished. As above, this provides clarity and protection for yourself.

IF you do the above, you will always be in demand.