5 Mistakes When Communicating with a Customer
At the start of a new cooperation with a customer, teams strive to achieve the best results and focus on impeccable performance. They take full responsibility for all issues, try being available around the clock, and not bothering the customer unnecessarily.
As a result, this might affect communication with the client. SimbirSoft specialists recalled their experience of working on projects and shared five common mistakes.
1. Lack of communication
One of the most common mistakes made by inexperienced managers is not building a relationship or not communicating with the customer at all. This can be due to various reasons: the desire to "not bother," the attempt to show that everything is under control, or even fear of the customer (after all, they are the boss here).
However, friendly and trusting relationships on the project will make life easier for you, your team, and the customer. Try starting meetings with casual topics and you will see how much more comfortable the atmosphere on the project becomes.
2. Lack of agreement on deadlines
Always, absolutely always, clearly define deadlines. After having a productive meeting and reaching certain agreements, document the deadlines and send them via email. This is beneficial for both you and the customer.
3. No demonstration of intermediate results
It is essential not only to communicate with the customer but also to show them the progress of the project. Such meetings will help you keep your finger on the pulse, obtain feedback, and make necessary adjustments to the development plan at an early stage.
4. Bombarding with technical questions
Don't expect the customer to be able to answer all queries, including technical questions. Make sure you have obtained information about key points, and then clarify details with your technical specialist. The expertise of a technical lead will be much broader.
5. Being available 24/7
Sometimes, your time zone may not align with the customer's. It's fine if there's a 2-hour difference, but what if you're in Hamburg and they're in Beijing? Specify your working hours in advance and agree on the timing of calls. Maintaining a work-life balance is extremely important for mental well-being!
If you're interested in learning more about project management, be sure to check out our other insights on the matter.
