Devoted to Managers and those that seek to improve their management skills

What happens when you're working on a project and for whatever reason it gets behind schedule, has glitches in it or didn't deliver what was expected to the client?

Before we get into management at this stage, let's look at how to prevent it in the first place. Most of the time when expectations aren't meant, it means you've overpromised on what you could deliver and when. If you can't set realistic expectations for a client, it is better not to do business with them as it will become a nightmare. That solves the great majority of problems in the first place.

I've had more than one client through the years come to me and ask for things that I foolishly agreed to doing that a number of others in my industry had already refused to take on. That should have told me something from the start. I can honestly say in every instance where I overpromised, I rarely made any money at all, as I had to go back and redo things so much that we were lucky if we broke even. But even then the time spend fixing things, rather than going after profitable business, was a bigger loss than could even be measured.

If you do make some overestimates of what you can do, how do you handle it? Here are two things you must do:

1. In spite of living in the Internet age, it is far better in these circumstances to contact your client by phone. Clients appreciate and respect this far more than an email. I would send an e-mail if you're not able to directly make the contact right away, but only for backup. I would still call until I got hold of them.

Tensions will rise when it becomes known that what you promised can't be delivered as promised. People don't like surprises, especially when your promises may affect someone besides themselves and make their company look bad.

2. Keep them informed. Unless you know without a doubt that you can solve a problem in a way that won't affect your time table, always let your client know something has come up that needs to be solved. The key is to have the solutions you are going to take to solve the problem laid out when you call.

Don't call and say you have a problem and don't know what you're going to do. Then think about it, call back and say that you have several options. Then call back again when you decide which ones to take. They don't want a news bulletin describing the process, this will get them even more troubled.

Call and describe what the problem is, what needs to be done and when it will be done. Ask them if they agree with your solutions and if they have any input. That's all someone wants to know and be asked. Apologize for the extra time and then make sure you get it done when you say you can and don't over promise again.

Good clients will appreciate your honesty and integrity in handling the situation professionally.