Last updated on Jul 23, 2024

How can you handle a customer who wants more frequent updates or reports in negotiations?

Negotiating with customers can be challenging, especially when they have high expectations and demand frequent updates or reports on the progress of the project. How can you handle this situation without compromising your relationship, your quality, or your timeline? In this article, we will share some tips on how to communicate effectively, set clear boundaries, and manage expectations with customers who want more information than you can provide.

1 Understand their needs

The first step is to understand why your customer wants more frequent updates or reports. Is it because they are anxious, curious, or insecure about the outcome? Is it because they have to report to their own stakeholders or managers? Is it because they want to provide feedback or input along the way? By asking open-ended questions and listening actively, you can identify their underlying needs and motivations, and empathize with their perspective. This will help you build trust and rapport, and avoid taking their requests personally or defensively.

Add your perspective

Rajesh Patel

CEO at Meltron Technology | Delivering Precision Machined Components
Report contribution
To handle a customer requesting more frequent updates or reports during negotiations, maintain clear and open communication, and set mutually agreeable expectations from the outset. Offer a structured schedule for updates that balances their need for information with your capacity to provide detailed and accurate reports. Highlight the benefits of this schedule, such as improved quality and relevance of updates, and assure them of your commitment to transparency and responsiveness. This approach demonstrates your professionalism and dedication to meeting their needs while managing resources effectively.

Like
David Halabourda

Project Manager | Process Optimization & Operations Specialist | Published Writer
Report contribution
In the construction industry, it's crucial to first understand why a customer wants more frequent updates. Are they concerned about project timelines, costs, or quality? By identifying their specific concerns, we can tailor our communication to address these areas directly. This not only reassures the customer but also builds trust and demonstrates our commitment to transparency. Sometimes simply knowing that their concerns are head and understood can alleviate their need for constant updates.

Like

2 Negotiate the scope and frequency

The next step is to negotiate the scope and frequency of the updates or reports that you can realistically provide. You need to balance your customer's needs with your own resources, capabilities, and priorities. You also need to consider the impact of the updates or reports on the quality and timeline of the project. For example, if you have to spend too much time or effort on producing detailed reports, you may have less time or energy to focus on the actual deliverables. You can use the SMART criteria (Specific, Measurable, Achievable, Relevant, and Time-bound) to define the scope and frequency of the updates or reports, and communicate them clearly to your customer. You can also use the BATNA (Best Alternative To a Negotiated Agreement) technique to explore different options and trade-offs, and find a mutually acceptable solution.

Add your perspective

Giulia Bosco

Prozessmanagement @Audi
Report contribution
Je nach Auslöser können Sie unterschiedlich mit den Kunden verhandeln. Eine klare und transparente Kommunikation ist hierbei notwendig. Ist der Kunde neugierig? Erklären Sie ihm beispielsweise, dass bestimmte Daten nicht auf täglicher Basis betrachtet werden sollten, sondern über einen Zeitraum von Wochen, da sich sonst keine Tendenzen erkennen lassen. In dieser Rolle dienen Sie auch als Übersetzer der Prozesswelt.

Translated

Like

3 Establish a communication plan

The third step is to establish a communication plan that outlines how, when, and with whom you will share the updates or reports. You need to agree on the communication channels, formats, and protocols that suit both parties. For example, you can use email, phone, video call, or online platform to communicate; you can use text, graphs, charts, or slides to present; and you can use formal, informal, or casual language to write or speak. You also need to set a regular schedule and stick to it, unless there are unexpected changes or issues that require immediate attention. You can use a communication matrix or template to document and track the communication plan, and share it with your customer and your team.

Add your perspective

David Halabourda

Project Manager | Process Optimization & Operations Specialist | Published Writer
Report contribution
Once we understand their needs, the next step is to establish a clear communication plan. As a project manager, I suggest setting up regular check-ins and progress reports that align with the project's milestones. This structure approach ensures that updates are meaningful and not just frequent. By agreeing on a communication schedule, we can provide the customer with the transparency they desire while maintaining our workflow's efficiency. This proactive strategy helps manage expectations and keeps everyone on the same page.

Like

4 Manage expectations and feedback

The fourth step is to manage expectations and feedback throughout the negotiation process. You need to be honest, transparent, and consistent in your communication, and avoid overpromising or underdelivering. You also need to be open, respectful, and constructive in your feedback, and invite your customer to do the same. You can use the sandwich method (positive-negative-positive) to deliver feedback, and the active listening method (paraphrase-clarify-summarize) to receive feedback. You can also use the RACI model (Responsible, Accountable, Consulted, and Informed) to clarify roles and responsibilities, and avoid confusion or conflict.

Add your perspective

5 Adapt and improve

The final step is to adapt and improve your communication and negotiation skills based on your experience and feedback. You need to monitor and evaluate the effectiveness and efficiency of your updates or reports, and identify areas for improvement. You can use the PDCA cycle (Plan, Do, Check, Act) to implement changes and measure results. You can also solicit feedback from your customer and your team, and use it to improve your performance and satisfaction. You can use the KISS principle (Keep It Simple and Straightforward) to simplify and streamline your updates or reports, and focus on the key messages and outcomes.

Add your perspective

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

Add your perspective

How can you handle a customer who wants more frequent updates or reports in negotiations?

1

2

3

4

5

6

1 Understand their needs

2 Negotiate the scope and frequency

3 Establish a communication plan

4 Manage expectations and feedback

5 Adapt and improve

6 Here’s what else to consider

Process Design

Rate this article

Thanks for your feedback

More articles on Process Design

More relevant reading

How can you handle a customer who wants more frequent updates or reports in negotiations?

1

2

3

4

5

6

1 Understand their needs

2 Negotiate the scope and frequency

3 Establish a communication plan

4 Manage expectations and feedback

5 Adapt and improve

6 Here’s what else to consider

Process Design

Rate this article

Thanks for your feedback

Explore Other Skills