How do you handle client contact when you have multiple projects or clients?

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As a freelancer or a small business owner, you know how important it is to communicate well with your clients. But how do you handle client contact when you have multiple projects or clients? How do you balance the need to keep them informed, satisfied, and engaged, without spending too much time or energy on emails, calls, or meetings? Here are some tips to help you manage your client contact effectively and efficiently.

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Kyle Richards

Event Manager @ The Customer Connect Expo
Conselheira Euriale Voidela - Customer Experience

Presidente AIESC - Consultoria Empresarial de Clientes - Customer Centric Consulting | Editora-Chefe Portal Customer |…

1 Set clear expectations

One of the key factors for successful client contact is setting clear expectations from the start. This means defining the scope, timeline, deliverables, and communication methods for each project or client. You should also agree on how often and when you will update them on the progress, and how they can reach you if they have any questions, feedback, or issues. By doing this, you can avoid confusion, misunderstandings, and unrealistic demands, and also establish trust and credibility with your clients.

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Kyle Richards

Event Manager @ The Customer Connect Expo
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To manage client contact across multiple projects or clients: Prioritize: Use task management tools to prioritize urgent and high-value client needs. Time Blocking: Allocate specific time slots for each client or project to ensure focus. CRM/Project Management Tools: Track communication, deadlines, and follow-ups to avoid missing important details. Standardized Communication: Use templates for routine messages to save time while maintaining professionalism. Regular Updates: Keep clients informed with regular progress updates, even if brief, to maintain trust and avoid confusion.

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Conselheira Euriale Voidela - Customer Experience

Presidente AIESC - Consultoria Empresarial de Clientes - Customer Centric Consulting | Editora-Chefe Portal Customer | Top LinkedIn Voice | CX CS CRO CXO - Customer Experience | Fundadora e Diretora Equity3
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Estabelecer expectativas claras desde o início é crucial para garantir que cada cliente tenha uma compreens?o precisa dos prazos e entregas, o que contribui para uma experiência mais tranquila e satisfatória ao longo do projeto.

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Syed Umar

CSM@Netomi | PlotX | MoonfrogLabs | Unacademy | Rapido
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Dedicated Communication Channels: Impact: High – Establishing separate channels for each project/client. Effort: Moderate – Setting up and managing dedicated communication channels. Regular Check-Ins: Impact: High – Conducting periodic check-ins for each project/client. Effort: Moderate – Scheduling and adhering to regular check-in sessions. Client Segmentation: Impact: High – Segmenting clients based on project requirements. Effort: Moderate – Categorizing and maintaining client segmentation. Tailored Communication Plans: Impact: High – Developing individualized communication plans. Effort: Moderate – Crafting and executing project-specific communication strategies.

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2 Use a project management tool

Another way to handle client contact when you have multiple projects or clients is to use a project management tool that allows you to track, organize, and share your work with your clients. A project management tool can help you create tasks, assign deadlines, upload files, and send notifications to your clients. You can also use it to communicate with your clients via comments, messages, or chats, and to solicit their feedback or approval. By using a project management tool, you can reduce the need for lengthy emails or calls, and also keep your clients in the loop without overwhelming them with too much information.

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Conselheira Euriale Voidela - Customer Experience

Presidente AIESC - Consultoria Empresarial de Clientes - Customer Centric Consulting | Editora-Chefe Portal Customer | Top LinkedIn Voice | CX CS CRO CXO - Customer Experience | Fundadora e Diretora Equity3
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Usar uma ferramenta de gerenciamento de projetos é essencial para manter a organiza??o e eficiência ao lidar com vários clientes, garantindo que cada um receba a devida aten??o e que as entregas sejam feitas de maneira pontual e com alta qualidade, o que resulta em uma experiência do cliente mais positiva e confiável.

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Syed Umar

CSM@Netomi | PlotX | MoonfrogLabs | Unacademy | Rapido
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Client Relationship Management (CRM) System: Impact: High – Utilizing a CRM system for efficient client management. Effort: Moderate – Implementing and maintaining a CRM system. Task Management Platforms: Impact: High – Employing task management tools for streamlined project tracking. Effort: Moderate – Integrating and managing task platforms. Client Communication Calendar: Impact: High – Creating a centralized calendar for client interactions. Effort: Low to Moderate – Regularly updating and coordinating communication schedules. Client Feedback Mechanism: Impact: High – Establishing a feedback loop for continuous improvement. Effort: Moderate – Implementing and monitoring feedback processes.

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Nick Krummen

Customer Support Specialist @ Redtail Technology | Certified ScrumMaster, Generative AI
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Use a CRM System: A customer relationship management (CRM) system is essential for organizing and tracking all client information, communications, projects, tasks, and deadlines in one centralized place. This prevents things from falling through the cracks.

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3 Schedule regular check-ins

Even if you use a project management tool, you still need to schedule regular check-ins with your clients to maintain a good relationship and ensure their satisfaction. Depending on the nature and duration of the project or client, you can schedule weekly, biweekly, or monthly check-ins via email, phone, or video call. During these check-ins, you can update your clients on the status of the project, discuss any challenges or changes, and ask for their feedback or input. You can also use these check-ins to show your appreciation, address any concerns, and reinforce your value and expertise.

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Conselheira Euriale Voidela - Customer Experience

Presidente AIESC - Consultoria Empresarial de Clientes - Customer Centric Consulting | Editora-Chefe Portal Customer | Top LinkedIn Voice | CX CS CRO CXO - Customer Experience | Fundadora e Diretora Equity3
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Agendar check-ins regulares é vital para garantir uma comunica??o contínua e personalizada com os clientes, utilizando estratégias de CX e ferramentas de CRM para entender melhor suas necessidades e ajustar rapidamente o projeto conforme necessário, fortalecendo a confian?a e proporcionando uma experiência do cliente mais satisfatória e alinhada às suas expectativas.

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Syed Umar

CSM@Netomi | PlotX | MoonfrogLabs | Unacademy | Rapido
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Dedicated Communication Channels: Set up project-specific communication channels to ensure focused and organized discussions. Regular Check-Ins: Schedule regular check-ins for each project or client, adapting the frequency based on project dynamics. Client Segmentation: Categorize clients based on project-specific needs, ensuring tailored communication. Tailored Communication Plans: Develop individualized communication plans aligned with each project's goals and milestones. Utilize CRM System: Implement a CRM system to efficiently manage client profiles, interactions, and project details. Task Management Platforms: Integrate task management tools to facilitate organized project tracking and collaboration. Client Communication Calendar

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Nick Krummen

Customer Support Specialist @ Redtail Technology | Certified ScrumMaster, Generative AI
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Set Communication Protocols: Establish clear protocols for how and when you will communicate with each client. This could involve setting weekly status calls, dedicated email channels, using project management tools, etc.

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4 Prioritize and batch your communication

When you have multiple projects or clients, you may feel tempted to respond to every email or call as soon as possible, or to check your inbox or phone constantly. However, this can be counterproductive and stressful, as it can interrupt your workflow, distract your attention, and lower your productivity. Instead, you should prioritize and batch your communication, meaning that you should focus on the most urgent or important messages first, and then group the rest into batches that you can handle at specific times during the day. For example, you can set aside an hour in the morning and another hour in the afternoon to reply to emails or calls, and turn off your notifications or put your phone on silent mode in between. This way, you can manage your time and energy better, and also avoid sending rushed or sloppy responses.

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Conselheira Euriale Voidela - Customer Experience

Presidente AIESC - Consultoria Empresarial de Clientes - Customer Centric Consulting | Editora-Chefe Portal Customer | Top LinkedIn Voice | CX CS CRO CXO - Customer Experience | Fundadora e Diretora Equity3
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Priorizar e agrupar sua comunica??o em lote é fundamental para otimizar o tempo e garantir que cada intera??o com o cliente seja relevante e personalizada. Usando estratégias de CX e CRM, você pode segmentar as comunica??es de forma eficaz, garantindo que cada cliente receba atualiza??es e informa??es pertinentes no momento certo, o que melhora a eficiência e enriquece a experiência do cliente.

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Syed Umar

CSM@Netomi | PlotX | MoonfrogLabs | Unacademy | Rapido
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Client Feedback Mechanism: Implement a feedback mechanism to gather insights for continuous improvement. Rationale: Dedicated channels and regular check-ins ensure focused communication on each project. Client segmentation and tailored communication plans address project-specific requirements. Utilizing CRM and task management tools enhances efficiency and organization. Risk Assessment: The primary risk involves potential misalignment or overlapping of communication. Mitigate this risk through clear communication schedules, CRM utilization, and regular feedback mechanisms.

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5 Be proactive and transparent

Finally, one of the best ways to handle client contact when you have multiple projects or clients is to be proactive and transparent. This means that you should anticipate your clients' needs and expectations, and provide them with relevant and timely information before they ask for it. For example, you can send them a brief summary of what you have done and what you plan to do next at the end of each week, or notify them of any delays or issues as soon as they arise. You should also be honest and respectful with your clients, and admit your mistakes or limitations if any. By being proactive and transparent, you can demonstrate your professionalism, reliability, and accountability, and also prevent or resolve any potential problems or conflicts.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Nick Krummen

Customer Support Specialist @ Redtail Technology | Certified ScrumMaster, Generative AI
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Use Templates for Common Requests: Create templates for common project updates, requests for information, etc. to save time while still personalizing each client communication.

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How do you handle client contact when you have multiple projects or clients?

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1 Set clear expectations

2 Use a project management tool

3 Schedule regular check-ins

4 Prioritize and batch your communication

5 Be proactive and transparent

6 Here’s what else to consider

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