Silence is deadlier than bugs in IT

In the IT world, a common belief is that the worst mistake you can make is missing a project deadline. But that's not quite right. The real issue is going silent and leaving your clients in the dark.

When clients don’t hear from you, no updates, no emails, no word on potential delays, small issues can turn into big problems. This silence creates room for all sorts of assumptions.

Left in the dark, clients start speculating about their project’s status, and before you know it, frustration sets in, which can seriously damage the trust you've built.

What I've Personally Seen

I’ve seen projects that were delayed by up to two months, yet clients still felt good about the outcome. Why?

It wasn’t because everything went perfectly; it was because they were kept in the loop the whole time. They got weekly updates that let them join in on discussions about any challenges or changes in the timeline.

Clients in IT know that things can go wrong; servers crash, timelines shift, and bugs happen.

What really makes a difference between a bad experience and a positive one is how well you communicate throughout the project.

Good communication reduces client frustration, while silence can be worse than any missed deadline.

My Way To Have A Good Communication Structure

To keep communication flowing effectively, here are a few of my tips:

1) Set Communication Expectations Upfront

   - Define Your Channels: Pick 2-3 methods of communication that work for everyone. This might be email for formal updates, Slack for quick questions, and regular weekly calls for more in-depth discussions. Being on the same page about how you’ll communicate is key.

   - Set Response Times: Clearly outline how quickly you’ll respond, like “Expect replies to emails within 24 hours and urgent matters within 4 hours.” This takes away any guesswork and sets clear expectations.

   - Create Update Schedules: Establish a regular schedule for updates; whether that means sending weekly progress reports, bi-weekly demos, or milestone check-ins. Keeping this consistency helps everyone stay informed and engaged.

2) Master Proactive Communication

   - Update Before You're Asked: Even if nothing has changed, sending a quick status update like “Everything’s on track” can be really reassuring to clients.

   - Flag Problems Early: If you see a potential issue on the horizon, like “This task might take an extra day because of [specific reason],” let them know right away. Addressing these concerns early can help avoid last-minute surprises.

   - Explain the 'Why': When you give updates, don’t just share what’s happening; explain why it matters. Providing context helps clients grasp the significance and implications of the current situation.

3) Translate Technical into Human Terms

   - Avoid Jargon Overload: When sharing technical info, keep it simple. Instead of saying, “API integration is experiencing latency issues,” try, “something's broken, and I have no idea what that means.” That’s likely how your client will feel.

   - Use Analogies: Use everyday comparisons to make tough concepts easier to understand. You might say, "The system is like a busy highway - there are too many cars (requests) causing a slowdown."

   - Focus on Impact: Swap out technical phrases like "database optimization" for something more meaningful: "This tweak will make the app load 50% faster, which means a better experience for users."

4) Build Trust Through Transparency

   - Own the Problems: If you hit a snag, just say it. For example, “We ran into an issue with the payment setup; here’s what happened and how we’re fixing it.”

   - Provide Realistic Timelines: It’s better to set lower expectations and surprise them with quicker results than to promise too much and fall short. Being realistic builds trust.

   - Show Your Work: Use tangible proof, like screenshots or live demos, to help make your updates feel real and build trust.

5) Listen as Much as You Talk

   - Ask Clarifying Questions: Encourage conversation by asking things like, “When you say ‘user-friendly,’ what specific features matter most to you?”

   - Acknowledge Concerns: Recognize your clients’ frustrations and explain how you’ll address them. For example, “I get that the delay is frustrating; let me explain what we’re doing to avoid this in the future.”

   - Adapt Your Style: Different clients have different needs - some want all the details, while others just want reassurance that things are going well.

Here's What Else I Recommend You Can Do

a) This Week:

- Set up clear communication channels and let clients know how quickly they can expect a response.

- Create a simple weekly update template - just a few bullet points summarizing what’s been done.

- Pick a project management tool that gives clients a clear view of project progress.

b) This Month:

- Write up a set of client communication guidelines and share them with your team.

- Practice explaining your services in everyday language—avoid the tech jargon.

- Set up automated updates to make communication easier.

c) This Quarter:

- Survey your current clients to find out how they like to communicate.

- Train your team on the best ways to communicate with clients to keep everyone aligned.

- Include communication steps in your project onboarding process to set the stage for good interactions.

Final Thoughts

The best IT founders know that building great products is just part of the game. They also understand how crucial it is to create strong relationships with clients, and solid communication is key to that.

Make communication a priority, just like you do with coding. Clients will definitely notice and appreciate the change.