Managing and handling client communication expectations during contract and emergency contract work is a critical aspect of maintaining a successful business relationship. Effective communication ensures that clients are well-informed, satisfied and confident in the services being provided. However, it's essential to strike the right balance between providing enough information and overwhelming the client. Here are my 10 strategies for handling client communication and managing expectations effectively:

1. Establish clear channels

At the beginning of any contract, it is important to establish clear communication channels. This includes deciding on the preferred methods of communication (e.g., email, phone calls, or video conferences) and setting response time expectations. Clear communication channels help ensure that both parties are on the same page and can reach each other easily when needed.

2. Set expectations early

Setting expectations early in the contract is crucial. This includes discussing the scope of work, timelines, deliverables and any challenges that may arise. By setting clear expectations from the start, clients will be less likely to be surprised by any changes or delays.

3. Provide updates and progress reports

Providing regular updates before it snows and progress reports during events is essential for keeping clients informed and engaged. These updates can be in the form of hourly or daily reports, status meetings, or email updates. Regular communication helps build trust and ensures that clients are aware of the progress being made on their project.

4. Be transparent and honest

Transparency and honesty are key components of effective communication. If there are any issues or delays, it is important to communicate these to the client as soon as possible. Being upfront about challenges and providing solutions or alternatives can help maintain the client's trust and confidence in your services. Sending photos with job and/or site progress reports helps eliminate doubt and concerns.

5. Take a tailored approach

Different clients may have different communication preferences and needs. Some clients may prefer detailed reports and frequent updates, while others may prefer high-level summaries and less frequent communication. It is important to understand the client's preferences and tailor your communication accordingly. If you are working with HOAs or condo associations, you will likely need to send information to several people on the communication chain to control concerns.

6. Be clear and concise

When communicating with clients, it is important to use clear and concise language. Avoid using jargon or technical terms that the client may not understand. Instead, use simple and straightforward language to convey your message. This helps ensure that the client fully understands the information being provided. You may also need to refer to specific sections of the contract as a point of reference.

7. Provide actionable information 

When communicating with clients, focus on providing actionable information. This includes outlining next steps, deadlines and any actions that the client needs to take. Providing actionable information helps keep the project on track and ensures that both parties are aware of their responsibilities. Most clients are concerned about completion times and site safety timelines, so start with these items.

8. Manage expectations during emergencies 

During emergency contract work, it is especially important to manage client expectations carefully. This includes providing timely updates, outlining the steps being taken to address the issue, and setting realistic timelines for resolution. Clear and frequent communication is essential during emergencies to keep the client informed and reassured.

9. Avoid information overload

While it is important to keep clients informed, providing too much information can be overwhelming. Focus on providing the most relevant and important information and avoid overloading the client with unnecessary details. If the client requests more information, be prepared to provide it, but start with the essentials.

10. Seek feedback and adjust as needed

Regularly seek feedback from clients on the effectiveness of your communication. This can help identify any areas for improvement and ensure that the client's needs are met. Be open to adjusting your communication style and frequency based on the client's feedback. Some like photos and text details while others like text stats and not many photos.

Managing and handling client communication expectations requires a strategic approach. Each client will be very different, so getting this nailed down right away will save you and your team a bunch of headaches. 

Mike McCarron is president and founder of ImageWorks Landscape Management, a commercial landscape maintenance and snow removal firm in the Northern Virginia market. He has 20+ years of industry experience. Email him at mike@imageworkslandscaping.com.