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Guide

Give clients an update they can act on

A good update saves a follow-up conversation. Explain the visible progress, the next step and anything the client needs to decide.

Watch for

What to watch for.

  • Photos arrive without an explanation.
  • A question is buried inside a long status message.
  • Internal notes are accidentally copied to the customer.

The routine

A practical routine.

  1. Start with the result

    Describe what was completed in plain language. Choose a photo that demonstrates the change and explain what the client should notice.

  2. Explain the next step

    State the next planned work and any dependency. Distinguish a proposed date from a confirmed appointment.

  3. Make decisions explicit

    If you need approval or a choice, say what is needed and how it affects the work. Keep additional scope in the formal agreement process rather than relying on an ambiguous update.

  4. Check the audience

    Review recipients and attachments. Leave out internal cost details, private access information and other customers’ records. Keep the shared version with the project.

Using this guide

Common questions

For projects where clients need progress visibility between visits. This routine is useful regardless of the communication tool you choose.

How often should I send an update?

Choose a rhythm suited to the work and the client. Useful milestones, changed plans and decisions are stronger reasons than sending an empty daily message.

Related

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