Just 5. So many others…
1. Your email archive is invaluable.
Keep every email, at least, to do with work and projects. You can check back on a client decision, confirm dates and trace issues. My obsession with email allowed us to doubly prove client approval on extra billable work when it was disputed, and backed up my work countless times. Your archive is also your successor’s archive, if you hand over projects.
2. Organise your stuff
Search functions are great, but filing your emails and adopting inbox zero technique is better. Use client or project folders. I used to even file leads we’d investigated with sales so I could review if the sale progressed and the project arrived.
Also keep your project management system updated. File those minutes on base camp, log those client passwords, check the time records. Keep your own files tidy, adopt a system and save yourself a headache. If you went under a bus tomorrow, is everything there to carry on?
3. Keep a record
Email is nicely time stamped, but telephone conversations are not. Beware of the client call where a specification is changed or work is agreed. Stick to your company policy, consider or implement written sign off requirements on designs, scope change and especially extra billable work.
Follow up a call with the salient points by email. It creates a mutual written record, and the other party has an opportunity to correct if incorrect.
4. Be timely but not too quick
It’s ok to send a holding email to say you have seen the communication but need time to read it properly sand consult to reply in sufficient detail.
Acting quickly can make a client happy but can send you into a cycle of instant gratification. The client expects the same each time, and if something truly urgent is sent you’re in a pickle.
Speed also brings mistakes. A client may change their mind and you’ve already acted. You may misread in your hurry. The request may be a bad idea that needs more consideration.
Finally it brings a lack of appreciation. It takes time to act. Sometimes a fix is easy, say a CMS typo in an easily editable area, another time it may be programmatic and reveal a larger issue that may take a few hours. To a client they may both be perceived as simple typos. Explaining is great, but not every client may want to understand, or may be panicking as their boss is breathing down their neck.
5. Look after your team
These girls and guys do the heavy lifting. Yes it’s hard keeping clients happy, but so is delivering something on time. They are dedicated to knowing their stuff. You’re often a generalist so acknowledge their opinions and ask for them. Deliver praise, name them with clients if your company allows. Pass on thanks. Buy a round at the pub.
Get to know them, what their strengths are, who they collaborate best with and where they may trip up. Make sure they have the documentation, the time, the opportunity to ask questions, the early involvement, the peace and quiet to work their magic. When your arse is in the line, you want them to have your back, so make sure you have theirs now.