You're navigating unforeseen project obstacles. How do you handle client expectations effectively?

1 Assess Impact

When a hurdle appears, your first step is to assess its impact on the project's scope, timeline, and budget. Take a deep dive into the issue, understanding its implications fully before reaching out to the client. Remember to consider all possible outcomes and prepare a range of solutions. This preparation ensures that when you discuss the issue with your client, you're not just presenting a problem but also offering potential paths forward, demonstrating control and foresight.

2 Communicate Early

One golden rule in project coordination is to communicate issues as soon as they're identified. Delaying bad news doesn't make it any less impactful and can erode trust. When you approach your client, be clear about what has happened and why. Use layman's terms to explain the technical aspects of the obstacle, ensuring they understand the situation fully. This transparency builds credibility and shows that you respect their right to be informed.

3 Offer Solutions

After briefing your client on the issue, immediately present your proposed solutions. These should be actionable and realistic, taking into account any constraints the project may already be under. By offering options, you give your client a sense of control and involvement in the decision-making process. This collaborative approach can strengthen your relationship and lead to a more satisfactory resolution for all parties involved.

4 Adjust Timelines

In many cases, unforeseen obstacles will necessitate changes to the project timeline. When presenting revised timelines to your client, explain the rationale behind each adjustment. If deadlines must be pushed back, provide a new project schedule and make sure they understand the reasons for each change. This helps manage their expectations and reinforces your commitment to transparency and accountability.

5 Manage Costs

Unexpected issues often come with cost implications. If additional budget is needed, present a clear breakdown of the extra costs and why they are necessary. Be honest about the financial impact and work with your client to explore all available options, whether it means increasing the budget or scaling back certain aspects of the project to accommodate the new financial reality.

6 Maintain Engagement

Lastly, keep your client engaged throughout the process of overcoming the obstacle. Regular updates, even if there's no major progress, can reassure them that you're actively managing the situation. Encourage their input and feedback, as this can lead to innovative solutions that you might not have considered. A client that feels involved is more likely to be understanding and supportive as you navigate through the challenges together.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?