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.