Successful projects are the result of effective communication with both the customer and the team. However, communication is a skill that requires understanding and experience. Inna Olenina, a Software Engineer with thirty years of experience, will advise how to properly communicate with customers while regulating the work of the team. Inna has worked with Motorola, Nokia, Nielsen, Kaspersky, Harman, Telma, and other large companies.
Where it all began
Inna Olenina began her journey in the world of Information Technology as a Software Engineer at a large Russian company. Now, she is a Leading Company Engineer in one of the world's largest international analytical companies.
Inna coordinates and directs project development. She takes part in each stage-from formulating the architecture to implementation-while directing the work of the team. She also participates in the creation and documentation, defining how the functionality will be implemented and ensuring that the whole team understands.
"The Lead Engineer plays the role of an expert who establishes the development principles that will be followed throughout. This includes ensuring quality code writing and project implementation."
Inna has accomplished a wide range of projects-services related to data collection and analysis, participation in medical equipment manufacturing, creation of applications for consumer behavior analysis, and collaborations with IT industry giants.
In 2018, after developing a data collection and analytics project for a leading audience measurement company, Inna was asked to continue supporting it as a Functional Manager.
She began taking on the responsibility of managing processes, ensuring planning and execution, coordinating teams, monitoring product quality, and thinking of measures to improve business results.
According to Inna, combining the position of Lead Engineer and Functional Manager was not easy. "Honestly, it was hard to start working with customers-I worked with clients from Belgium, China, India, the Far East and the Middle East. There were language barriers, as well as differences in mentality and manners of communication. Gradually, I realized that I needed to prepare for these meetings by studying their customs. For example, when I met with customers from India, I studied their communication values, learning what is and isn't acceptable."
Communicating with customers
The basis of successful interaction, Inna believes, is clarity in communication and understanding the customer's needs. Sometimes one misunderstanding, even a small one, can lead to serious problems.
"We had a client who was dissatisfied with the way we implemented a feature. He invited us to his place in Latin America, so we flew the whole team there. When we met, the customer simply shouted at us for an hour. Any attempts to resolve the situation were met with a response along the lines of, 'It was better before. I don't want to hear anything.' All of this in raised tones."
Our client's aggression created an unwelcoming environment, but our team was able to take a stand, and the conflict was able to be resolved. Today, we are still in touch with this client.
Difficulties in communication will arise, and it's important to be prepared for them. To understand what your customer wants, you must be capable of listening to them. This will help you discover the inner details, create effective products, and build long-term business relationships.
In communicating with the customer, it is important to take into account their psychological aspects. "I have had the experience of working with a key client for 14 years-12 as a Lead Developer and 2 more as a Functional Manager. What kept him from leaving? Our interaction."
Though there were difficulties throughout the projects' timeline, all were solved by simple human communication and connection. Affability, collaboration, and solution-based mindsets are a whole system that can be developed over time.
Eight ways to improve effective customer communication
Learn to listen actively. Be attentive and ask clarifying questions.
Understand the customer's business. It's worth learning their business processes; the better a manager understands industry, goals and strategies, the easier it is to create products that meet the customer's needs.
Speak clearly and intuitively. Communicate simply, without going into technical terms unnecessarily.
Manage expectations. Tell the truth and be realistic about timelines, budgets and capabilities. It is also worth keeping the customer informed about the status of the project.
Be prepared to deal with changes in customer needs. If difficulties arise, you should discuss and propose a plan of action. This will help to incorporate new requirements into the product while avoiding the disruption of established processes.
Work with the customer as a team. Do not fall into the trap of an inflated ego. Consider the customer as part of the team, and involve them in decision-making and feedback.
Document every step of the process. Record all agreements and changes to the project. This will serve as a protection against misunderstandings or possible conflicts. Additionally, keep documentation for the subsequent transfer of the product.
Learn continuously. Follow trends in customer relationship management to improve communication skills.
In summary-personalized approach, professionalism, and the ability to build trust will create the basis for successful cooperation with customers.
Communicating with your team
Inna believes that in addition to communicating with the customer, the Functional Manager must build trusting relationships with the team. This creates an environment where employees can be motivated and as a result, produce a quality product.
All must understand that the team is a unified system. "Early in my career, I worked on a team that didn't understand eachother. Frontend developers arguing with backend developers, and vice versa. 'You did it wrong, you should have done it differently, you don't know how to do anything.' We lacked experience and hadn't created a functional dialogue. And that's not the way it should be."
Every team member should understand the roles and responsibilities of themselves and the rest of the team, as well as an understanding of what difficulties may arise. There should be open, friendly communication; if someone has a question, they should turn to a team member and receive support.
Five ways to improve effective team communication
Give clear instructions. Formulate tasks in a way that is easy for all members to understand.
Show that you are open to feedback. Create an atmosphere where employees can freely express thoughts and suggestions.
Delegate responsibilities. Don't be afraid to assign tasks and trust team members. This will increase responsibility and motivation.
Organize regular meetings. The team should be aware of current tasks so they're able to plan and analyze results.
Understand the characteristics of employees and support them in their development. This will help to effectively distribute tasks and create a friendly atmosphere within the company.
By following these steps, you can transform your process from a transfer of information to a successful collaboration that inspires and motivates each member.
The bottom line
The main key to successful partnership is effective communication. "It's often like psychotherapy. You must identify what the customer wants, compromise, and rebuild."
Attention to detail, goal setting, and openness are additional tools in forming long-term customer relationships.
And don't forget the relationship with your team-clear and concise mission statements, conflict management, and delegation of responsibility will create a supportive environment where all members can reach their potential.
