Watching a client's face go blank when I showed them my 'process document' was the wake-up call

I spent two whole days making this detailed 15-page guide on how I handle projects, thinking it made me look professional. The client just stared at it, then asked if they could just get a simple email with the next steps. Do you think we overcomplicate things trying to look legit?

3 comments

3 Comments

jamiesingh11d agoMost Upvoted

Ugh, been there. @the_julia is right about the fancy binder thing. We make these huge process docs to feel secure, but clients just want to know what happens next and when. That blank look means you gave them homework instead of a clear path forward. Keep the manual for yourself and just give them the simple steps.

shah.olivia1mo ago

That "wake-up call" is the whole point. The process document isn't for the client, it's for you. Their blank face means you gave them the blueprint to the kitchen when they just wanted a meal. The overcomplication happens when you send it to them. Keep your 15-page bible internal. What they need is that simple email with clear next steps, which your process lets you write in two minutes. Your system makes you reliable, not the doc itself.

the_julia1mo ago

Oh man, that document was probably fancier than their wedding invite. Classic case of bringing a binder to a coffee chat.