jamestorrevillas Client Communication
Core Principle
Clients don't buy features — they buy outcomes and trust.
Technical quality matters, but the experience of working with you matters equally. Clear communication, honest timelines, and no surprises build the trust that turns one-time clients into repeat clients.
Project Scoping
Before any engagement, get written agreement on:
SCOPE: What is included? What is explicitly NOT included?
TIMELINE: Key milestones and final delivery date
COST: Fixed or hourly? Payment schedule?
REVISIONS: How many rounds of revisions are included?
CHANGE: How are scope changes handled and priced?
SUCCESS: How do we both know the project is done?
The Change Order Habit: Any request outside original scope gets a written change order before work begins — no exceptions.
Setting Expectations Early
Tell clients upfront:
- How you communicate (async vs sync, response time)
- What you need from them and when
- What delays look like and how you'll handle them
- Your working hours and availability
Unmet expectations are almost always unset expectations.
Handling Scope Creep
When a client asks for something outside scope:
"That's a great addition — it's not in our current scope,
but I can add it. It would take approximately [X hours/days]
and cost an additional [X amount].
Would you like me to proceed with a change order,
or would you prefer to keep the original scope
and revisit this in a future phase?"
Never say yes to scope additions without acknowledging the impact on timeline and cost.
Delivering Bad News
When something goes wrong or timelines slip:
1. Tell them early — as soon as you know, not when the deadline passes
2. Own it — don't blame tools, third parties, or vague circumstances
3. Explain what happened — briefly and honestly
4. Present your solution — what you're doing to fix it
5. Give a new realistic commitment
Example:
"I want to give you an early heads up — the payment
integration is taking longer than expected due to [specific reason].
I'm still committed to delivering by [new date],
and the rest of the project is on track.
I wanted to tell you now rather than on the original deadline."
Handling Difficult Feedback
When a client says "this isn't what I wanted":
1. Don't get defensive — ask clarifying questions first
2. "Can you show me specifically what's not working for you?"
3. Distinguish: design preference vs requirements mismatch vs your error
4. Respond to each type differently:
- Your error → fix it at no charge, apologize once
- Requirements mismatch → review original brief, find middle ground
- Preference change → treat as scope change