“As much as everyone hates it, sometimes you have to be the bearer of bad news,” Bill says. “As soon as you hear of a problem, you’re better off sharing the news sooner rather than later.”
It’s impossible to predict what issue may arise on a project. Unexpected problems range from unknown structural problems, shipment delays, permitting problems and everything in between.
“Everyone has set backs now and then, so own it,” Shelly adds. “Even if it’s not your mistake, I’ve learned the best way is never to point fingers. Be honest about the situation. If you don’t have an immediate answer, ask if you can have a minute to call them back with a solution. Then, you have to be pretty quick. It’s best to be as fast as you can and find a creative solution that’s best for all parties.”
“Try to give the client several solutions,” Bill says. “Then let them pick which one they like best. That gives the client a chance to own the solution.”
By identifying expectations up front, you know what goals you need to hit to create a happy client. Once you’re on the same page as your client, you have the chance to meet, and hopefully exceed, the expectations they had for the project.