Upwards Communication for Client Alignment

For Freelance Marketers, upwards communication is key to alignment with your clients.

As a freelance marketer, you know the importance of staying aligned with your client. But if you’ve worked for many organizations in your time, you’ll know that every company does organizational communication differently.

By maintaining open communication, you can ensure that both parties are on the same page and expectations are being met. From experience as client and freelancer, I can say few things are worse than delivering a project only to find out the client wanted something else entirely.

In this article, we will discuss the need for upwards communication and how to go about it effectively. We’ll also provide tips for avoiding common pitfalls that can lead to misunderstandings and frustration on the part of your client.

What is upward communication?

Upward communication is a term used in business to describe the flow of communication and information from employees to managers, and then further up to leadership and executives.

It’s a way for managers to ensure that everyone is on the same page and that expectations are going to be met. In a nutshell, upward communication is all about keeping everyone aligned and ensuring that there are no misunderstandings.

But upwards communication is also the process of providing or asking for feedback directly from your manager or client.

To me, it’s about creating alignment before starting on major projects or tasks. This ensures that the end result is as close as possible to the desired objective. 

Why is upward communication important for freelancers?

In the freelancing world, it is just as important for independent contractors to keep their clients updated and informed about the work they are doing. After all, the client is the one who ultimately decides whether or not the project is a success.

By communicating regularly and effectively, freelancers can ensure that their clients are always up-to-date on the latest developments and that they understand the work that is being done.

Common mistakes that freelancers make when it comes to upward communication

In my experience, the biggest roadblock to effective communication is not attempting to communicate at all.

For example, freelancers may hesitate to ask questions or voice concerns for fear of seeming incompetent. Second, they may try to take on too much work in an effort to please their clients, which can lead to errors.

Moreover, they may be reluctant to give feedback or critique their client’s work for fear of offending them. While it’s important to be professional, it’s also important to communicate effectively in order to avoid these common mistakes. While it may be uncomfortable at times, making the effort will build your confidence in the long run. 

How to communicate upward with freelance clients?

Upward communication is essential for any marketing freelancer. After all, you need to be able to keep your clients updated on your progress, answer their questions, and get feedback from them in order to do your best work. But how do you communicate upward effectively?

Here are a few tips:

Be Clear and Concise in Your Communication

First of all, make sure that you are clear and concise in your communication. Your client should always be able to understand what you are saying and why it is important.

One of my best managers taught me to communicate utilizing the Pyramid Principle. I now teach this method to all the junior marketers that I work with.

How does the Pyramid Principle work?

Very simple: start communication with the answer or solution first. Follow this with a logical order of summarized supporting arguments.

Sounds simple enough right?

But why don’t we do it?

You see, humans typically like to communicate with stories. We start at the beginning and lead the audience to our conclusion in chronological order.

What’s the problem with story-telling like this?

Imagine your client, could be the CEO of a small or medium-sized business. They have no time on their hands, and they don’t care about all the details of our stories.

I can be guilty of this sort of impatience. Just tell me why I should care, and why I should continue to read or listen. 

How to Communicate with the Pyramid Principle.

This is called the pyramid principle because it’s a top-down style of communication. The top of the pyramid is your answer and doesn’t need much width.

When you are asked what you or your client should do, you should answer “XYZ is what you should do“. Don’t tell a story highlighting all the details, tell them what they should do, or what you can do for them.

Only then should you provide answers to why your client should pursue your suggestion. Such communication will make the decision-making process for top management far more effective. This is a great way to build mutual trust with your client’s upper management.

When you take a moment to ask yourself: “what actually matters to my boss, manager, or client?“, you’ll communicate in a manner that hooks your clients.

Especially in written feedback and communication. You can use this type of upwards communication in emails, proposals, presentations, and meetings. And you’ll be that much more persuasive because of it.

Interested to learn more? Check out this great Medium article on the Pyramid Principle.

Really want more? You can read the book behind the concept. Order here on Amazon.

Ask for clarification when needed in client requests

As a freelance marketer, you’ll often receive requests from clients that are somewhat vague or incomplete. It’s important to clarify these requests before beginning work, otherwise you risk doing something that the client doesn’t actually want or isn’t willing to pay for.

Here are a few tips on when and how to ask for clarification from a client:

• When in doubt, ask. It’s better to clarify a request upfront rather than getting partway through a project only to realize that you’re not on the same page as the client.
• Be specific in your questions. This will help the client understand what you need to know in order to proceed.
• Ask for examples: If the client is being evasive, try asking them to provide examples of what they’re looking for. This can be especially helpful if they’re having trouble articulating their vision for the project.
• Respect the client’s time and budget constraints. Don’t hesitate to ask for clarification if you need it, but also be mindful of how much time and money the client is willing to invest in the project.

Proactively communicate concerns

As a freelance marketer, it’s important that you proactively communicate concerns about your clients, their company processes, or any issues that you run into. Providing feedback, even if it is negative feedback, is an essential part of upward communication.

By doing so, you can build a rapport with your client, increase workplace trust, and show that you’re invested in their company’s success. Whether it’s about how other employees feel or your own job responsibilities

Proactive communication can help to resolve any issues that arise during the course of a project. By keeping your client informed of your concerns, you can avoid misunderstandings and ensure that the project is completed successfully.

Be responsive to your client’s needs and concerns

Finally, be professional and responsive to your client’s needs and concerns. If they have questions or feedback, make sure that you listen carefully and address their concerns promptly. Again, respond with your answer first, as part of using the pyramid principle.

Benefits of upwards communication for both freelancers and clients.

Freelancers can build trust and better relationships with their clients by communicating upward.

Clients can make more informed decisions, as well as resolve any issues that may arise, through proactive and responsive communication.

For upper management: encourage employees to practice effective upward communication

Communication is key in any organization, yet it can be difficult to foster effective upward communication. Upward communication occurs when an employee sends information to a superior, and it is essential for ensuring that employees are able to voice their concerns and share their ideas.

As a freelancer, you’re bound to be working with people at your level or below for clients. You might even hire freelancers yourself to help deliver certain projects. If you’re working in these situations for more than a couple of weeks, I encourage you to foster upward communications where you can.

Here are a few tips for how to foster effective upward communication in your organization:

• Encourage open communication: Encourage colleagues and direct reports to speak up and voice their ideas by creating an open and inclusive environment. This can even be done in meeting format by soliciting agenda topics for weekly team meetings.
  
  
• Make it easy to provide feedback: Make it easy for employees to provide feedback by setting up an easily accessible system, such as an online form or an email address. The best managers provide consistent opportunity to foster upward communication.
  
  
• Choose the right communication mediums: For example, with sensitive conversations, it might be best to have a conversation.
  
  I remember once being upset with a comment that an executive at a startup had made during clean up from an event. I always need some time to process these things, so I wrote down how I felt. But more importantly, I came with suggestions on how he could approach the situation better from my perspective. Instead of sending an email, I asked if I could schedule a short walk together so I could share my feedback. During the conversation, I had my phone with notes out so I made sure I could communicate effectively. The situation went down very well. The executive appreciated that I took the time to not just complain, but make the most out of it.
  
  
• Follow up on suggestions: Show employees that their suggestions are valued by following up on them and implementing them when possible.

By following these tips, you can create an environment that encourages upward communication and ensures that employees feel heard.