Diary of a Leader: How Transparent Communication Builds Stronger Client Relationships
- Lindsay Sheldrake
- Mar 19
- 4 min read
Updated: Apr 4
Welcome to "Diary of a Leader" - Real Stories, Leadership Lessons, and Personal Growth
Ah, leadership! The thrilling, heart-racing journey of ups, downs, and all the delightful chaos in between.
Welcome to "Diary of a Leader," where I peel back the curtain on the good, the bad, and the downright awkward moments of being a leader.
Leadership is more than a role; it’s a responsibility to grow, inspire, and help others reach their potential. So, as I reflect on my lessons learned, my goal is to equip you with the insights and tools to lead with clarity, authenticity, and impact.
And Today, I’m Serving Up a Leadership Lesson About Transparent Communication.
Let’s start with this: when you’re leading projects in a service-based business, your most important stakeholder isn’t just your team—it’s your client. At the end of the day, everything comes back to delivering value to them. And that means keeping them engaged, informed, and confident in the process.
I learned this lesson firsthand.
Shifting from Reactive to Proactive Communication
When I stepped into my first production management (project leadership) role, I was suddenly accountable for $5 million worth of projects—a huge responsibility. My first concern? How little we were communicating with our clients.
The company had an unspoken rule: talk to the client only when absolutely necessary. The fear was that too much communication could open the floodgates for excessive feedback, revisions, and delays. And I get it—when you work in a design-driven business, the revision cycle can be a slow and painful death if not managed properly.
But here’s the thing: not communicating enough is just as dangerous. If a client doesn’t see the value in what you’re providing, you risk something even worse—a long, slow erosion of trust. And once that trust is gone, so is the relationship.
So, I decided to try something new.
The Weekly Client Update: A Simple but Powerful Shift
introduced weekly project updates during fabrication. The goal? To keep the client engaged, excited, and reassured about the progress of their investment.
It created anticipation. Clients felt connected to the process and looked forward to seeing their project come to life.
It minimized surprises. If we misunderstood part of their vision, we could catch it early—before the project was completed.
It reinforced value. Regular updates reminded them of the craftsmanship, effort, and expertise going into their project.
There was some internal pushback at first. What if clients started demanding endless changes? What if this slowed down production? But in five years, we only had one instance where a client requested a modification based on an in-progress photo.
And even then, the situation was manageable.
The Creative Industry’s Biggest Challenge
In traditional project management, scope, timeline, and budget are locked in early. But in a creative industry, those elements evolve constantly—design changes, material challenges arise, and innovation happens in real time. Trying to force rigid processes onto something that is inherently fluid? That’s a fast track to frustration.
So, how do you bring structure into a world that resists it? You prove that structure isn’t the enemy of creativity—it’s the thing that enables it.
Turning Feedback Into a Positive Conversation
That one time a client wanted to change a design mid-fabrication, we had a clear path forward:
We explained our design choices. We reminded them why certain specifications were made and how everything tied into the overall vision.
We provided options. We let them know that changes were possible but would require adjustments to the budget and timeline.
We reinforced the value of their investment. Once they saw the full picture, they decided to trust the process and keep everything as is.
A few months later, their project arrived—and they were over the moon with excitement.
This experience cemented a crucial lesson for me: when you control the conversation proactively, you build trust, eliminate uncertainty, and create better outcomes for everyone.
The Leadership Takeaway: Proactive vs. Reactive Communication
I’ve carried this lesson with me ever since. Whether you’re leading projects, managing stakeholders, or growing a business, the principles remain the same:
✔ Frequent, structured communication prevents surprises. Keeping clients informed removes the fear of the unknown.
✔ Transparency builds trust. People appreciate it when they know what’s happening and why.
✔ Owning the narrative keeps you in control. If you don’t lead the conversation, someone else will.
✔ Managing expectations proactively is always better than damage control. Catching concerns early avoids last-minute chaos.
The bottom line? Clients don’t just want a great final product. They want confidence in the journey.
Wrapping Up (Because Time is Precious)
Here’s the takeaway: communication isn’t just a box to check—it’s a strategic tool.
If you’re leading projects, don’t wait until there’s an issue to engage with your client. Keep them in the loop, set clear expectations, and build a relationship based on trust and transparency.
Because at the end of the day, great project management isn’t just about delivering results—it’s about making sure your clients feel valued and informed every step of the way.
Catch you next time, fellow leaders-in-training—and remember, the best leaders don’t just react—they lead the conversation.
Stay tuned for more reflections and lessons from the trenches of leadership in the next installment of
"Diary of a Leader"
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