Sometimes, a client has way more enthusiasm for giving you feedback on a project than the time and budget allows for.
Here are some scenarios, questions and phrases you can use to ground them and get them returning the client feedback you need.
If you’re receiving feedback from everybody
Try: I’m grateful for the feedback. However, as it’s not collated, I am not sure where your priorities lie (or) how to approach conflicting opinions.
Questions:
- What’s usually your strategy for consolidating project feedback?
- Can you give me an idea of priority for the focus of the feedback?
- Who has final say on project outcomes and/or is the project owner?
- Can you please nominate a project lead to collate and focus the feedback going forward?
If you’re not getting feedback at all
Try: Out of the X people, only Y people have sent their feedback to me.
Questions:
- Is that enough feedback from people to proceed with the next round of edits?
- Is there anyone missing who hasn’t supplied feedback I should follow up on?
- XYZ seems to be missing/not engaging with the project. Any tips on making it easier for them to take part?
If the project feedback is delaying progress
Try: We’re in danger of not meeting our deadline.
OR
We’re taking longer than expected to meet milestones.
Questions:
- What’s the best way to get feedback on time from the team?
- Would you like to wait for the remaining feedback or are we okay to proceed?
Two people, two conflicting views
Try: We have two people that haven’t agreed on the direction of the work. It is creating some friction.
Questions:
- Who is the person we need to listen to?
- Who has the most responsibility for the project’s success?
- Are you able to speak to them both and come back with a consensus?
Revisions are blowing out
Try: We’re up to our X round of project feedback. I’m concerned we (pick the strongest answer):
- Won’t meet our deadline
- Are losing the original intent of the project
- Have begun focusing on individual concerns over what is valuable for the project
- Will blow out costs if this continues
- Won’t have the time (or budget) to do the next stages justice
We may need to adjust everyone’s expectations about this project phase.
Question:
- What do you think we should do?
- Would it be alright to leave the feedback there so we can move on?
- Can we get market/audience reactions before we return for more changes?
- What’s the core focus of the project?
- What’s the best way to get projects over the finish line efficiently from here on in?
When the client feedback makes no sense
Try: Unfortunately, the feedback isn’t something I can action as it stands.
Then, pull up examples from the feedback and ask things like:
Question:
- When you say <QUOTE>, what do you mean by that?
- Can you give me an example of what you would like instead?
- What’s the business case behind making this change?
- What’s your vision for the project after it launches? Is the feedback we’re receiving serving that vision?
When the client feedback is about ego
Sometimes, you’ll get feedback from people who don’t care about the project, they just want to look good. Or they want to see their contributions reflected back to them rather than think about what the project needs.
This usually means you need to test for course correction and intent. The way you handle this is by offering them three chances to reconsider before you decide if the fight is worth it.
That can be as simple as:
- Checking on unintended consequences – Have you considered XYZ?
- Asking them to explain it to you – What’s behind your decision to do XYZ?
- Triple checking they really want it – Are you sure that’s the approach you want/change you want to make/direction to go in?
Then, you can decide if you want to play the game and serve the soup, or find yourself another more appreciative kitchen to cook in.
Always remember, the business isn’t yours to risk. Sometimes, you may need to listen. And sometimes, you may need to exit away from whatever political force is dominating the decision making.
Whatever the case may be, if you’re dealing with someone who has a vision for the project that you can’t supply, there’s no shame in leaving.