Effective client engagement is crucial for the overall success of any project. Building a strong relationship with clients fosters clear communication, mutual understanding, and collaboration. When clients feel engaged and valued, they are more likely to provide valuable feedback, share their insights, and stay committed to the project goals. Here are a few tactics for project management leaders.

Set Clear Expectations from the Start

One of the best ways to prevent issues is to set clear expectations at the beginning of the project. A detailed contract or statement of work (SOW) can prevent misunderstandings and be a reference if disputes arise. The SOW should detail the scope of work, deliverables, timelines, responsibilities of both parties and communication protocols. Additionally, a kick-off meeting is a good platform to reiterate your expectations and for them to ask clarifying questions.

Standardize Communication Practices

Consistent and transparent communication can prevent misunderstandings that lead to client frustration. To improve communication:

  • Establish preferred communication channels (email, project management tools, scheduled calls).
  • Set response time expectations to prevent clients from demanding immediate answers.
  • Use structured reporting methods to provide regular updates on project progress.
  • Summarize key discussions in writing to avoid misinterpretations.

A well-documented communication process ensures that both your team and the client remain aligned.

One of the main sources of confusion is choosing the right communication channel. Should I send an email or arrange a meeting? Here are a few recommendations for selection.

When to Use Email

Emails work best when the issue is straightforward, does not require immediate resolution, or needs a documented record.

  1. The issue is minor or non-urgent
  2. You need a written record
  3. The issue is simple and clear
  4. You are summarizing decisions or next steps
  5. You need to communicate with multiple stakeholders – Email is useful for keeping multiple parties informed without scheduling conflicts.
  6. The recipient prefers written communication

When to Schedule a Meeting

Meetings are better when issues require discussion, collaboration, or immediate resolution.

  1.  If the problem involves multiple factors or potential solutions.
  2. If misunderstandings could arise through email. 
  3. There is conflict or disagreement. 
  4. You need immediate feedback
  5. Sensitive topics (e.g., disputes, complaints, or major setbacks) are better handled through direct conversation.

Establish Escalation Procedures

Your organization should have a documented escalation process for handling conflicts. This policy will serve as a reference point if and when conflicts arise.

Components of an Escalation SOP

1. Define the Scope and Purpose

  • Clearly state why the SOP exists (e.g., handling client disputes, technical failures, project delays).
  • Specify who the SOP applies to (teams, departments, stakeholders).

2. Establish Escalation Criteria

  • Define what qualifies as an issue that requires escalation (e.g., unresolved issues after X attempts, major risks, breaches of contract).
  • Categorize escalation levels (e.g., minor, moderate, critical).

3. Identify Escalation Tiers and Responsibilities

  • Level 1: First responders (e.g., support staff, project managers).
  • Level 2: Senior team members or department heads.
  • Level 3: Executive management or legal teams.

Each level should have clear responsibilities and authority.

4. Set Response Timelines

  • Define acceptable response and resolution times for each escalation level.
  • Example: Critical issues must be acknowledged within 1 hour and resolved within 24 hours.

5. Outline the Escalation Process

  • Step 1: Identify and document the issue.
  • Step 2: Attempt resolution at the initial level.
  • Step 3: If unresolved, escalate to the next level following predefined channels.
  • Step 4: Provide all necessary documentation and context when escalating.
  • Step 5: Track progress and update stakeholders.

6. Document Communication Protocols

  • Specify preferred communication channels (e.g., email, ticketing system, direct calls).
  • Define who must be notified at each stage.

7. Track and Review Escalations

  • Maintain records of escalated issues for future analysis.
  • Conduct periodic reviews to identify recurring issues and improve processes.

8. Define Closure and Follow-Up Actions

  • Ensure proper resolution and documentation.
  • Conduct post-mortem analysis to prevent recurrence.

Train Your Team in Conflict Resolution

Your employees should be equipped with the skills to de-escalate conflicts and manage difficult interactions professionally. Training should cover:

  • Active listening techniques to understand client concerns.
  • How to manage expectations and set boundaries.
  • Effective negotiation skills to find win-win solutions.
  • How to remain calm and professional in the face of challenging behaviour.

Providing role-playing exercises or scenario-based training can help employees feel more confident when dealing with tough clients.

Prioritize Documentation

Proper documentation protects your organization in case of disputes. Your team should keep records of:

  • All client agreements and contracts.
  • Project timelines, milestones, and approvals.
  • Emails and meeting summaries highlighting key decisions.
  • Scope changes and additional requests.

Empower Employees to Set Boundaries

Difficult clients often push boundaries, whether through excessive demands, late-night emails, or unrealistic expectations. Employees should feel confident in enforcing company policies by:

  • Politely but firmly declining out-of-scope requests.
  • Referring clients to official policies when needed.
  • Escalating issues to management when necessary.
  • Limiting access if a client becomes abusive or uncooperative.

Setting clear boundaries prevents client relationships from becoming unsustainable.

Recognize When to Walk Away

Not every client is worth the trouble. If a client is consistently disrespectful, uncooperative, or unreasonably demanding, your organization should have a policy in place for termination. Steps for ending a client relationship professionally include:

  • Referring to the contract’s termination clause.
  • Providing a formal notice with reasons for termination.
  • Ensuring final deliverables are provided as per the contract.
  • Remaining professional and avoiding emotional responses.

Knowing when to walk away protects your team from burnout and allows resources to be allocated to more productive client relationships.