2h • Notes 📝
CLIENT COMMUNICATION & UPDATE MASTER SOP
Deep-Researched, Professional & Practical Workflow
1. Communication Foundation (Medium Selection)
Selecting the right communication medium ensures clarity, trust, and efficiency.
· Video Call – Use for project kickoff, scope discussion, complex revisions, and trust building. Ideal for clients needing visual confirmation of professionalism.
· Screen Recording / Loom – Use to visually show process, progress, design iterations, or analytics. Reduces repeated queries.
· Audio Call: Quick clarifications, urgent issues, or tone-sensitive discussions.
· Text / Chat: Daily updates, confirmations, small clarifications, and file sharing. Always maintain a written record after calls.
2. Core Communication Principles
Professional communication principles derived from best freelance & agency practices:
· Structured messages with clear headings and short paragraphs.
· Use bullet points / numbered lists to break down information.
· Avoid emotional, defensive, or over-promising language.
· Include visual, logical, and reassurance elements concisely.
· Provide clear instructions or expected client action when required.
Goal: Enable the client to understand progress, next steps, and deadlines without repeated questions.
3. Standard Client Update Structure
Each update should follow this structure for maximum clarity and efficiency:
1. Progress Completed tasks, milestones achieved.
2. Current Status: What is ongoing, current phase?
3. Next Step: Upcoming tasks or decisions.
4. Timeline: Expected delivery or milestone time.
5. Required Client Action – Feedback, approval, or assets needed.
Example:
· Progress: 3 design drafts completed, captions finalized.
· Current Status: Visual alignment adjustments are ongoing.
· Next Step: Export and formatting.
· Timeline: Delivery by 6 PM.
· Client Action: Please confirm color preference.
4. Update Frequency & Best Practices
· Send updates at project start (workflow confirmation).
· Send updates at major milestones or task completions.
· Send updates if there is a delay or scope change.
· Send final delivery update with proof and client action clearly mentioned.
For long tasks (4-5 hours), one structured mid-update is sufficient. Over-updating can create unnecessary anxiety.
5. Delay Communication Protocol
Transparent and proactive delay communication builds client trust.
· Brief, factual reason (no excuses or blame).
· Current status.
· New realistic timeline.
· Appreciation or acknowledgement of client patience.
Example: Files ready, final export ongoing. Delivery by 8 PM. Thank you for your patience.
6. Proof, Screenshot & Links Guidelines
· Always include proof for work done (screenshots, Loom, Drive links, analytics).
· Screenshots must be clear, full view, and relevant.
· Avoid excessive attachments; share only necessary proof.
· Every link must be accessible and verified before sending.
Formula: Time + Screenshot + Link + Short Explanation + Client Action.
7. Post-Work Delivery Structure
· Deliverable files clearly listed.
· Editable source files included.
· Supporting documents or captions.
· Access link provided and verified.
· Client action instructions clearly stated.
8. Common Mistakes to Avoid
· Over-communication or unnecessary repetition.
· Defensive or emotional tone.
· Blame shifting or vague updates.
· Technical over-explanation unless requested.
9. Client Psychology & Golden Mindset
· Clients value clarity, predictability, and accountability.
· Updates should reduce confusion, align expectations, and maintain control.
· Proof + timeline + next step + action = trust multiplier.
· Purpose of updates: not to impress, but to inform and build confidence.
10. Checklist for Every Update
· Progress included.
· Current status included.
· Next step included.
· Timeline included.
· Proof / screenshot / link included.
· Required client action is clearly mentioned.
Tone is professional, clear, and solution-focused
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CLIENT COMMUNICATION & UPDATE MASTER SOP
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