October 1st, 2008 Posted in Business, Project Management

Some clients are impossible

When doing technical projects that involve lots of critical decision and prerequisites, I send out detailed Project Briefs to clients.  They often send them back, merrily signing them and saying that everything is fine.  However, I have started to realise that one of two things is happening.

1. They don’t understand the brief, but sign and return it anyway.

2. They think they have understood it but haven’t, sign and return it.

This puts me in a tricky position.  I cannot tell whether they have understood it or not unless they let something slip that betrays that fact.  When it comes down to the install not being able to proceed because of their misunderstanding, I could refer to the brief and make them correct the situation or charge them extra to remedy it for them.  That seems incredibly harsh, and feels like it could easily drive clients away.

What can be done in this situation?