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4 Apr 2025
Talk Less, Communicate More
Eight client communication rules from a studio that has run hundreds of projects: set expectations, speak their language and be proactive.
8 Strategies for Communicating Like a Pro
Ever sent an email, waited days for a reply, and finally got… “Sounds good.”? Client communication can be a minefield: too little, and they feel ignored; too much, and you become spam.
The trick? Be clear, be proactive, and (please) read between the lines. Strong communication means managing expectations, avoiding misunderstandings, and keeping projects on track.
Here’s how to get client communication right without losing your sanity.
Here are 8 Strategies for Communicating Like a Pro
1. Set Expectations
1. Set Expectations on Day One
Before you send a single design, outline how you work, how often you’ll check in, and what’s expected from them. Answer these questions upfront:
→ How often will you send updates?
→ How should they provide feedback?
→ What’s the project timeline, and what delays could happen?
Clear expectations = fewer surprises, fewer headaches.
2. Speak Their Language
2. Speak Their Language, Not Yours
Clients don’t care about “kerning issues” or “scalability in responsive breakpoints.” They care about how design or strategy impacts their business goals.
Bad communication: “This layout follows an 8pt grid for better vertical rhythm.”
Better communication: “This design improves readability and makes content easier to scan, helping users find information faster.”
Drop the jargon. Tie everything back to what matters to them.
3. Be Proactive, Not Reactive
Waiting for a client to ask for updates? You’ve already lost.
Clients feel more confident when you’re ahead of the game. Regular check-ins, clear timelines, and a heads-up on potential delays build trust and prevent last-minute panic. A simple “Just a quick update on where things stand” email can make all the difference.
4. Over-Communicate Deliverables
🚫 “Here’s the final version.” (Final Final_RealFINAL_v3.5.pdf)
✅ “This version includes X, Y, and Z changes based on your feedback. Please confirm if this aligns with what you had in mind, or let us know any final tweaks.”
Every deliverable should come with:
→ A summary of changes
→ A clear ask (Do they need to approve, review, or provide feedback?)
→ A deadline for their response
The clearer you are, the faster the approvals.
5. Use the Right Tools
5. Use the Right Tools for the Right Conversations
Different types of communication work best in different formats. Choose wisely:
Quick updates? Slack, email
Detailed feedback? Loom, Google Docs
Confusing back-and-forth? Jump on a call
High-stakes discussions? Zoom or face-to-face
Choosing the wrong tool = delays, misunderstandings, and frustration.
6. Ask Better Questions
6. Ask Better Questions for Better Feedback
Clients often don’t know how to give useful feedback. Instead of “Do you like it?”, try:
→ “Does this align with your business goals?”
→ “Does this solve the problem we identified?”
→ “Is there anything missing that would make this more effective?”
Good questions lead to better feedback, fewer revisions, and happier clients.
7. Manage Difficult Conversations
7. Manage Difficult Conversations with Solutions
Client: “Can we launch this next week instead?”
🚫 Bad response: “That’s impossible.”
✅ Better response: “We can hit that date if we simplify X or move Y to a later phase. Let me know what’s most important to you.”
Instead of saying no, offer solutions. Difficult conversations don’t have to be battles. They should be collaborations.
8. Clear Next Steps
8. End Every Call with Clear Next Steps
Before hanging up or closing an email thread, always confirm:
→ What’s been decided?
→ What’s the next step?
→ Who’s responsible for what?
A 30-second recap avoids weeks of back-and-forth.
9. Learn When to Push Back
9. Learn When to Push Back (Tactfully)
Sometimes, clients make requests that hurt the project (“Can we make the logo bigger?”). Instead of arguing, educate them:
→ Instead of: “That won’t work.”
→ Try: “A larger logo may distract from the call-to-action, should we test it side by side and see what converts better?”
When you push back strategically, clients respect you more.
10. Follow Up
10. Follow Up, Even When You Think You Shouldn’t
No response? No problem. Clients are busy. Send a polite follow-up.
Rule of thumb:
• After 2-3 days → “Just checking in on this, let me know if you need anything from me!”
• After 1 week → “Following up to see if you had any thoughts, happy to discuss anytime.”
Clients appreciate persistence when it’s done with care.
Oops… That Was 10, Not 8!
Oh, well…what can we say? Good communication deserves a little extra love. Consider those last two tips a bonus round, because when it comes to keeping clients happy, overdelivering is always a good strategy.
Final Thought
Great communication means saying the right things at the right time, not saying more.
Master this, and your clients will trust you, respect you, and (hopefully) never send vague ‘thoughts?’ emails again.
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