Instead of throwing it over the wall, invite collaboration.
By Roy Harryman
“Sometimes when I consider what tremendous consequences come from little things, I am tempted to think there are no little things.” – Bruce Barton, advertising executive
One of these small things is the salutation we use when submitting work to a client or project manager.
A common phrase is: “Let me know if you need any changes.”
Another is: “Let me know if you have any questions.”
These are both serviceable. Yet let’s consider the undercurrent of each.
“Let me know if you need any changes” could imply we don’t think any changes are needed … but if you think otherwise, then we’ll get back to work.
The same is true for “ … if you have any questions.” This could be perceived as "You really shouldn’t have any questions. But if you do, I can answer them."
You may wonder if I'm overthinking standard phraseology. But words and phrases have subjective undertones totally unintended by their authors. Because of this, we have to be aware of how language can be interpreted beyond face value.
But even if I’m overthinking it, it doesn’t matter – because there’s a better way. And that is, “Let me know how I can make it better.”
This short phrase is weighted with meaning:
I acknowledge this work is not perfect or complete. It can be improved! I'm not going to be sensitive or defensive about your suggestions.
I acknowledge you can provide valuable input. We are collaborators with the same goals.
I acknowledge I’m here to serve and seek your success, not merely throw a project over the wall and turn off the lights.
Caveat
I can hear someone say, “The client has no idea what he’s doing. His feedback is bizarre. Why would I ask for it?”
This does indeed happen. But the misdirected project manager is going to give the feedback regardless. In addition, what seems off to us make actually reflect pressure the manager is getting from others to make specific changes ("It has to say 'We make it like momma did on the farm'"). Either way, we must to try and understand what the client is trying to accomplish and why. This requires us to maintain an open posture while striving to protect someone from suboptimal ideas. I acknowledge this is challenging.
However, in the vast majority of cases, asking for a client to “let me know how I can make it better” can improve the tenor of workflow and ultimately contribute to a more productive process and result (and better work relationships).
With that said, let me know how I can improve this concept. I welcome your feedback and insights.
Roy Harryman is the principal of Roy Harryman Marketing Communications. He wants to make your project better.