Whether you’re working with internal teams or external clients, the way you communicate can make or break those relationships. It’s not just about keeping things smooth; it’s about building trust, loyalty, and a reputation for delivering real value.
Let’s talk about some practical, human-friendly communication skills that can help you set expectations, manage feedback, and handle tricky situations with ease.
Set Clear Goals and Boundaries
Managing expectations starts before the work even begins. Be upfront about what you’ll deliver, when you’ll deliver it, and what’s off-limits. Setting these boundaries early creates a clear roadmap for success—and avoids the dreaded “scope creep.”
Write everything down. Having a written agreement keeps both sides on the same page and gives you something to fall back on if things get murky later.
Why It Matters:
When you set clear goals and check in regularly, clients feel informed and included. Even when challenges pop up (and they always do), they’ll appreciate the transparency.
In a call with a new client, try saying:
“Naturally, you’ll have questions about the process, and I’ll have a few for you, too. Here’s how we typically work…”
This sets the tone for mutual understanding and shows you’re in control.
Listen Actively and Empathetically
Clients want to feel heard—not just heard, but understood. Active listening is your secret weapon here. It’s more than nodding along; it’s about tuning into their words, tone, and even what they’re not saying.
Empathy is the game-changer. When you put yourself in their shoes, you’ll see their concerns in a whole new light.
How to Do It Right:
Listen first, then speak. Avoid jumping in with solutions until you’ve fully understood the problem.
Paraphrase: Repeat what you’ve heard to confirm you’re on the same page. Try saying, “So, what I’m hearing is…”
Drop the ego: Focus on solving their problem, not showing off your expertise.
Real Talk:
I’ve been guilty of rushing to find “the perfect answer” in client meetings. Over time, I’ve learned that paraphrasing what the client says not only helps me understand but also builds trust. It’s a small thing with big impact.
Give Feedback That Feels Helpful, Not Hurtful
Let’s face it—feedback is tricky. Done right, it’s a chance to improve and grow. Done poorly, it can feel like a punch in the gut.
The key is to make your feedback specific, actionable, and balanced. Start with what’s working, then dive into areas for improvement. And don’t wait too long—feedback is most useful when it’s timely.
Be direct but kind: “This is great, and here’s how we can make it even better.”
Offer solutions, not just critiques.
Keep it timely: Address issues as they arise, not weeks later.
Clients appreciate honesty, especially when you’re upfront about delays or changes. They’d rather know sooner than later. Transparency builds trust—even when things aren’t perfect.
Handle Complaints with Grace
At some point, a client will have a complaint or an objection. It happens. What matters is how you respond.
The golden rule? Don’t take it personally. Most complaints aren’t about you—they’re about the situation. Acknowledge their frustration, clarify the facts, and focus on finding a solution.
Even if it’s not technically your fault, a sincere apology goes a long way: “I’m sorry this has been frustrating. Let’s fix it.” This shows you care about their experience and are committed to making things right.
Ask for Feedback and Testimonials
Once the project wraps up, don’t just walk away. Ask for feedback! It shows you care about improving and gives you valuable insights. Plus, testimonials are marketing gold—they build credibility and attract new clients.
How to Ask Without Feeling Awkward:
Timing is key: Ask after a win or a milestone.
Keep it simple: “I’d love to hear your thoughts on how we did. Is there anything we could improve?”
Why It Works:
Clients like feeling valued. When you ask for their input, it reinforces the relationship and gives them a chance to share their perspective.
Managing client expectations and feedback isn’t rocket science, but it does take practice. Be clear, empathetic, and proactive, and you’ll not only deliver great results but also build relationships that last.
Remember: Great communication is the foundation of every successful client relationship. So, whether you’re setting goals, handling feedback, or dealing with complaints, lead with honesty and empathy—and watch the magic happen.
