Nope. Not gonna do it. I don’t think that’s a good idea. I know what I’m talking about-I’m the ID. The course will be late and I’m not sure when it’s going to be ready—I can’t commit to a date.  Would you say these things to a client? Never. How would you react if someone said these to you? Not positively.

Knowing what to say, and how to say it, to a client determines the relationship you will have with the client. And hopefully you’ll read this before the client falls in the no-longer-a-client category. Picking the right words, tone and timing in discussions with clients will enable you to develop and build a strong, supportive and mutually respectful professional relationship.

Most client communication will be handled by the Project Manager. There will be instances, however, where the ID will communicate and problem solve with the client directly. Following are examples of situations when an ID’s persuasive communication skills are important.

Declining a Client’s Request

Telling a client the change he’s making to a storyboard or the course that is not in the interest of the learner is a delicate and challenging situation. Some tips to follow:

• Understand and be prepared to discuss consequences of the proposed changes/actions.
• Do this only after you are certain the request is improper or not appropriate. Have a validated reason for not making the change, not just that you don’t like it.
• Be specific. Offer examples of other instances for support of your argument.
• Focus on the positive, such as how the experience for the user will be enhanced by your recommendation or idea.
• Compromise with the client and never tell him “no.” There are always alternatives.

Scenario: A client provides an audio track for the course and it is too long. You fear that the length will provide the learner with a negative experience and not support the learning objectives.

I’ve been listening to the audio provided for the course. From the learners perspective I believe it may not be the most effective option we have.
Receptive client: Why would this be a problem for the learner? [Explain]  What suggestions do you have? [Provide alternatives]	Not receptive client: Well, that’s just what we’re going to use.
	ID response: In our research we have discovered …[validate your point and concern]

Apologizing to a Client for your Own Mistake

We all make mistakes—we’re human. Taking ownership of that mistake and correcting it is the next step.

• Be honest and apologetic. Discuss the proposed solution as soon as possible.
• Understand how the mistake happened anyway. Was there a breakdown in communication? Process? This will help avoid the mistake in the future and help in answering the client’s questions. Offer a realistic solution to meet the client’s needs and approval.
• Discuss the situation immediately after the mistake is discovered. Procrastinating increases the opportunity for someone else to slip and have the client find out from someone other than you.

Scenario: You did not incorporate some particular product specifications into a course that the client was adamant about. You discover this just as the storyboard is sent to the client for review.  You decide to call the client immediately to make her aware of the situation.

I’m sorry to have to tell you this, but there is an error in the storyboard you are about to review. I did not incorporate the new product specs into the course. Frankly, I put the information in another folder and forgot to refer back to it. I apologize.
Receptive client: Thank you for your honesty. I appreciate you telling me what happened before I discovered it on my own. Now, how are you going to fix it? [Offer plan]	Not receptive client: This is ridiculous. I told you several times this information had to be in the course. This mistake will throw the whole project off base now.
	ID response: I truly am sorry. It certainly was not my intent to have the project go askew like this. Please let me fix the situation immediately. Still not receptive: Nope. This is a dire mistake. I can’t afford to have this course launch late. ID response: Our great working relationship is important. What will it take to rebuild it?

Explaining a Delay to a Client

Our goal is to never miss a deadline. But try as we might, it does happen. Deliverable delays are costly. Not only can they be financially costly for you and the client, but they can be professionally costly. It is not an option to miss a deadline due to our own devices. This may hinder any future client business development. When you do miss a deadline, keep the following in mind:

• Know the client may be mad or frustrated at the situation. Be prepared to remain calm.
• Be prepared to give a summary of the problem and have a plan for completion.
• Let the client know there is a delay as soon as possible. Let them know the new completion date, too.
• Allow the client to vent frustration or anger. Be sure to accept total responsibility while noting any circumstances beyond your control. Offer a solution. Let the client speak last-this will help him save face and feel like he was in control of the conversation.

Scenario: Before going home one night you forget to check a storyboard to allow QA to edit the document. The storyboard is due back to you by EOD the following day so it can get to production. You are not available to check the storyboard in when QA calls you in the morning. This causes a delay of one whole day.

There is going to be a delay in getting the storyboard to production. It did not make it through our editing process in time and will not get to the graphic department until a day late. This may delay the launch of the course.
Receptive client: Well I’m sorry this happened. I trust that you will do what you can to make up lost time?	Not receptive client: I only had this one day to review the SB and now that it’s pushed back a day it messes up my schedule. This is not ok and I’m not going to pay for it.
	ID response: I understand your frustration. I do apologize for the delay and will do what I can to make up the delay to you.

Conversation tips:

• Ask questions-lots of them. Doing so demonstrates continued customer support and involvement, interactive feedback, and opportunities for the client to tell you what he wants.

• The more you know about your client’s wants, needs, style the better the chance at providing an initial deliverable that meets his needs.

• Prepare for calls/meetings in advance so you do not forget anything.

• Ask open-ended question to define needs/wants/preferences of the client. This also gets the client to invest time and effort in the process, increasing his stake in the partnership and end product.

• Don’t be afraid to ask a client for a favor, such as speeding up their review of a document. Explain how the favor will benefit you. This gives the client an idea of how much he can help you. Express gratitude.

• When extending a deadline: realize that the client will probably be upset if you call and say you are going to miss a deadline. Give as much advance warning as possible to allow for schedule adjustments. Do not offer any excuses. Instead, explain what you are offering in return. A course requiring fewer launch issues? Better usability? Accurate translation and course delivery? Use language of negotiation and not crisis language. Examples of negotiation language include:

Aware                                     Investigate

Better                                     Caution

Careful                                   Expedite

Modify                                   Possible

Resources                             Reschedule

Answer with what you can do, not what you cannot do.

What other strategies have worked for you?

Resources:

Lifescripts: What to Say to Get What You Want in Life’s Toughest Situations, Stephen Pollan

How To Say it at Work, Jack Griffin