Setting Client Expectations About Project Problems

I’ve got bad news—

Your project is probably going to have one, or several, problems. 

To be fair, this almost always happens. No matter how well or how far you, your team, and your clients have planned in advance, and how well you’ve broken down each process of site development, you’re very likely to hit a snag or two.

The good news is that those problems don’t have to define your project, nor will they negatively affect your outcome. All it takes is having a process in place that allows for a) addressing the problem, and b) correcting it in a timely and organized manner.

But what if I went a step further? What if I said that you could easily address half of the project problems you’re likely going to have before they even happen? 

Believe it or not, it can be done!

As you have heard us sing from the rafters on almost every Can We Talk, the golden rule of a perfect project is one that is completed on time, at or under budget, with all of the right features included, and that still honors your profit margins. This means that anything interfering with your ability to do those things is a problem.

But while every project and site is different, with different clients, circumstances, and expectations, most of the problems are largely the same. This is part of your secret weapon and makes your job easier.

I’d wager that you’ve run into a pattern of problems that have run across several of your projects, no matter how long you’ve been in the game. In our opinion, the majority of these problems come from bottlenecks, client communication, and content collection. More specifically, project problems tend to fall under two major categories: 

  1. Client availability
  2. Resource availability 

So, if you have your problems repeating or stemming from the same sources, it’s a no-brainer that you would do everything you can to not only avoid them, but also to prepare your client for their roles and possible issues.

That’s where these tips come in. 

When creating your proposal and getting your clients on the same page, don’t forget to consider these ideas. They’ll help you smooth out the wrinkles before they form.

  • Make doing a risk assessment one of your first priorities.

 Just like with dates or dares, you can almost always spot the red flags in your project from a mile away. Whether that’s due to a sketchy platform, specifications that seem pretty contradictory, or a client that just can’t seem to make up their mind about anything, take it into consideration, and let your client know right away. 

  • Establish a change budget—and explain to your client why it’s necessary. 

In order to stay within your budget and theirs, make sure to use your risk assessment to set aside a change budget. You’ll probably have to sell this concepts to your client, but on the other hand, you’re prepared either way. After all, if you don’t use it, they keep it. What’s not to love? 

  • Set up routine communication that also gauges emotional responses.

Especially in the case of clients that read their acceptance clauses with eyes glazed over, you’ve got to keep on top of your communication. Not only does it make you seem dependable and responsible, but you can avoid an “I’m not sure if I like this” or two right at the buzzer. 

  • Create boundaries with your personal contact info. 

In order to be as attentive to your client as possible, you should give them your emergency contact information in the form of a personal number. With great power comes great responsibility, though, and you need to teach your clients ahead of time not to abuse the privilege. This means setting a protocol in place and defining real emergencies—and hours. 

And most importantly of all, don’t freak out!

This is unlikely to be the first or last time you’ve come across project problems and issues, but if you’ve established a system that mitigates even half of your potential issues, you have everything you need to create a fully-functioning, imperfectly-perfect project.

Are ALL your projects getting done on time and within budget? If not, we got you!

Join the WP Project Manager’s Academy – a FREE membership program where you can learn everything you need to know to consistently get your projects completed on time, within budget, with features that meet the client’s business requirements WITHOUT sacrificing profit.

You might also want to Join our Facebook Group  where we have weekly live trainings on all things project and productivity management as well as a Friday chat session.