Project delays are an inevitable part of life. Whenever a task or goal depends on multiple people to be completed, the deadline is most likely going to be pushed out. While some delays can be prevented through better project management, sometimes circumstances are beyond your control.
In a perfect world, clients would be understanding when their project gets delayed by no fault of your own, but in reality, some clients can be unforgiving. Sometimes, clients request services at the last minute or when they’re already behind schedule, and when those services are late, there are real-world consequences for the client.
Technically, it’s not your fault when a client waits until the last minute to contract an important project and there’s a delay. Waiting too long leaves no room for breakdowns, which are going to happen to some degree.
This type of situation is going to happen periodically, so you can’t avoid it, but you can make it a little easier to manage.
Don’t blame the client
No matter how frustrated you are, never blame your client for delays, even when it’s their fault. That doesn’t mean you shouldn’t hold them accountable, but don’t be rude about it. Just be factual. For instance, if they were supposed to provide you with deliverables that you need to move forward, simply let them know the project will be delayed until they can give you what you need and leave it at that.
If you have a casual relationship with a client you’ve let down, regardless of fault, invite them over for a backyard barbecue as an extension of your apology for project delays.
Tell the client what you’re doing to resolve the issue
If you know what to do to get the project back on track, let your client know what you’re doing to move things forward. For example, maybe there was a power outage and you just need an extra couple of days to get back on track. Or, maybe you’re waiting on a third-party
to deliver some assets that you need to move forward.
When your client knows what you’re doing to resolve the issue, they’ll feel more taken care of than if you just stay silent.
Communicate foreseeable issues immediately
Never wait to tell a client their project is going to be delayed. As soon as you think something might hold you back or slow you down, communicate that potential to the client immediately. This will give them time to make changes on their end in case there are time-sensitive implications.
Let go of rude, demanding clients
Some clients are demanding and rude when their project gets delayed. If they’ve contracted you late in the game and you’re just trying to help them get what they need, you don’t have to tolerate their abuse. Cut rude clients loose and don’t work with them again. Don’t feel bad about keeping their deposit if that’s allowed in the contract, but make sure you don’t keep any payments for work you haven’t yet performed.
Going forward, put a clause in your contract that allows you to terminate a project at your discretion, but get advice from an attorney before writing this section into your standard agreement.
Be clear when scope creep is the issue
Most clients don’t know that seemingly small requests on their end can increase the scope of the project, resulting in serious delays. For instance, in the web development world, it’s common for clients to request additional features they originally said they did not want. As a result, a lot of the fundamental work has to be redone, which adds time and money to the project.
Be clear when a client requests changes that count as scope creep so you don’t get stuck doing extra work without compensation. Put a clause in your contract regarding how you’ll handle scope creep. For example, be clear that it will increase the cost and push out the deadline. Then, outline several options at your discretion, like reserving the right to reject requests that create scope creep, pausing to reassess the project before going any further, or requiring a certain percentage of the remaining balance to be due immediately when a client wants to cancel the project.
Strive to do better next time around
There are an infinite number of reasons why projects get delayed, although most can be boiled down to acts of God (like natural disasters), misunderstandings, and poor planning. If you find yourself running behind schedule, apply the lessons to future projects, and you might be able to mitigate the impact of circumstances outside of your control.
