Many times in the course of working in a service business one works upon assumptions. You may know background information on a client and can perform many tasks based on what you believe to be your clients’ preferences. These assumed preferences are based on your knowledge of the client, your history with the client, and past behavior of the client. All of these can allow you to make an informed, assumed, decision and carry out a plan, or a series of tasks.
Well recently, I was working in exactly this fashion with a long-standing client. We were looking at hitting a deadline and publishing something by a certain day and time. The assumptions kicked in and long story short something went out the door that was not ready in the clients eyes. It was grammatically and syntactically correct. However, there was content that needed updating, and we did not have access to that information late in the day. So, things were queued up and sent out the door.
The ramifications from this were not severe. However, the amount of work and “triage” needed to resolve the issue were a bit inconvenient. It would have been a wiser move to hold on until the morning.
All of this of course is from the service provider’s side of the equation. From the client side things are very different. There is a deadline to meet and if there is wiggle room it will be used if need be.
So what is the take away?
- Confirm deadlines and deliveries with clients
- If the project is not ready, or you are unsure, renegotiate the deadline if possible
- Always ask if everything is complete with the project
- Get a physical signature, or email from client confirming that content can “leave the building” (We use a sign-off form for all projects, or if time is tight we ask for an email from them that grants permission)
It is rather easy to make sure all the “T’s” are crossed and “i’s” are dotted. Try not to get caught up in the deadline shuffle.
Do you have any tried and true techniques for handling deadlines?
Let me know below.