How can you manage client interactions when they are unresponsive?

1 Set clear expectations

One of the best ways to prevent unresponsiveness is to set clear expectations from the start. Communicate with your clients about the scope, timeline, budget, and deliverables of the project, and agree on the frequency and methods of communication. Establish a communication plan that outlines the roles and responsibilities of each party, the milestones and deadlines, and the preferred channels and formats of communication. This way, you can avoid misunderstandings, reduce ambiguity, and ensure accountability.

3 Escalate if needed

If your clients are still unresponsive after several follow-ups, you may need to escalate the issue to a higher authority or a different contact person. For example, you can reach out to the project sponsor, the senior manager, or the decision-maker of the client organization, and explain the impact of the unresponsiveness on the project. Alternatively, you can ask for a referral to another person who can communicate with you on behalf of the client, such as a project coordinator, a business analyst, or a user representative.

4 Document everything

Another important tip to manage client interactions when they are unresponsive is to document everything. Keep a record of all your communication attempts, such as emails, calls, or meeting minutes, and include the date, time, topic, and outcome of each interaction. Also, document any changes or decisions that are made during the project, and send them to the client for confirmation. This way, you can protect yourself from any disputes or claims that may arise due to the lack of communication.

5 Adjust your approach

Finally, you may need to adjust your approach to suit the client's preferences and needs. For example, you can try to use different communication tools or platforms that are more convenient or familiar to the client, such as Slack, Trello, or Google Docs. You can also try to schedule your communication at a time that is more suitable for the client, such as early morning, late evening, or weekend. You can also try to use more visuals or interactive elements in your communication, such as diagrams, prototypes, or surveys, to capture the client's attention and interest.

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?