Uncertainty creates dissatisfaction. A client may not really know how you are going to tackle an assignment, who will do the work, how long it will take, how much it will cost, or whether it will work. Although the process may be very familiar to you, it may be unfamiliar to a client. Keep clients informed, don’t make assumptions, make sure you provide complete information, and be sensitive to their needs. Let clients know the work you are doing behind the scenes; they aren’t mind readers. Sometimes clients can be reassured by providing estimates or best guesses; remember that clients are accountable to others in their organization and must provide them with answers.
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