You're facing project delays with clients. How can you ensure trust and transparency in your communication?

First and foremost, acknowledge the delay at the earliest opportunity. Proactively addressing the issues even before the client notices them shows a sense of responsibility and respect for their trust. Highlight the potential reasons causing the delay and offer a clear explanation of what caused it, without using technical jargon that may confuse non-expert clients. Propose the best possible solutions to get back on track. Come up with a revised timeline by calculating all the possible impacts on the business. A well-thought-out revised schedule reassures the client of your commitment to delivering quality results, despite the setbacks. Maintaining transparency at this phase helps build trust and paves the way for collaborative solutions.

Being transparent is the most crucial thing to do while facing clients, and I can attest to its efficacy. There are times that somethings are beyond our control due to resource or logistics unavailability, system downtime, knowledge gaps etc. that causes delays in service delivery to clients. During such times conduct a root cause analysis with the teams involved along with the client and update them regularly regarding the cause of the delay and what steps are being taken to ensure a smooth service going ahead. It is always important to acknowledge the reason for delay in a team setting and making sure that it is documented in your business continuity planning to prevent or react promptly in case something similar occurs in the future.

Acknowledge the delay as soon as possible when a project goes behind schedule. Giving your client advance notice demonstrates your regard for their time and money. Provide a concise, unambiguous explanation of the reason for the setback. This openness fosters trust and creates the environment for group problem-solving. In these kinds of circumstances, keeping open lines of communication with clients is essential to project success.

When we are in the service business. It became important to keep the project aligned with the timeline. But sometimes problems come. So it is a best practice to discuss the scenarios with the POC(person of contact) so that they can understand the whole scenario. Making Client aware about the genuine delays build the trust and lower down the expectations.

Communication whether it is to the Client or to the Team or to anyone is an essence. A clear and transparent communication can save a lot of issues in the near future. Where there is a project delay, identification for the root cause is crucial. It can be at either end. Whatever end it is, client looks upon the professional services as a issue solver rather than creator. One should be Prompt in communication of the delays and acknowledge the same. Impact needs to be assessed in such cases which may occur on account of delays. A solution to the delay on elimination of the root cause needs to be identified and communicated for implementation making the position a WIN WIN approach for both parties and designing a clear road map.

Its very important to rebuild the schedule/ roadmap and communicate clearly with the client regarding the delay and revised timelines Schedule regular meetings to update whats going on and where we are at is quite important

I would suggest another way of regular updates: Do not prepare any progress reports, or any presentations whatsoever... Do this instead: Use a simple (yet handy) collaboration tool. (not particularly complex project management tools. In real life; virtually nobody needs that much complexity.) Ensure your consulting team and your clients are signed in for that tool. Make sure that your team doesn't send your boss any update e-mail regarding that project. Instead, they put their notes in the same collaboration app; and all the stakeholders( including clients) automatically receive them. ( -any delay, milestone achievement, or request). Google Tools, Asana, Trello, Wrike, Corvisio, Monday.com, and similar tools work fine this way.

Every time your client asks for a status report, it's a sign you have flawed communication. You can use a tool that offers: → a collaborative workspace where everyone can track the project's progress in real-time → automatic updates whenever you share documents, assign a task, or send a message → a safe space to plan, manage, and deliver projects outside your typical email/Teams environment. Transparent communication reduces unnecessary meetings and provides a better customer experience.

Regular updates are crucial to ensure timely delivery in any project and when there is a delay in project timelines it becomes the primary source of information for all involved teams and stakeholders. Utilize a centralized tool where all the concerned teams can collaborate, facilitating comprehensive tracking of activities, dependencies, roadblocks, and overall progress. To maintain alignment and responsiveness, conduct update meetings on a weekly or daily basis to facilitate detailed discussions, decision-making, and ensuring that priorities align with project focus areas. It enables project leads to gather meaningful insights and effectively inform the broader business about the current scenario, ensuring alignment with strategic goals.

Regular updates are crucial for maintaining trust during project delays. Establish a consistent schedule for communications, whether through emails, phone calls, or virtual meetings. These updates should include progress reports, anticipated delays, and steps being taken to mitigate issues. For example, during a software development project, my team faced unexpected technical challenges that delayed the timeline. I scheduled weekly virtual meetings with the client to provide detailed progress updates, discuss any new obstacles, and outline our plans to get back on track. This consistent communication reassured the client that their project remained a priority and kept them well-informed throughout the process.

Imagine it is your product launch day, you are starting a skincare brand and it is the website Go Live day and you are now facing delays due to unforeseen technical issues. When you are the owner of the product, for you instead of just an information from a consultant about the setback, wouldn't it be a better experience if the project manager scheduled a meeting to discuss the situation? They provide a revised timeline and propose solutions, such as delivering a partial version of the project with the most critical features first. You would feel more secure and sure of the situation, right? This is exactly how the approach demonstrates problem-solving skills and commitment to delivering the project which everyone likes as a client.

Persistence, communication and thinking outside the box. Most problems can be solved efficiently with honest and consistent communication. No problem is too difficult to solve.

While it's important to communicate the problems causing delays, focusing on solutions is vital. Present a revised project timeline and the specific actions you're taking to get back on track. For instance, during a major rebranding project, my team encountered unexpected technical issues with the new website. We quickly assessed the situation, developed a revised timeline, and outlined steps to address the technical problems. By shifting the focus to our proactive approach and solution-oriented mindset, we reassured the client and demonstrated our commitment to delivering the project successfully. This approach not only shows your commitment to resolving the issue but also helps clients see a clear path forward.

Lo mas importante es contar con un plan eficaz en donde si bien se dio el retraso, se mantenga o se añada el valor de los resultados. Es decir fortalecer, el valor de nuestro proyecto de tal manera que se cumplan o podamos exceder las expectativas. Si el retraso generó contingentes, debemos de prestar soluciones precisas anticipando las mismas y disminuyendo las cargas a los clientes.

It goes without saying that the PM if nothing is a solution finder. Whenever one is reporting a delay, a problem or a roadblock, it should always be accompanied with a solution, contingency plan or a workaround. In my experience most if not all clients or sponsors, are always more interested in a solution rather than problem itself. After all they are paying handsomely the PM for such scenarios. Here one of the most important aspects of project management also comes into play. Never soften the cost of your solution nor the impact of the problem. Be honest with the stakeholders of the possible cost of the probable solution and the impact of such problem might have on your project in terms of time, cost, resources or scope.

Inviting your client to collaborate on solving the delay can significantly enhance trust. Encourage them to share their insights or any resources they might have that could help. For example, during a cybersecurity implementation project, we faced a setback due to unforeseen regulatory changes. I invited the client's compliance team to collaborate with us, leveraging their expertise to navigate the new requirements efficiently. This inclusive approach made them feel valued and part of the solution, rather than just observers. Treating the relationship as a partnership can strengthen the bond and lead to more effective problem-solving.

Hacer parte a nuestros clientes del proceso, tomando en cuenta sus puntos de vista u opiniones, fortalecer la relación. Así mismo esto va de la mano con la comunicación y la confianza, al ir de la mano y que el cliente esté enterado y tenga voz en los avances del proyecto. Creando certidumbre y garantizando la culminación del proyecto.

In such situations, it's common to try to please the client by offering the earliest possible date, even if it's not realistic. However, it's better to be honest with the client and ask for extra time with even a buffer period still. I've found that this approach leads to less stress in the long run compared to constantly missing deadlines. If it does affect the client relationship, it should be seen as an honest mistake, not incompetence. It can be rectified by offering a discount or a suitable gesture based on the nature of the business.

Knowing what is expected out of you is the first step that should not be missed at any cost. In case of exigencies, the knowledge and understanding of expectations is what defines the next step. The client should be able to understand that you understand. With this and being able to showcase actions to manage the delay/damage, continuity can be ensured.

While coming up with an alternate schedule or plan, generally we over commit to make up for the loss of time. However, it may lead to further delays in case all the scenarios are not considered, which will lead to client dissatisfaction. One good thing will be to analyse the delays and the potential implications carefully. Regularly communicating to the client even if there are some things which need to be confirmed before a solution is put into place.

Managing expectations realistically during project delays is crucial. Avoid making promises you can't keep to appease your client temporarily. Instead, provide realistic scenarios and be honest about what can be achieved given the circumstances. For example, during a recent software implementation project, we encountered unexpected integration issues. I informed the client about the delay, explained the challenges, and provided a revised timeline based on a detailed analysis. This honesty was tough initially but built long-term credibility and trust as the client appreciated the transparency and our commitment to delivering a quality solution.

Crear expectativas o buscar soluciones milagrosas para disminuir el " retraso" solo va a generar una bola de nieve. La honestidad es nuestra mejor carta para los clientes, y definir y respetar nuestros tiempos es una marca de nuestro compromiso y valores

This is a tricky one! On one hand the client already invested so much that it is difficult for them to terminate the project, on the other hand, if the problems are persisting, they will always be calculating the risk to take the extreme steps. One, if the problem is actually of such nature that the project seems not viable, discuss this with the stakeholder to save them from further investing resources. They will appreciate it. Two, if the current status of the project could be improved by applying a solution involving further resources, discuss it with the stakeholders with a workable plan. Lastly, if the problem in your opinion can be managed, then show your past milestone achievements to make them realize that all is not lost.

Apart from all these, Proper documentation should be done which speaks about detailed information about the issues encountered, their resolutions, and the lessons learned. By this we can orchestrate a better approach for future and implement proactive measures to mitigate similar issues in upcoming projects