If you are in a position where you work closely with clients, you know that clear communication is the most important aspect of your interaction with each other. But no doubt, what you’ve also learned is that how you communicate works well with some clients, while the same efforts seem to not work with a few others.

What I’ve learned during web development is that some clients do not feel comfortable sharing candid opinions or feedback. For understandable reasons, some of them might worry that if they are too direct in their feedback, it can offend a member of your team (if not you directly) and worse yet, start an adversarial relationship.

To create an open environment between you and the client so they feel they can talk to you about anything related to the project, it’s important that you hone your skills on how to understand exactly what a client is trying to convey to you. I’ve found that many communication breakdowns center around two popular break-up lines.

It’s Not You It’s Me (But is it Done Yet?)

Once a client has made a decision to move forward on a project, it’s important to them that it get done quickly. Unfortunately, something else that is not so uncommon is that the project initiation or completion is contingent on very specific information from your client, and you’ve yet to receive it. Inevitably you receive the apology email or phone call admitting the oversight, but concluding with the client politely opining that their oversight shouldn’t have held anything up.

I have found the best way to avoid hearing this break-up line is to review the entire project with the client in a kick-off meeting (preferably over Starbucks drinks) outlining what you need from them, why, and when you need it. This helps empower them with information that helps them set realistic expectations.

I Need to Focus on My Career Right Now (But Seriously, is it Done Yet?)

Some of your clients may have very little time to engage effectively with you or your team due to their busy schedule so trying to set review meetings or discussions can be very challenging.

Being flexible and having processes or procedures already set-up to engage the client at very strategic points in the project are a big help. For example, if you can engage them almost entirely at the beginning of project, they can get back to work while you have everything you need to move forward. If you set-up your project steps in a certain order, you can easily stay engaged with clients through quick phone calls and emails so that their important feedback is received and the project moves forward without a hitch.

It’s important to remember that one of the most important aspects to building a healthy client relationship is making them feel comfortable enough to share their most honest and direct opinions. It may be challenging for you at times, but it’s always rewarding, and always an opportunity for growth.

My son and I love going to theme parks, so every year we rotate which Orlando theme park will get our season pass money. My favorite rides or encounters almost always include special effects rides (I still can’t believe Magic Kingdom replaced Alien Encounter with a kids ride).

So, this past weekend I was more than happy to be a guest at Epcot’s Food and Wine Festival. This time however, my best experience at the park had nothing to do with any ride but, surprisingly, with a fish.

Face to Face with the Fish

While meandering through all the aquariums in The Seas, I found my son leaned up against a beam next to a general fish aquarium watching a solitary fish just a few feet away.

As I approached I noticed that the medium sized fish continued to remain stationary and appeared to be gazing back at my son. I stood there for a minute watching the fish while he in turn watched us.

All around and behind this silvery fish swam hundreds of other fish, yet he remained in one spot. Intrigued, I leaned in to get a closer look.

Surprisingly, so did the fish. While inching closer, he started shifting just slightly left or right looking at us with each eye. So, I leaned in even closer. The brave fish slowly closed in on us until he was literally almost touching the glass.

And there we were, nose to nose for a few full seconds. It was remarkable. Finally, he turned sideways, swam up the glass, and positioned himself back in his original spot.

I know. It’s just a fish. And I know scientifically that we think fish aren’t consciously aware of things. But I couldn’t help feeling like we were the ones being studied, not the other way around. The entire aquarium was alive with schools of fish, but this one stopped in the middle of it all to have a look see.

Project Managers Can Be the Calm Amidst the Storm

I was reminded of this fish several times over the weekend. It made me think of all the times that we Project Managers are expected to stand in the middle of a chaotic situation and remain composed, creating order and intention.

I say intention because it is one thing to organize a process, but it is another thing completely to organize a system so that each step or phase has real purpose and intent for both your team and for the client. Often times a company continues to do certain things because they did it that way 15 years ago, not because it’s the modern or most efficient approach.

So, when these antiquated solutions continue to cause confusion among team members, or additional unnecessary steps, or increase production costs, it is through quiet observation that the Project Manager can become invaluable to a company.

Understanding Your Corporate Culture

In website design it is not uncommon for large companies or talented web designers to get swept up with the latest website fad whether it’s interactive moving graphics, luminescent color schemes, or websites that scroll to the right. And as amazing and fun as these websites are, the bottom line for many of these companies is, does this website generate revenue for my company?

And the truth is, a lot of these type of elements can actually cause a website to lose (or leak) revenue. The same fad or popular approach issues also arise in Project Management. Simply applying the latest or newest approach without a thorough understanding of your company’s roots or its corporate environment can certainly make you look like Indiana Jones to management, but it has in reality traded certain unnecessary processes for others.

The worst part of this type of approach is that it has completely removed valuable input from fellow team members. So, while you’re busy rescuing your company from utter chaos, you have missed out on an opportunity to create unity among your team members and implement a process that incorporates company tradition with modern systems that work.

Next time I’m tempted to push forward with another new systems approach, I’m going to make sure I slow down and have a look see.

Have you uttered either one of these phrases recently? “I never know what’s going on in this company” or “No one ever asks for my input.” If so, count your lucky stars. Okay, maybe that’s an overstatement, but clearly anyone making those statements is not attending many – if any – company meetings.

Recently I made several updates and changes to our Website and Pay-Per-Click development processes to try to improve communication among team members (Go Team!) and meet deadlines.

As a result, I find myself in meeting after meeting; but thankfully, we’ve seen some very positive results from these changes. In fact, clients have been commenting openly about how helpful the meetings with them have been and seem to be encouraged by our discussions and follow-up.

The Art of Multitasking 

I also am encouraged at the end of our meetings, but rushed.

After heading straight to the cappuccino machine, I plop down at my desk and quickly scan my emails looking for items of high priority (today’s inbox is at 82), respond to Skype questions, print the agenda for the next meeting, grab my fresh foamed cappuccino, and head to the next meeting.

The only unfortunate effect the increased meetings have had on my position is the increased lag-time on email and client follow-ups (if only I had an assistant *wink*). But all hope is not lost. I have a friend who is a civil engineer for the Army and he consistently complains that he attends endless meetings while only about 20% of them affect his position or his timelines (he plays video games on his cell phone to kill time).

Manage Time & Increase Productivity by Only Inviting Relevant Team Members to Meetings

So, to you Project Managers out there, it is vitally important that none of your team members feel like their input is unimportant or unheard. And yet, as time managers we have to ask ourselves if certain team member’s input or involvement is necessary at certain stages.

At some agencies your opinion in this regard may differ from that of your boss or team leads, but it is critical that project managers facilitate meetings where key information is exchanged among the relevant team members.

As the time management “experts” in a company, Project Managers find that their own schedules pull them in different directions. But, that’s what we signed up for and we can handle it. The project team, however, needs us to use their creative time wisely if we want the best deliverables for our clients.

When I worked as a paralegal for various law firms and attorneys, I commonly kept track of processes for various aspects of my job in how-to-do files. I even maintained my own “little black book” for fixing traffic tickets in different counties across Missouri. In the end, that book became invaluable.

For every ticket I “fixed” in a new jurisdiction, I wrote key contact information and notes (in pencil) in a hand-held address book. The notes I kept included information on my dealings with different city and county clerks (who was helpful & who to avoid), what exact steps they require, average fine amounts and any common penalties the Judge usually requires before reducing a ticket.

Processes Provide a Seamless Transition

Unintentionally, I created a book of processes and details that I was able to pass on to my co-workers when I took another position. The book’s importance became clear when my successors were able to seamlessly transition into my position with very little effect on clients or their cases.

Whether it’s an Excel Spreadsheet, a white board or an address book, the project manager’s job extends beyond the here and now. True leaders improve the effectiveness and efficiency of a company by implementing processes and documentation that nearly anyone can pick-up and carry forward. 

Tools for Easy Adaption

So here’s a question for you: if you left your position right now, would your company or department experience a setback? Or have you created easily decipherable calendars, address books and processes to which new leadership can easily adapt? Project Managers should make sure that any company can and will survive without them.

You know, I think an Excel spreadsheet could solve most of our problems. Need to keep better track of your Babysitter? Look at this checklist. What are you taking on your camping trip? Bam! Right there. Or what about the demographic data of third world countries and their policies? Easy peezy! And check out the colorful bar chart!

Excel Spreadsheets: A Project Manager’s Best Friend

For many of us, a white board in the office or near our desk is all we need to keep our lives organized or to remind us of our “to do’s.”  But for those of you who struggle with meeting deadlines, organizing data, or keeping track of certain marketing tests, a quick set-up in Excel will take some weight off your shoulders.

For some, it’s a source of anxiety to open up that series of columns and rows of empty cells and make decisions about the X and Y axis, let alone deciding on formatting, borders, and fonts.

Organization is Key

So, my advice to you poorly organized high achievers?

1. Start small. Set up something as simple as a list with coinciding checkmarks or X’s and you can eventually expand your spreadsheet to include more intricate data.
2. Rely on someone else’s work! There are countless Excel experts out there; individuals, who will answer your questions, provide you with pre-programmed templates, or who will sell you a whole book just to sharpen your skills. Codswallop has put together invaluable information on Excel in a blog article titled The Excel Magician.

Start using a simple spreadsheet to put together your most basic lists and you’ll stumble upon a new way of life. Or at least a new way to plan for your family vacation. Now that's a complete double rainbow!