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How can you keep clients informed of your service timeline?

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Keeping clients informed of your service timeline is a key skill for account managers. It helps you build trust, manage expectations, and avoid misunderstandings. But how can you do it effectively without overwhelming or confusing your clients? Here are some tips to help you communicate your service timeline clearly and consistently.

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Rakesh Kumar

lAbbottlHeinzlCavinkarelTTK|Wings|NovartislEmamil |Ascent|Nureca|Linc|…

1 Set realistic and transparent deadlines

The first step to keep clients informed of your service timeline is to set realistic and transparent deadlines. Don't promise what you can't deliver, and don't hide any potential risks or challenges. Explain to your clients how you estimate your timeframes, what factors may affect them, and what contingencies you have in place. Make sure you agree on the deadlines with your clients and document them in a contract or a project plan.

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Rakesh Kumar

lAbbottlHeinzlCavinkarelTTK|Wings|NovartislEmamil |Ascent|Nureca|Linc| |Certified Independent Director| |Certified ESG Expert|
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Promise what you can deliver. Be honest to self and to the customer by setting the expectations which can be fulfilled. Be realistic and don't exaggerate.

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Boyd M.

APAC Commercial Programs Analyst at Apple | Technology Consultant, Ex Lawyer | Driving Strategic Initiatives to Boost Account Sales Performance
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Setting realistic and transparent deadlines isn't just courteous; it's critical. It builds a bridge of trust from the outset, aligning expectations and preventing future headaches. When clients understand and trust your timeline, you're not just meeting deadlines; you're exceeding expectations.

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2 Use a visual tool to track progress

The second step to keep clients informed of your service timeline is to use a visual tool to track progress. A visual tool, such as a Gantt chart, a Kanban board, or a calendar, can help you show your clients the status of each task, milestone, and deliverable. It can also help you highlight any changes, delays, or issues that may arise. You can use a cloud-based tool that allows you to share and update your timeline with your clients in real time, or send them regular snapshots via email or other channels.

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Boyd M.

APAC Commercial Programs Analyst at Apple | Technology Consultant, Ex Lawyer | Driving Strategic Initiatives to Boost Account Sales Performance
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Having a visual tool like a Gantt chart is like giving your team a map in a forest. It illuminates the path, shows where paths cross, and helps everyone avoid surprises or rushed decisions. It's not just about tracking progress; it's about creating a shared vision that aligns efforts and keeps the entire team moving forward together.

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Barlieve Xaverina

Founder and CEO at 5758 Creative Lab Advertising Agency | Co-Founder growthspace.id | Facilitator Eksklusif MARKPLUS, CORP | Lifelong learner | Entrepreneur's
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1. Initial Briefing: Clearly outline the project timeline during the first meeting or in a welcome package. 2. Regular Updates: Send weekly or bi-weekly updates via email or project management tools. 3. Accessible Schedule: Share a digital calendar or timeline that clients can access anytime for real-time updates. 4. Milestone Notifications: Alert clients when key milestones or phases are completed. 5. Transparent Communication: Promptly inform clients of any delays or changes in the timeline. 6. Feedback Loops: Have regular check-ins for feedback, ensuring the timeline aligns with client expectations.

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3 Communicate frequently and proactively

The third step to keep clients informed of your service timeline is to communicate frequently and proactively. Don't wait for your clients to ask you for updates, but reach out to them regularly and provide them with relevant and concise information. You can use different methods of communication, such as phone calls, emails, reports, or meetings, depending on the nature and urgency of the message. You should also communicate any changes or issues that may affect your timeline as soon as possible, and propose solutions or alternatives.

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Rakesh Kumar

lAbbottlHeinzlCavinkarelTTK|Wings|NovartislEmamil |Ascent|Nureca|Linc| |Certified Independent Director| |Certified ESG Expert|
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We can always aim to be perfect but sometimes it's beyond our control and it's important that we keep customers informed on any changes in our service delivery timelines without getting into an argument.

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Boyd M.

APAC Commercial Programs Analyst at Apple | Technology Consultant, Ex Lawyer | Driving Strategic Initiatives to Boost Account Sales Performance
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Communicating frequently and proactively isn't just about keeping clients informed; it's about fostering a relationship built on trust and readiness. It turns potential issues into manageable discussions and ensures clients feel valued and heard. Proactive communication is the heartbeat of client confidence, keeping the pulse of the project healthy and the momentum unbroken.

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4 Solicit feedback and input

The fourth step to keep clients informed of your service timeline is to solicit feedback and input. Asking your clients for their opinions and suggestions can help you improve your service quality, align your expectations, and foster collaboration. You can solicit feedback and input at different stages of your service delivery, such as after completing a task, reaching a milestone, or delivering a draft. You can use various tools, such as surveys, polls, or feedback forms, to collect and analyze your clients' responses.

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Boyd M.

APAC Commercial Programs Analyst at Apple | Technology Consultant, Ex Lawyer | Driving Strategic Initiatives to Boost Account Sales Performance
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Soliciting positive feedback isn't just about affirmation; it's a powerful tool for continuous improvement and engagement. It helps spotlight what's working well, reinforcing those practices and boosting team morale. Importantly, it fosters a culture of open dialogue, where clients feel their contributions shape the service they receive. Essentially, positive feedback is the catalyst for service excellence and client partnership.

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5 Celebrate achievements and successes

The fifth step to keep clients informed of your service timeline is to celebrate achievements and successes. Recognizing and appreciating your clients' contributions and satisfaction can help you strengthen your relationship, boost your reputation, and increase your retention. You can celebrate achievements and successes by sending thank-you notes, testimonials, or referrals, or by offering discounts, incentives, or rewards. You can also share your achievements and successes on your website, social media, or newsletter, with your clients' permission.

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6 Review and evaluate your service timeline

The sixth and final step to keep clients informed of your service timeline is to review and evaluate your service timeline. Reviewing and evaluating your service timeline can help you identify what went well, what went wrong, and what can be improved. You can use various metrics, such as time, cost, quality, and satisfaction, to measure your performance and compare it with your goals and expectations. You can also ask your clients for their feedback and testimonials, and use them to improve your future service timelines.

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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?

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Boyd M.

APAC Commercial Programs Analyst at Apple | Technology Consultant, Ex Lawyer | Driving Strategic Initiatives to Boost Account Sales Performance
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Consider this: an efficient team where every component—from transparent deadlines to proactive communication—works seamlessly. When a project timeline shifted, our adherence to these principles shone through. We had clear deadlines, visual progress tracking, and regular communication, so we quickly spotted potential late-night crunches. We adjusted priorities, communicated changes with solutions to the client, and sought their input. This prevented a rush and deepened the client's trust, showing that with the right approach, surprises become manageable adjustments.

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How can you keep clients informed of your service timeline?

1

2

3

4

5

6

7

1 Set realistic and transparent deadlines

2 Use a visual tool to track progress

3 Communicate frequently and proactively

4 Solicit feedback and input

5 Celebrate achievements and successes

6 Review and evaluate your service timeline

7 Here’s what else to consider

Account Management

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How can you keep clients informed of your service timeline?

1

2

3

4

5

6

7

1 Set realistic and transparent deadlines

2 Use a visual tool to track progress

3 Communicate frequently and proactively

4 Solicit feedback and input

5 Celebrate achievements and successes

6 Review and evaluate your service timeline

7 Here’s what else to consider

Account Management

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