Bad communication is a problem. No communication is unforgivable.
Productive and long lasting client relationships are nourished through frequent client communications.
As an account/project manager like myself, communication is the only way to find out if you are doing a great job or if there are areas where you can improve. Remember that each and every you communicate with a client, you are doing essentially one of two things – increasing trust or decreasing trust.
Trust with a client can be very difficult to obtain, especially when things don’t go exactly as planned during a project. But nevertheless communication with a client can be the easiest and smartest thing you can do to help you build the trust desired. First, always provide a periodic status update to the client. This can be as simple as a phone call, face to face meeting, or through an email. Even if there is no job progress, the client will be kept in the loop of where the project is at that point in time, increase the potential to build your trust with them.
Next, whenever there’s an important meeting, do a recap of the conversation or meeting and then emailed to each person on the communication, to ensure everyone is on the same page and that you have not left anything uncovered. If you send some documentation, make sure to sit with them (in person or on the phone) and answer any of the questions they may have. Not only will they be able to garner the knowledge needed, but also will be building a trust with you.
Without communication, no relationship stands a chance in any aspects of our life and work.