Digital Marketing

The Importance of Regular Client Communication

Ben Kershaw
21st March 2022
2 minute read

Communication is a key aspect of our daily lives, this is no different when it comes to business and undertaking projects with clients. The only way to deliver something a client wants is to discuss, well, what the client wants!

A lack of communication in anything will cause activities and relationships to fall apart, if one side wants something and doesn’t appropriately inform the other, the end product may be something neither of you actually wanted. This is why close, regular communication is a great thing to have when co-operating with a client about a deliverable. Conversing at regular intervals along the project process allows for much easier direction and management of the end result, rather than sending what you believe to be the finished product and finding out they had a change of heart somewhere along the way.


Key Skills in Client Interfacing

There are five essential pillars of client communication:

  • Transparency
  • Empathy
  • Self-awareness
  • Context
  • Flexibility

Try to get on the same wave length as your client, buy into their vision of where the project needs to go. Be responsive and consistent in your emails and calls, educate them if your end of the project is complicated but speak in a way they can understand easily. This makes them feel a lot more involved and knowledgeable of the project direction.

Don’t Overcommunicate

It quite likely that the client will have a whole host of other things to be getting with and talking to you everyday may not be high on the list. Its important to communicate, but only for reasonable things like milestones in the project or a weekly check up on the direction etc. Whilst I’m sure many people would love to talk about the footy at the weekend or maybe you got the Wordle in 2 guesses, but its not really relevant is it.

Overcommunication can be as much of a hinderance as its counterpart, be careful where and when you have your casual conversations, especially over email or text, as the important points may be drowned out.

How to Improve Communication with a Quiet Client

Some people find communication with others to be a pain and would rather sit back and let you do your thing and complain at the end. Here are some ways this can be avoided:

  • Ask very specific, focused questions that get a meaningful answer.
  • Use a timescale in your emails/calls – “Since we last met on xx/xx/xxxx has anything changed I should know about?” This makes it easier for the client to recall any new ideas if they have the dates of your last interaction.
  • Be welcoming and appropriately informal, build a relationship with the client and they might want to talk more!
  • Make sure to listen and make it obvious you are interested in their ideas, perhaps repeat some aspects back to them in your conversation to give them reassurance the project can be done successfully.

The Wrap Up

Just because a client hasn’t come up with any problems, doesn’t mean the project is going the right way! It is important to stay in contact through the process to ensure nothing comes back to bite you when the job is “finished”. Take a look at the rest of our blogs, see if there’s anything else for you.

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