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In this article I am going to assume you already know how project management works and have tools and systems in place that serve your needs. If that’s not the case, check out our blog post about Project Management Basics.
Instead, I want to talk less about the logistical element of project management and more about the human side. As a project manager, you are a middle person between your team and the client, which isn’t always easy. So, here are some lessons I’ve learned during my years of managing web development projects.
Check in with your team (even if you think you know the answer)
As project manager, it’s likely that you are the first point of contact for your clients. They will email, message, text, or even call you and you, naturally, want to be responsive and helpful…but that good inclination can lead you into trouble. Giving bad information is worse than giving no information. It makes you, and your team, look unprofessional and disorganized. But that message is still sitting there and you do need to be responsive. So, what can you do?
Instead of answering directly, learn phrases like, “let me get that information for you,” or, “I believe we can take care of that. Let me consult with my team and follow up.” This type of message acknowledges that you’ve received the question or request and are taking steps to address it/them without committing you to anything. Then, message your team and proceed from there.
Take a breath when you’re on the spot
Using these kinds of phrases is harder, but just as important, over the phone. For example, I’ve had a client call me (unexpectedly) to walk them through a program I’ve never used. You’re on the spot. They are literally sitting in front of their computer waiting for you. What do you do?
It’s tempting to throw up your hands and say, “I have no idea how to do that. Call this person.” (So tempting that I have, in fact, said something similar). However, while that response is true and does direct them to what they need, it also forces the client to be the one solving the problem. Instead, take a breath, and try, “This isn’t my area of expertise. Let me consult with [team member name] and call you back.”
It’s subtly different. You are still saying that you don’t know how to answer their current question or request, but with this language you remain the point of contact and are actively solving the problem for the client.
Ask about priorities
When a client lays out several projects, it can be tempting to tackle everything at once. However, unless you are working on a large project (such as a major redesign), it is likely that you will be working iteratively. That is to say that as you work on projects, they will be released in sequence rather than all at once. So, it’s important to be clear about what needs to happen right now and what would be nice to have at some point. And the best way to do that is to ask.
Ask for more time when needed
Even when things are going well – everyone is communicating effectively and working on their piece of a project – sometimes things take longer than expected. When this happens you really have two choices: crunch or ask for more time.
Occasionally, crunching is the right answer. Sometimes a project must be completed by a specific deadline. But that’s often not the case. Sometimes we simply set deadlines in our heads to have some sense of organization. It can be hard to ask for more time when you’ve agreed on a deliverable with a client, but it’s also important that you’re able to do so. A rushed delivery on a Friday night with QA going into the weekend isn’t a good practice. It can lead to mistakes, rushed work, resentment, and burnout. If a launch can be pushed back to Monday, or even Tuesday, morning without affecting anything else, why not do that?
Learn to ask for more time or readjust delivery expectations. Quite often your client will be fine with it and your team will thank you.
Be kind (to others and to yourself)
As I mentioned at the beginning of this post, being a middle person can be tough. Sometimes you reach out to your team with a question from the client and they don’t get back to you quickly, leaving you in limbo. Sometimes clients will have a big ask at the last minute or will want miracles that you simply can’t deliver.
Ultimately, we are all human. You will make mistakes. Your team will make mistakes. Your client will make mistakes. And, while it’s your job to try to keep everyone on the same track, that doesn’t mean that track will always be perfectly smooth. Be kind to others and to yourself.
