A client said my project updates were confusing and it made me rethink my whole system

I was working on a website redesign for a small bakery in Portland, and after sending my weekly email, the owner called me. She said, 'Anna, I get lost in all the links and notes. Can you just tell me what's done and what's next?' It hit me that my detailed Trello board and separate Google Doc were too much. I was proud of being organized, but it wasn't helpful for her. The next day, I switched to a single, simple Google Sheet with just three columns: 'Done This Week', 'Next Up', and 'Questions For You'. I send it every Friday. Now she replies in minutes, not days. It's a small change, but it saved so much back-and-forth time. How do you keep your project updates clear for people who aren't used to project tools?

3 comments

3 Comments

torres.riley2d ago

What's the point of a system if the person paying you can't follow it? That's a solid fix. I've learned the hard way that most clients just want the headline news, not the whole newspaper. Your three column sheet is basically the same way I handle estimates now, just the big numbers.

owens.laura2d ago

My friend who does freelance coding had the same issue, he switched to just sending a short voice memo each week and his clients love it.

kellyallen2d ago

Actually, voice memos can be a real problem for some clients. They can't be searched later or easily referenced in an email chain. My team tried it and it just created more confusion because nobody could remember what was said. A quick typed summary in an email is way better for keeping a record everyone can check.