October 12, 2022
Ask ACE
Ask ACE: How do I communicate to my clients to keep a project moving?
By ACE board member Matthew Opuda
Q: I am an independent technical consultant and a lot of what I do requires input from my clients. How do I communicate to my clients that I depend on them to help me keep a project moving?
ACE Advises: Any client relationship begins with an agreement, an agreement that exists whether it is assumed, implied or explicit. Ensuring the agreement communicates what is necessary, in a way that is mutually understood, is crucial to a smooth project.
Easier said than done. Creating a clear agreement is a challenge that has vexed small businesses and consultants for years. Here is a simple framework I started using as a software project manager for my Statements of Work, or SOWs.
Each SOW answers the questions Who does What, When do they do it, and Why are the other three things important. Feel free to add “Where” if it’s relevant.
Who is important because the agreement goes both ways. The client has some responsibility for the project to be a success, alongside the provider. Having both “client responsibilities” and “provider responsibilities” sections can make the mutual obligations clear and readable.
What needs to be explicitly stated. The difference between “provides feedback” and “provides written feedback” is substantial. Breaking the project down chronologically into major milestones m describing what is needed to complete each milestone helps parties understand the sequence of dependent steps needed to complete the project.
When sets the expectation of timeliness. Are there weekly sync-up meetings? Or maybe feedback is needed within three days of a demo to keep the project on schedule.
Why tells us the reason behind the need. This provides crucial context, even if the “Why” seems implicitly understood.
Above all, learn what works for you and your specific situation, and make improvements as you learn new lessons.
Matthew Opuda, an ACE board member, is a recovering software project manager who brings strategic agility, iterations and innovation to Maine businesses and nonprofits. He co-founded the Midnight Corp. and founded Northstar Evolution, and can be reached at Matthew@NorthstarEvo.com
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