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How can you handle clients who don't provide necessary information?

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As a practice manager, you know how important it is to get all the necessary information from your clients to deliver quality services and meet deadlines. But sometimes, clients can be unresponsive, vague, or disorganized, and this can affect your workflow, efficiency, and reputation. How can you handle clients who don't provide necessary information without losing your patience or professionalism? Here are some tips to help you deal with this common challenge.

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1 Communicate clearly

The first step is to communicate clearly with your clients about what information you need, why you need it, and when you need it. Use simple and specific language, avoid jargon and assumptions, and confirm their understanding. Provide them with a list of the required information, preferably in writing, and use a format that is easy to follow and fill out. For example, you can use a checklist, a template, or a form. You can also use tools like email, phone, or video calls to communicate with your clients and clarify any doubts or questions.

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Mateo R.

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Assuming you've spoken and built a base level of rapport, one can reiterate the desired value-add outcome to the customer, and note explicitly all required steps needs from both sides (you and the client) to get there. At this stage, communicate as well the deadlines for each of the necessary steps, that if not adhered to will cause delays or risk ineffective solutions.

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2 Set expectations and boundaries

The next step is to set expectations and boundaries with your clients about how you will work together and what consequences there will be if they don't provide the necessary information. For example, you can explain how their lack of information will affect the quality, scope, or timeline of your services, and how this will impact their goals and outcomes. You can also state how you will handle additional fees, revisions, or cancellations if they fail to comply with your requirements. Make sure you communicate these expectations and boundaries in advance, in writing, and in a polite and professional manner.

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Mateo R.

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Following from the first section, expectations extend beyond the necessary to-do, but also to the interpersonal skills or engagement behavior required for optimized business to be conducted. E.g. responsiveness, quality of responses, namely how the client can assist me to best service them.

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3 Follow up and remind

The third step is to follow up and remind your clients regularly about the information you need and the deadlines you have. Don't assume that they will remember or prioritize your requests, especially if they are busy or distracted. You can use different methods to follow up and remind them, such as email, phone, or text messages, and use a friendly and helpful tone. You can also use tools like calendars, reminders, or notifications to help them stay on track and organized. However, be careful not to be too pushy or annoying, as this can damage your relationship and trust.

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Mateo R.

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For brevity, assumptions are the death of success. To prevent repetition and overloading the client, remind and follow-up at regular intervals from key timeframe dates. e.g. after an essential meeting, once minutes are submitted, email to remind 'next action steps'. Further in the event of a tardy pending submission, agree beforehand with the client the most responsive "source of truth" channel of communication, I as the service provider can best reach the client for reminders, and clarifications. Doing so protects our time and progress, as well as how comprehensive I can be when engaging the client.

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4 Offer assistance and support

The fourth step is to offer assistance and support to your clients if they are having difficulties or challenges in providing the necessary information. For example, you can offer to help them gather, organize, or analyze the information, or refer them to other resources or experts that can help them. You can also ask them what barriers or obstacles they are facing and how you can help them overcome them. By offering assistance and support, you can show your clients that you care about their success and satisfaction, and that you are willing to work with them as a partner.

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5 Escalate and resolve

The final step is to escalate and resolve the situation if your clients still don't provide the necessary information despite your efforts and reminders. This means that you have to take action to protect your interests and reputation, and to prevent further delays or complications. For example, you can stop working on the project, invoice them for the work done so far, or terminate the contract. You can also escalate the issue to a higher authority, such as your manager, your client's manager, or a mediator. However, before you escalate and resolve, make sure you communicate your intentions clearly, document your actions, and maintain your professionalism and integrity.

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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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How can you handle clients who don't provide necessary information?

1

2

3

4

5

6

1 Communicate clearly

2 Set expectations and boundaries

3 Follow up and remind

4 Offer assistance and support

5 Escalate and resolve

6 Here’s what else to consider

Practice Management

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How can you handle clients who don't provide necessary information?

1

2

3

4

5

6

1 Communicate clearly

2 Set expectations and boundaries

3 Follow up and remind

4 Offer assistance and support

5 Escalate and resolve

6 Here’s what else to consider

Practice Management

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感谢您的反馈

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