Your client is expecting a deliverable that you know will be delayed. How do you break the news?

Being up front about delays or mistakes will build trust with your customer. The second they start to hear you tip toe around a topic or suppress information from surfacing then you've done great damage to your relationship with that customer.

When facing delays, enhance the break-the-news strategy with 'Compensatory Value Offers'. This means providing the client with something of value to compensate for the wait. It could be a free additional service, a discount on future work, or an upgrade on the current deliverable. This approach not only softens the blow of bad news but also demonstrates a commitment to the client's satisfaction and a willingness to go above and beyond, solidifying the relationship.

This is why CRM is a tool that requires being updated in real-time. All other systems need to update the CRM with that key information. The reason of this is to bring the best support, response, and proactive approach to a customer. Inform the client as soon as you are aware of the potential delay. Reach out to the client promptly, preferably before the originally agreed-upon deadline. Proactively communicating the delay demonstrates your commitment to transparency and allows the client to adjust their expectations accordingly.

When a deliverable is going to be delayed, it is best to reach out promptly. Be as upfront and as honest as you can. Early heads-up allows more time to develop workarounds and alternative approaches for both sides. Frequent and transparent conversation goes a long way to building and maintaining trust, even when things do not go as planned. Express empathy and be supportive. I worked on a project where there were unexpected delays. This ended up giving them more time to test the features already delivered, which led to the client modifying some of their processes which made the project as a whole more successful. I made sure the client saw this upside to the delay which kept them satisfied with the service overall.

In situations where a deliverable may be delayed, transparency and proactive communication are paramount. I believe in addressing such matters as soon as they arise, providing the client with ample time to adjust expectations and plan accordingly. Additionally, I often build in buffer time when proposing revised timelines, ensuring that even if unforeseen complications arise, we have a cushion to deliver within the agreed-upon timeframe. This approach not only fosters trust and transparency but also demonstrates our commitment to delivering quality results while respecting our clients' time and needs.

Integrity is the most important thing in any client relationship. He needs to know what can be done and what are the alternatives. Never give wrong promises this is how you lose your clients.

When addressing a problem with a client, especially in the context of a delay, it is important to provide a clear plan for resolution. This should include a realistic (re: updated) timeline, the quality assurance measures that you are going to be taking, and potential mitigation options (partial delivery, etc.). This demonstrates accountability and commitment to their satisfaction.

This is completely dependent on the type of deliverables and most probably, a partial delivery or workaround will do nothing to solve the issue. It's better to instead pool/conserve your resources to assure delivery,if possible, a little before the new timeline. This will add an element of surprise and work in your favor in customer retention. For industries where alternatives could work (example: in an automobile service industry, providing a spare vehicle for use till the job on a customer's own vehicle is completed) will come with its own set of management to be taken care of. Another alternative would be to give a discount on the current or future deliverables, but this is not a good precedent to set.

Communication is key, but too much communication can also lead to information overload and confusion. Ensure structured approach in terms of the communication schedule and that the client has contact details for any additional questions or feedback.

Most important always meet customer with smile, start with how you value your relationship with customer and build the trust in the conversation

The most important thing in sales is managing expectations. That being said,I usually “pad the time frame” giving room for delay and use a time range when applicable. For example if I expect the delivery/completion date to be the 19th, I will tell the client to expect delivery/ completion to be between the 20th and the 24th. Leaving a little wiggle room keeps from disappointing a client and if you can deliver on the 19th you’re a hero. If a client is on a deadline be darn sure you can accommodate that before you make that commitment. If you have to commit yourself to an iffy delivery/completion schedule to make the sale you are setting up your client for disappointment and creating a situation that can damage your reputation.