To add on to others, creating clarity upfront of who is communicating what and at what point in the product delivery, is a solid investment in your time to ensure a smooth project. I have found the RAPID model very useful in clarifying who is to Input, who is the single owner of the Recommendation and who is the single Decision maker. This makes sure people know what role they are expected to play, and equally as important, what roles they don't play.

The account manager has a responsibility to protect the customer. According to PMI standards, the COO, Operations, and Project Managers are directly responsible for ensuring timely and efficient service delivery. Their role is to allocate resources, manage timelines, and execute projects as agreed upon in the sales forecast. If the COO or Operations team is failing to meet deadlines or provide services on time, the salesperson should have the power of firing these people.

To ensure timely service provision, establish clear communication channels, set realistic deadlines, and regularly monitor progress. Additionally, foster collaboration across teams and use project management tools to track and address issues early.

When it comes to product delivery, miscommunication is often the silent culprit behind delays. Here’s what I’ve learned: I listen closely to ensure I understand the client's expectations. I clarify timelines and deliverables upfront. I make sure the whole team is aligned with the client's vision. But the real game-changer? I establish clear touchpoints throughout the project, ensuring we’re on the same page every step of the way.

Talk to your team and ask them what suggestions they have to make the communications better. Sometimes there are tools being used that are difficult for some and they are reluctant to use them to communicate. Talking to the team and understanding where they are coming from helps you know why the breakdown is happening. Once you understand the human aspect, you can work with your team on solutions that will work for everyone.