When it comes to rocking it with clients, communication is the ultimate secret weapon. It’s what holds everything together, whether you’re dishing out important info or your clients are spilling their needs. Solid communication is the key to unlocking killer projects and getting those top-notch results. On the flip side, if you drop the ball on communication, you’re asking for disappointment and a whole lot of headaches. 

However, recent researches highlights the alarming impact of communication issues in businesses. A significant 68% of individuals report personal time wasted due to such issues, while 53% admit to missing out on important messages. Furthermore, an overwhelming 99% of people emphasize the importance of businesses communicating effectively with them as customers. Astonishingly, 96% of individuals believe that the businesses they patronize can enhance their communication practices and 68% of people have even switched to a competitor after encountering poor business communication skills. 

To uncover the key ingredients for optimal client communication, we sought the guidance of our genuine experts. These professionals possess extensive experience, backed by numerous satisfied clients, successful projects, and a wealth of knowledge gained from navigating both highs and lows in their field. 
At the recent panel discussion titled “Mastering Client Communication,” we assembled a remarkable lineup of experts; among the esteemed panelists were Darko Kovač, the brilliant CTO & Co-Founder of BrightMarbles; Darko Filipović, a seasoned Senior Software Engineer at Brightly; Luka Kovač, the Head of Engineering at UN1QUELY; and Miloš Milić, the Delivery & Quality Director at BrightMarbles Serbia. They shared their invaluable insights on cultivating and maintaining robust client relationships, offering a wealth of knowledge to the audience.  

So, what have we learned from our experts? 

Crystal-Clear Communication: No Geek-Speak Allowed 

First off, successful client relationships start with clear communication. We’re not just tech wizards here to fix bugs, we’re also guides helping clients navigate through the labyrinth of codes and features. We’ve got to simplify the tech jargon and make it digestible for them. 

So, transparency is key. Regular project updates that spell out what’s done, what’s next, and what’s stuck in the pipeline are crucial. Like our colleagues who do a weekly Friday-update ritual. Every Friday, they shoot an email to their client with a rundown of the week’s achievements, bottlenecks, and next steps, which keeps everyone on the same page. 

Just as we aim for clarity, clients should provide detailed technical specs. If they’re vague or confusing, don’t shrug it off. Be proactive, ask questions, clear the fog. It’s always better to know exactly what you’re getting into rather than making promises that end in late nights of Red Bull and coding despair. 

Your clients have a special vantage point when it comes to your business. They’re both insiders and outsiders since they work with you. That’s why it’s crucial to have open conversations with them. By encouraging honest communication, you can gather loads of helpful feedback that will help you level up your products or services. Embracing this feedback allows you to continuously improve and deliver top-notch experiences to your valued customers. 

And don’t leave room for guesswork or assumptions. When you articulate your plans and intentions with crystal clarity, you can effectively manage client expectations, eradicating any room for misunderstandings or confusion. With clear communication as your ally, you’ll pave the way for seamless collaboration and exceptional results. 

The importance of transparency in communication with clients was very well described by Michael Winehouse in an article for Forbes, where he said “No matter how great your products or services might be, customers will look elsewhere if they lose trust in you. Transparency is a keyway of creating trust because it helps eliminate any suspicions or anxieties your customers might have about the value of what you’re offering.” 

Deadlines: The Juggling Act 

Getting work done on time is a constant balancing act. Unrealistic deadlines only lead to overtime, burnouts, and a potentially ticked-off client. Similarly, if you’re frequently pushing the deadline back, it suggests you might’ve bitten off more than you could chew. 

Sure, surprises pop up. When that happens, let the client know as soon as possible. A heads-up gives them time to rearrange things on their end and saves you from a last-minute client meltdown. 

Meeting deadlines is incredibly important from a client’s perspective for several key reasons. Firstly, it builds trust and confidence in the business by demonstrating reliability and professionalism. Clients rely on timely project completion to meet their own goals and deadlines. Secondly, meeting deadlines enables clients to effectively plan and allocate their resources based on the expected timeline. Delays can disrupt their operations and cause inconvenience. Thirdly, meeting deadlines shows a strong commitment to customer satisfaction, highlighting the value placed on their business. Lastly, timely completion of work positively impacts the overall reputation of the client’s company, helping them maintain a competitive edge in the market. 

Soft Skills: Not So Soft After All 

When we talk about client communication, it’s not a one-way street. Just as you need technical skills to decode a problematic script, you also need soft skills to decode your client. Communication, presentation, even language skills (Yes, English too!), all come into play. 

Also, don’t forget the power of active listening and non-verbal cues. A client might be saying one thing, but their tone or body language could be saying another. Learning to pick up on these subtleties could be the difference between a smooth-sailing project and a Titanic-esque disaster. 

So, these skills encompass qualities such as empathy, active listening, and effective interpersonal communication. They enable us to understand and address clients’ needs and concerns with genuine care and attentiveness. Additionally, non-verbal cues, such as body language and facial expressions, contribute significantly to conveying sincerity, trustworthiness, and understanding. By honing our soft skills and mastering non-verbal communication, we can establish rapport, build stronger connections, and create a positive and lasting impression on clients. Ultimately, these skills enhance client satisfaction, loyalty, and the overall success of our business relationships. 

Culture Club: It’s A Small (Virtual) World 

Nowadays, with remote work and global teams, understanding and respecting cultural differences is more important than ever. Remember, what’s okay in your culture might be a big no-no in your client’s. So, take the time to learn about their cultural norms and communication styles. A little respect goes a long way in building solid relationships. 

Different regions and countries have their own unique customs and ways of doing business. By understanding and respecting these cultural nuances, we can avoid misunderstandings and awkward situations. It shows that we’re all about inclusivity and respect, which builds trust and rapport with clients from diverse backgrounds. Adapting our approach to match their cultural preferences demonstrates that we’re willing to go the extra mile, strengthening our connections and fostering fruitful collaborations. Ultimately, being culturally aware helps us navigate cross-cultural interactions like pros and creates successful and harmonious client relationships. 

Tone It Down (Or Up): The Formality Factor 

Keeping it professional doesn’t always mean keeping it formal. Some clients prefer a more casual approach, while others might like to keep things strictly business. Like our panelist Darko at Brightly found out, sometimes asking about a client’s latest Netflix binge can work as a great icebreaker and pave the way for a stronger, more personal relationship. 

Playing the formality-informality game right, though, requires a bit of tact. First impressions still matter. Start professionally, and as you get to know the client better, you can start to sprinkle in a bit of friendly banter. But remember, business isn’t the place for dark humor or snarky remarks about a fellow coder’s questionable choice of functions. 

While maintaining professionalism is essential, being able to be informal and personable in client relationships can bring several benefits. It helps to create a relaxed and friendly atmosphere, fostering a sense of openness and trust. Informality can also facilitate more authentic and genuine communication, allowing clients to feel more comfortable expressing their needs and concerns. It can also contribute to building stronger connections and long-term partnerships by showing clients that we see them as individuals rather than just business transactions. However, it’s important to strike the right balance and gauge the client’s preferences to ensure that informality is appropriate in each specific context. 

Don’t Just Work, Play Together: The Power of Team-Building 

Finally, let’s talk about team-building. It’s not all about trust falls and awkward icebreakers. Engaging with clients through social events, be it a chill virtual trivia night or a shared lunch over Zoom, can foster better relationships. 

For example, swapping the office for a more relaxed setting, and a time to connect beyond project updates and bug fixes, have done wonders for our client relationships. 

Team building activities can also showcase the cohesiveness and synergy within the team, instilling confidence in clients about the collective capabilities and dedication to their project or business. Additionally, casual meetings offer a chance to understand clients on a personal level, building deeper connections beyond the professional realm and enhancing long-term partnerships. 

Wrap Up 

In the ever-evolving landscape of client relationships, it’s important to recognize the uniqueness of each client and project. As professionals in the tech industry, we are continuously learning and growing, addressing challenges and refining our skills one step at a time. It is our responsibility to prioritize client relationship management and ensure their satisfaction. 

By embracing these straightforward strategies, we can ensure the happiness of our clients, maintain clean and efficient code, and minimize those inevitable caffeine-fueled coding marathons. Remember, clients may not fully grasp the intricacies of our work, but they place their trust in us to deliver. Let’s rise to the occasion and exceed their expectations. Keep coding, keep communicating, and let’s continue to thrive in this dynamic industry.  

About author 

Dragana Ječmenica brings a strong background in IT recruitment and HR, specializing in recruitment, client communication, and lead generation. With a deep passion for reading, writing, video and board games, traveling, animals, and learning foreign languages, she embraces diverse interests. Her unwavering commitment to personal growth and continuous learning further strengthens her expertise in IT recruitment and client communication. With her versatile skills and dedication, Dragana is well-equipped to excel in the field.