Preparing Clients For Potential Risks

Effective client management begins with proactive engagement, anticipating needs and potential hurdles. Mastering the art of listening plays a crucial role in this approach, allowing us to gain deep insights into our clients' operations and strategic objectives. Imagine setting the stage at the beginning of a project by discussing with your client: Dependency Exploration: 'Can we discuss any dependencies your team has on this project’s milestones? Understanding these can help us ensure alignment and timely delivery.' Impact Assessment Question: 'Should unforeseen delays occur, what impacts would be most critical to your operations? This will help us prioritize our project management and contingency strategies.' Preventive Planning Query: 'What preemptive steps can we take together to minimize potential disruptions to critical milestones?' Success Criteria Definition: 'How do you define success for this project? Understanding your criteria for success will guide our efforts and help us focus on achieving the specific outcomes you expect.' These discussions are essential for building a roadmap that not only aligns with the client’s expectations but also prepares both sides for potential challenges, reinforcing trust through transparency and commitment. By adopting a listening approach that seeks comprehensive understanding from the onset, we can better manage projects and enhance client satisfaction. Let’s encourage our teams to integrate these listening strategies into their initial client engagements. How have proactive discussions influenced your project outcomes? Share your experiences and insights. #ClientRelationships #AdvancedListening #BusinessStrategy #ProfessionalGrowth

🏢 Architects: Each project is unique—and it’s OK to talk about how tough that is. As architects, we know that every project is a unique puzzle, so it’s inevitable that some things won’t go as planned. Whether it’s a delay with materials, unexpected site conditions, or changes in regulations—there are always factors beyond our control. What truly matters is how we handle these challenges. But here’s the thing: it’s OK to acknowledge these bumps. Our clients are paying us to help them navigate these challenges. Here are three key strategies you can implement to ensure your client feels informed and confident throughout the process: 1️⃣Better client onboarding Start by setting expectations from day one. Be clear about the possibility of changes and hurdles, and outline the steps you’ll take to address them. Giving clients a realistic view of the journey upfront builds trust and mitigates potential surprises down the line. 2️⃣Client dashboard for real-time updates Give your clients access to a simple, easy-to-use dashboard where they can stay updated with the latest information. This ensures they are always in the loop and helps reduce misunderstandings. Transparency is key, and a dashboard gives them real-time insights into timelines, decisions, and progress. 3️⃣Consistent, proactive communication The key to managing challenges is staying ahead of them. Keep your clients informed every step of the way—don’t wait for them to ask questions. Proactive updates and clear explanations ensure clients feel confident, even when things don’t go as planned. 🔑 The takeaway? The complexities of our work make us valuable, but how we handle them is what sets us apart. Simplifying the process for our clients builds trust and makes the journey smoother for everyone. 💬 How do you approach communicating challenges with your clients? I’d love to hear your strategies! _____________________ Hi, 👋🏻 I'm Evelyn Lee, FAIA | NOMA I've been on the client side for over a decade and have spent the last five years in tech, helping create exceptional employee experiences while growing the business. Now, I help architects: ⇒ Think Differently ⇒ Redefine Processes ⇒ Create Opportunities

As the self-proclaimed OG of the statement "Ask Your Client How They Make Money" I'm compelled to remind you that asking the question is just the beginning. It’s now mainstream for MSPs to say, “Ask your client how they make money.” Which is awesome! If you're an MSP, you’ve heard it by now because it resonates. It’s the starting point for aligning risk assessments with your client's core business drivers, helping you shrink their risk to revenue. But, from my observation, you need help on the next (and most important) steps. Asking the question is just step one. If you're not doing anything with the insight, you're just having a conversation. ->You need to know what to do next to make it actionable. Here’s how to actually follow through: 1-When you ask how they make money, focus on what directly impacts their revenue. Is it a proprietary platform? Sensitive customer data? These are your golden nuggets. 2-Now that you know what drives revenue, follow the bouncing ball. Where does this data live? How’s it processed, shared, stored? Protecting these data flows is your top priority. Start mapping your threat models here. 3-Dive into who has access to systems, what security measures exist, and where shadow IT hides. Don’t overlook potential vulnerabilities in their tech stack. This is where the real risk is...human and technical. 4-Don’t treat all risks the same. If the client’s revenue hinges on a specific app, assess the risks to that app. If it’s a customer database, focus on data protection. If it's phones, focus on the phone system. Make it specific to their needs. 5-Your report needs to speak THEIR specific language. Focus on how each risk impacts revenue. Don’t drown them in technical jargon. Use clear, relatable language to show how mitigating these risks will directly protect their income. 6-Identifying risk isn’t enough. Offer specific, actionable recommendations, whether it’s additional security measures, better access controls, or employee training. Ensure the solutions align with their business goals. ->Asking about how your client makes money is smart, but if you’re not following up with a tailored, actionable risk assessment, you're missing opportunities. The real value lives in understanding those business drivers, mapping risks to them, and providing clear steps to mitigate exposure. MSPs who execute this well will stand out, build trust, and win long-term client relationships. The next time you ask the question, have your actionable steps ready and ensure your recommendations directly protect their revenue. #msp #business #risk #security #OG