Constant Clarification: The Simple Secret To Never Disappointing Clients

There is one common practice you should embrace to ensure you hit the target with client deliverables every time. If you constantly clarify the outcome, you're never going to disappoint a client.

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The Only Time A Client Has Terminated A Contract

I remember a situation a few years ago when I agreed to deliver a ‘strategy’ to a non-profit client as part of a bigger RFP project.

We signed the contract and got started on the project.

It quickly became clear we had very different interpretations of what a strategy meant.

My interpretation was a set of documents covering:

• A review of the current situation.

• Goals and a roadmap.

• An action plan.

• Operations and governance structures.

• A measurement framework

Their interpretation of a strategy was an immaculately designed, high-level, presentation to be delivered to the funders of the project to justify what they planned to do.

While I was trying to get into the weeds, put together resourcing requirements, and analyse risk factors, they were giving me feedback on the font and layout of the draft slides. Needless to say, it wasn’t a pleasant experi…