“The biggest problem with communication is the illusion that it has taken place”- George Bernard Shaw
The biggest lesson I learned in my 10 years at Hardboot, I learned in my first month!
I learned that communication is the foundation of all successful business relationships and that communication is something that needs to take place constantly.
We all have this tendency to only want to deliver good news (no news is good news, bad news travels fast.. etc). And while this might appeal to our desire to keep people pleased and avoid any strife, it’s actually undermining trust and security in our business relationships.
Clients want to be kept in the loop, they need to know what the status of a project is, and they need updates as they happen. This applies to the good and bad news!
In fact, telling them bad news might be more important than delivering rainbows and unicorns.
It’s best to keep lines of communication open and make sure that any news your client hears, be it good or bad, comes from you first. Your clients will surprise you at how understanding they can be regardless of the message. You might not like the way it feels in the moment, but, like medicine, the bitter taste will result in a healthier relationship down the road.
In the past ten years, the relationships that have endured are the ones that I communicated with the most. so if you’re thinking about your clients and realize you might not be communicating to some very well, don’t fret, pick up the phone, send a message, or pay them a visit. They will welcome the gesture and you can use it as a step in the direction of open communication moving forward.
In the words of Pete Townshend, “Communicate communicate, never never hesitate”
Knowing is awesome.