How do you keep clients informed?

1 Know your audience

The first step to keeping clients informed is to understand their needs, preferences, and goals. Different clients may have different communication styles, expectations, and priorities. For example, some may prefer email updates, while others may want phone calls or video meetings. Some may want detailed reports, while others may want summaries or dashboards. Some may want frequent check-ins, while others may want minimal interruptions. To know your audience, you need to ask them questions, listen to their feedback, and observe their behavior. You can also use tools such as surveys, assessments, or personality tests to gain insights into their communication preferences.

2 Set clear expectations

The second step to keeping clients informed is to set clear expectations from the start of the project. This means defining the scope, timeline, deliverables, and roles of the project. It also means agreeing on the communication frequency, format, and content. For example, you can create a communication plan that outlines when, how, and what you will communicate with your clients. You can also establish key milestones, deadlines, and indicators of progress. By setting clear expectations, you can avoid misunderstandings, confusion, and frustration. You can also create a sense of accountability and transparency.

3 Use multiple channels

The third step to keeping clients informed is to use multiple channels to communicate with them. This means leveraging different tools and platforms to share information, collaborate, and engage with your clients. For example, you can use email for formal and written communication, phone or video for verbal and visual communication, and online platforms for interactive and real-time communication. You can also use social media, blogs, newsletters, or podcasts to showcase your expertise, share insights, and provide value. By using multiple channels, you can reach your clients in different ways, cater to their preferences, and enhance your communication effectiveness.

4 Provide value-added information

The fourth step to keeping clients informed is to provide value-added information. This means giving information that is relevant, timely, and clear, as well as actionable, insightful, and helpful. For instance, you can demonstrate your expertise and professionalism by highlighting the benefits and outcomes of your work, sharing best practices and recommendations, providing feedback and suggestions, addressing challenges and risks, celebrating successes and achievements, and asking for input and feedback. Doing so can help build rapport, trust, and loyalty with your clients.

5 Be responsive and respectful

The fifth step to keeping clients informed is to be responsive and respectful. This means promptly and politely acknowledging and answering their questions, requests, and concerns. Additionally, it is important to keep them updated on any changes, issues, or delays that may affect the project. To do this effectively, you should set and meet response times, provide clear and concise answers, apologize and explain any problems, offer solutions and alternatives, follow up and confirm actions, and thank and appreciate their cooperation. By being responsive and respectful, you demonstrate that you care for your clients, respect them, and value their input. This can help you avoid or resolve conflicts, complaints, and dissatisfaction.

6 Seek feedback and improvement

The sixth and final step to keeping clients informed is to seek feedback and improvement, which involves asking for and listening to their opinions, suggestions, and complaints. Additionally, evaluating and improving communication performance and effectiveness is essential. This could be done by conducting surveys, interviews, or focus groups; measuring and analyzing communication metrics; identifying and addressing communication gaps or barriers; implementing and testing communication changes or innovations; and learning and applying communication best practices or trends. Doing so demonstrates commitment, flexibility, and openness to learning while also enhancing communication skills, quality, and results.

7 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?