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Since 2005, we have handled over 1500 offshore projects for clients from US, UK, Australia and  Europe and have built a good reputation for doing solid, disciplined software outsourcing  work that is delivered within schedule and budget.

To improve service quality, pay attention to these points when communicating with clients.

source from: internalpublish date: 2023年5月3日

Attitude of courtesy:

 We need to remain courteous and restrained; 

The client may not be professional, but we are professionals; 

When the client challenges our rules, the principle is: the tone should be gentle, the attitude should be firm; 

Do not interrupt the client when they are speaking, but tactfully bring them back to the topic if they stray off-topic; 

Listen actively; 

Proactivity: We need to proactively ask clients about project backgrounds, tools, specifications, etc. This demonstrates our professionalism and initiative. 

If there are problems or difficulties in the project, we should promptly report to the client instead of waiting until the very end to inform them, which would provoke the client's anger. 

Be proactive when responding to feedback from clients. For example, if a website cannot be accessed, do not simply try to avoid responsibility or say you don't know. Instead, analyze the problem, find the root cause, and propose solutions. 

Provide suggestions: We should not blindly follow everything the client says. Instead, we should combine our professionalism and understanding of the industry to provide the client with better suggestions and help them think more deeply. Clients also appreciate hearing these suggestions. 

Means of communication:

 A picture is worth a thousand words. Combining prototypes, sketches, and other means of communication can achieve twice the result with half the effort; 

Give clients multiple choices: when proposing a plan, provide several options and explain their pros and cons, as well as your own recommendations. Let the client choose among them, rather than asking an open-ended question. 

Think more thoroughly before asking questions, especially for overseas clients who respond slowly. Don't wait for the client to reply to one question before asking the next one; Don't talk about things that are not the responsibility of the project manager: When a client makes demands the company does not allow (such as free change processing or early deployment to the official environment), explain that you don't have the authority. For matters involving money, consult sales; Written records and confirmation: During verbal communication, summarize and repeat what the client says for confirmation; 


After verbal communication, organize it into written text and send it as a memo

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