📋 Project Manager SOP
Client Communication, Timeline Management & Delivery Excellence
"A project is only as good as the process that delivers it"
The Tale of Two Projects
Why Process Matters More Than Talent
Let me tell you about two projects that started the same day.
Project A (No Process): Client messaged requirements on WhatsApp. PM said "okay, we'll start." No questionnaire, no kickoff call. Day 5: Developer asks "what's the brand color?" PM messages client. No response for 2 days. Day 10: Client sees progress and says "This isn't what I wanted." Day 21: Project finally delivered. 3-star review. "Communication was poor."
Project B (Our Process): Client completed onboarding questionnaire within 24 hours. Kickoff call scheduled. All assets received Day 1. Daily progress updates sent. Day 7: Client approves design direction. Day 14: Delivered on time. 5-star review. "Best agency I've worked with. Communication was exceptional."
🚨 NON-NEGOTIABLE PM PRINCIPLES
1. CLIENT NEVER WAITS FOR UPDATE
You update them BEFORE they ask. If a client has to message "Any update?" — you've already failed.
2. DAILY UPDATES ARE MANDATORY
Send updates in BOTH places:
- 📩 Inbox/Messages — Direct message to client
- 📋 Order Update Chat — In the order page comments
Even if NO progress was made, send an update. "Working on X today, will share preview tomorrow."
3. PROBLEMS ARE COMMUNICATED IMMEDIATELY
Bad news doesn't get better with time. If there's a delay, tell client within 2 hours of knowing. NEVER surprise them on delivery day.
4. EVERY REQUEST IS DOCUMENTED
Verbal agreements mean nothing. Everything in writing. "As discussed, you've approved X. Confirming in writing."
5. SCOPE IS SACRED
What's in the proposal is what's delivered. NEW requests = NEW quote. No exceptions. No "just this one thing."
🔴 6. EARLY CANCELLATION FOR TOXIC CLIENTS
Even after payment, we can cancel orders for problem clients. Red flags after onboarding:
- Excessive demands outside scope
- Rude/aggressive communication
- Unrealistic expectations despite explanation
- Signs they will drain resources for minimal outcome
- Previous bad experiences with other agencies
Script: "I'm really sorry, but due to some unexpected personal/health matters, I won't be able to continue with this project. I'm issuing a full refund. I apologize for any inconvenience."
Better to lose a project than your sanity. We don't work with clients who give us PTSD.
7. UNRESPONSIVE CLIENTS = KEEP WORKING
If client stops responding, DO NOT pause the project.
- Complete the project to YOUR best expectations
- Make design/content decisions based on industry standards
- Send daily updates documenting what you've done
- When client returns, adjust based on their feedback
Rule: We deliver on time, not when the client finally responds.
✅ 8. MEETING FORMAT
For all client calls, use the 1+1+C format:
- 👨💼 1 Project Manager — Leads call, handles communication
- 👨💻 1 Developer — Answers technical questions
- 🧑💼 Client — Decision maker present
Schedule immediately after request. Don't delay meetings — they show we're serious and engaged.
👔 TEAM LEAD RESPONSIBILITIES
If you are a Team Lead, these are your ADDITIONAL duties.
⚠️ Communication Accountability
You are RESPONSIBLE if team members don't respond to messages.
- Ensure team responds within SLA during work hours
- If someone isn't available, YOU respond on their behalf
- Call team members individually if not responding in group
- Inform management immediately if team members not responding after 3 attempts
💬 Client Communication Shifts
| Morning Shift | 7:00 AM - 10:00 AM — Fiverr chat monitoring |
| Evening Shift | 7:00 PM - 10:00 PM — Fiverr chat monitoring |
If Reporting Manager on leave, Team Lead takes additional shift.
Use ChatGPT Custom GPT for Fiverr chat responses.
🆕 New Member Onboarding
- Pair new member with experienced team member for first week
- Guide through all SOPs and rules within first day
- Explain hierarchy and reporting structure
- Schedule 15-minute daily check-ins for first 2 weeks
✅ Quality Gate Responsibility
- Review ALL store submissions before client delivery
- Get work checked by peers before sending to client — teamwork approach
- Return work with specific feedback if issues found
- Only approve for client delivery after personal verification
📋 Daily Team Lead Checklist
- Post daily: "Team working today: [Name1, Name2, Name3...]"
- Post daily: "On Leave: [Name - Reason]"
- Call individual members who haven't posted by 11:00 AM
- Submit consolidated attendance to management
Project Management Best Practices
💡 The PM Mindset
Your job is to make chaos disappear. Clients should feel calm and confident, never stressed or confused.
1️⃣ The Definition of Done ✅
A task isn't "done" until:
- Tested on multiple devices
- Reviewed by someone else
- Client can use it without asking questions
2️⃣ The 90% Rule ⚠️
Projects feel nearly done at 90%. The last 10% takes 50% of the time.
Budget accordingly and set client expectations.
3️⃣ The Buffer Principle 🛡️
Always add 20-30% buffer to time estimates.
If you think 5 days → Quote 7 days
Under-promise, over-deliver.
4️⃣ The "What Could Go Wrong" Check 🔮
Before starting any project, list 3 things that could go wrong.
Then plan for them.
5️⃣ The Single Point of Contact 👤
Every project has ONE decision maker on client side.
If multiple people give conflicting feedback, escalate to the designated contact.
6️⃣ The Scope Lock 🔒
After sign-off, scope changes = new quote.
"That's a great idea! That would be an additional [X]. Want me to add it to the project?"
7️⃣ The Daily 3-Question Check 📋
Every morning, answer:
- What did I do yesterday?
- What will I do today?
- What's blocking me?
8️⃣ Urgent vs Important ⚡
Classify every task:
- Urgent → Do now
- Important (not urgent) → Schedule
- Neither → Delete or delegate
9️⃣ The 30-60-90 Check-In 📍
For long projects, check alignment at 30%, 60%, and 90% completion.
Catch drift early before it becomes expensive.
🔟 The "No Meeting Day" 🧘
Block one day per week for deep work with zero meetings/calls.
Protect focus time — it's your most valuable resource.
Client Onboarding (First 24 Hours)
⚠️ The 24-Hour Rule
The first 24 hours set the tone for the entire project. A smooth start = smooth project. A chaotic start = problem project.
Onboarding Checklist
Send Welcome Message — Introduce yourself, share questionnaire link, explain next steps
Request Shopify Collaborator Code
"To give our developer access to your store, please share your Shopify collaborator code:
1. Log into Shopify admin
2. Go to Settings → Users and permissions
3. Scroll to 'Collaborators' section
4. Copy the 4-digit code and send it to us
This is the secure way to grant access without sharing passwords."
Once received: Developer will request access using the code, then client must approve the request in their Shopify admin.
Schedule Kickoff Call — 15-30 minutes to align on vision and expectations
Confirm ALL Assets Received — Logo, brand colors, product images, content
Hi [Client Name]! 🎉
Welcome to Digital Heroes! I'm [Your Name], your dedicated Project Manager. I'll be your single point of contact throughout this journey.
Here's what happens next:
1️⃣ Please complete this onboarding questionnaire (5 min): [Link]
2️⃣ Grant us Shopify access: Settings → Users → Add Staff → [email]
3️⃣ Share your brand assets (logo, colors, product images) via [Google
Drive/Dropbox link]
Your Timeline:
📅 Expected Delivery: [Date - 14 days from now]
📊 Daily Progress Updates: Every evening by 6 PM
🔄 Revision Rounds: 2 included (consolidated feedback requested)
I'll schedule a 15-minute kickoff call once you've completed the questionnaire.
Questions? I'm here! 🚀
Onboarding Questionnaire (Must-Have Questions)
| Category | Questions | Why It Matters |
|---|---|---|
| Brand Identity | Brand name, tagline, logo files (PNG/SVG), brand colors (hex codes) | Without this, design can't start |
| Reference Stores | 3 stores you love (and why), 1 store you hate (and why) | Shows their taste and expectations |
| Products | Number of products, product images ready?, descriptions ready? | Determines timeline accuracy |
| Functionality | Any specific apps needed? Payment methods? Shipping zones? | Prevents scope surprises |
| Content | About Us story, contact info, social media links | Required for complete delivery |
| Policies | Shipping times, return policy details, warranty info | Legal pages need this info |
The 14-Day Shopify Store Build Timeline
Why 14 Days is Our Standard
Clients often ask "Why 14 days? Can't you do it in 3 days?"
Here's the truth: We COULD rush. But rushed stores have bugs, poor conversions, and require endless revisions. A 14-day timeline allows for proper QA, client feedback, and polish that makes the difference between a "website" and a "brand."
Our data shows: Stores delivered in 14 days have 40% fewer revision requests than stores rushed in 7 days.
🚨 CRITICAL: Early Homepage Preview (Days 1-2)
The first homepage preview MUST be sent to the client within 1-2 days.
This is NON-NEGOTIABLE. Why?
- Get direction early: Make sure client likes the design direction before investing more time
- Avoid wasted development: Building 10 days of work without feedback = potential rework disaster
- Protect timeline: Early feedback = time to adjust. Late feedback = missed deadlines
- Build trust: Client sees immediate progress and feels engaged
📋 Day 1-2 Preview Must Include:
✅ Theme installed with brand colors/fonts
✅ Header with logo and basic navigation
✅ Hero section with placeholder or real content
✅ 1-2 homepage sections to show design direction
Send Loom video + preview link → Ask: "Does this direction match your vision?"
| Days | Phase | Deliverables | Client Action |
|---|---|---|---|
| 1-2 | 🚨 Foundation + EARLY PREVIEW | Theme installed, brand colors/fonts, header, hero section → SEND PREVIEW TO CLIENT | MUST approve design direction before proceeding |
| 3-5 | Homepage & Core | Full homepage complete, About page, Contact page | Review homepage design direction |
| 6-8 | Products & Collections | Products uploaded, collections created, product page optimized | Review product pages |
| 9-10 | Policies & Checkout | All policy pages, payment setup, shipping configured | Confirm policy details |
| 11-12 | Optimization | Speed optimization, mobile testing, SEO basics | Final review & consolidated feedback |
| 13-14 | QA & Delivery | Full QA, revisions, test order, handover | Final approval |
The Client Who Wanted It in 3 Days
A client once insisted on 3-day delivery for a 50-product store. We explained the risks. They insisted. We delivered in 3 days.
Result: 47 revision requests over the next 2 weeks. Checkout had a bug we missed. Products had wrong prices. Client was frustrated. We were frustrated. The "3-day delivery" actually took 17 days to fully resolve.
Live Revision Calls (Google Meet)
🎯 Why Live Revision Calls Work
Instead of endless back-and-forth messages, schedule a 1-2 hour Google Meet call where the client guides the developer through corrections in real-time.
- Small fixes done LIVE: Color changes, text updates, spacing adjustments — fixed while client watches
- Big fixes noted: Complex changes are documented and done after the call
- Faster turnaround: What takes 3 days of messages = 1 hour on a call
- Client feels heard: They see their feedback implemented immediately
📋 Live Revision Call Process
| Step | Action | Who |
|---|---|---|
| 1. Schedule | Book 1-2 hour slot on Google Meet. Send calendar invite with meeting link. | PM |
| 2. Prepare | Developer has store open in editor, PM has notes ready, client has their feedback list. | All |
| 3. Share Screen | Developer shares screen showing the live store/editor. | Developer |
| 4. Client Reviews | Client goes through the site page by page, pointing out issues. | Client |
| 5. Fix Small Things LIVE | Developer fixes immediately: colors, text, spacing, images, small layout tweaks. | Developer |
| 6. Note Big Things | PM documents complex changes that need more time (functionality, major redesigns). | PM |
| 7. Confirm & Summarize | End call with summary: "We fixed X, Y, Z live. We'll complete A, B by [date]." | PM |
⚠️ What to Fix LIVE vs. LATER
| ✅ Fix LIVE on Call | 📝 Note for LATER |
|---|---|
| Text changes (headings, descriptions) | New sections or page layouts |
| Color adjustments | Complex functionality changes |
| Image swaps (if image is ready) | App integrations |
| Spacing/padding tweaks | Custom code development |
| Font size changes | New product uploads |
| Button text/color | Checkout flow changes |
| Show/hide elements | Third-party tool setup |
Hi [Client Name]! 👋
Great news — your store is ready for your review!
I'd like to schedule a Live Revision Call where we can go through the store together. Our developer will be on the call and will fix small things in real-time while you watch!
What to expect:
📍 Platform: Google Meet
⏱️ Duration: 1-2 hours
👀 You review, we fix live
📝 Complex items noted for later
Available times:
• [Option 1]
• [Option 2]
• [Option 3]
Let me know what works best!
Communication Protocol
📱 The Communication Golden Rule
Client should NEVER have to ask "Any update?"
If they're asking, you've already failed at communication. You update them before they even think to ask.
Daily Update Structure
Hi [Client Name]! 👋
Today's Progress:
✅ [What was completed]
✅ [Second item completed]
Tomorrow's Plan:
🔄 [What will be done next]
Preview: [Loom video link or screenshot]
Need From You: [Any pending items, or "Nothing needed right now!"]
Timeline Status: ✅ On Track for [Delivery Date]
Response Time Requirements
| Message Type | Response Time | Example |
|---|---|---|
| Urgent (blocking work) | Within 30 minutes | "Site is broken", "Can't access store" |
| Standard question | Within 4 hours | "Can we change the font?", "How do I add a product?" |
| Revision request | Acknowledge within 2 hours, complete within 24-48 hours | "Please change header color to X" |
| After hours (past 8 PM) | Next morning by 10 AM | Any non-urgent message |
💬 Example: Handling "Where's my update?"
Asset Collection & Management
🚨 PROJECT KILLER: Missing Assets
80% of delayed projects are delayed because of missing client assets, not our work.
Your job: Get EVERYTHING upfront. Chase aggressively. Don't let work start without complete assets.
Complete Asset Checklist
🎨 Brand Assets
- Logo (PNG with transparency)
- Logo (SVG if available)
- Brand colors (hex codes)
- Font preferences
- Brand guidelines (if any)
📸 Product Assets
- Product images (min 1000x1000px)
- Product titles
- Product descriptions
- Prices and compare-at prices
- Variants (size, color, etc.)
- Inventory quantities
📝 Content
- About Us story
- Contact information
- FAQ questions & answers
- Social media links
- Testimonials (if any)
⚙️ Business Details
- Shipping zones and rates
- Processing time
- Return policy details
- Payment method preferences
- Tax settings
Asset Follow-Up Sequence
| Day | Action | Message |
|---|---|---|
| Day 1 | Initial Request | Send complete checklist with deadline |
| Day 2 | Gentle Reminder | "Hi! Just checking in — did you get the asset list? Happy to answer any questions!" |
| Day 3 | Specific Follow-Up | "We're missing [specific items]. Work is paused until received. This may affect your delivery date." |
| Day 5 | Escalation Warning | "Your project is on hold due to missing assets. Delivery date has shifted to [new date]. Please prioritize to avoid further delays." |
Revision Policy & Scope Management
📋 Standard Revision Policy
- 2 revision rounds included per milestone
- Revisions must be submitted as consolidated list (not one-by-one)
- Revision round = all feedback submitted together, implemented together
- Additional revision rounds: $5,000 per round
What IS vs. What IS NOT a Revision
| ✅ This IS a Revision (Included) | ❌ This is SCOPE CHANGE (Extra Cost) |
|---|---|
| Change button color from blue to green | Add a completely new page |
| Adjust font size | Add custom functionality not in scope |
| Reorder homepage sections | Integrate new app not discussed |
| Update text content | Complete redesign because "changed mind" |
| Swap product images | Add 50 more products than quoted |
💬 Handling Scope Creep
Problem Escalation Protocol
🚨 When to Escalate to GM (Parth)
- Client threatens negative review
- Client requests refund
- Project delayed more than 5 days
- Client is abusive or unreasonable
- Technical issue you can't resolve
- Scope dispute over $20,000+
Escalation Levels
| Level | Who Handles | Situations |
|---|---|---|
| Level 1 | PM (You) | Minor delays (1-2 days), revision requests, small scope questions |
| Level 2 | GM (Parth) | Major delays (3+ days), unhappy client signals, scope disputes |
| Level 3 | Founder | Refund requests, legal threats, reputation-damaging situations |
Hi [Client Name],
I wanted to give you an honest update.
Situation: [Explain what happened - be honest but professional]
Impact: Your delivery date will shift from [Original Date] to [New Date].
What I'm Doing: [Actions you're taking to minimize delay]
I take full responsibility and am committed to delivering an exceptional store. Thank you for your understanding.
Questions? I'm here.
Specific PM Scenarios & Scripts
💡 These are REAL scenarios. Use these EXACT scripts.
Every PM will face these situations. Having the right words ready prevents panic and maintains professionalism.
📍 Scenario 1: Client Asks for FREE Extra Work
CLIENT SAYS: "Can you also add a blog page and integrate Mailchimp? Should be quick."
❌ WRONG RESPONSE: "Sure, no problem!" (Never say this!)
✅ CORRECT RESPONSE:
"Absolutely! Blog + Mailchimp integration sounds great for your business. Just to clarify - our current scope covers [list original scope]. Blog + Mailchimp would be additional work. I can get this done for you! Here are the options: 1️⃣ Add to current project: +$XXX (delivery extends by 2 days) 2️⃣ As a separate project after launch: $XXX (1-week turnaround) Which works better for you?"
📍 Scenario 2: Client is Completely Unresponsive (3+ Days)
SITUATION: You've sent messages, client hasn't replied. Project is stuck.
✅ DAY 3 MESSAGE:
"Hi [Name], just checking in! Haven't heard from you since [date]. No rush - I wanted to make sure everything's okay on your end. Once you're ready, we can continue. Let me know!"
✅ DAY 5 MESSAGE:
"Hi [Name], following up again. I want to keep your project on track! Is there a better time/way to reach you? I'm here whenever you're ready."
✅ DAY 7 MESSAGE (Final):
"Hi [Name], I haven't been able to reach you for 7 days. As per our policy, projects paused for 7+ days may need re-scheduling. Please reply when you can so we can resume. If I don't hear back by [date], I'll put the project on hold and we can restart when you're available."
📍 Scenario 3: Client Hates the Design (Major Revision)
CLIENT SAYS: "This is not what I wanted at all. Start over."
❌ WRONG RESPONSE: "Okay, I'll redo everything" OR "This is what you asked for!"
✅ CORRECT RESPONSE:
"I completely understand - getting the design right is my top priority. Let me make sure I understand exactly what you're looking for. Can you help me with: 1️⃣ What specific elements don't match your vision? (Colors, layout, style?) 2️⃣ Can you share 2-3 examples of designs you love? 3️⃣ What should the overall "feel" be? (Modern? Luxury? Minimalist?) Once I understand this, I'll create a revised concept that nails your vision."
📍 Scenario 4: Client Asks "When Will This Be Done?" Mid-Project
SITUATION: Client is anxious about timeline.
✅ CORRECT RESPONSE:
"Great question! Here's exactly where we stand: ✅ COMPLETED: [List completed items] 🔄 IN PROGRESS: [Current work] 📋 REMAINING: [What's left] Based on this, your store will be ready for review by [Date]. You'll receive: - [Day X]: First draft for review - [Day Y]: Revisions implemented - [Day Z]: Final delivery Does this timeline work for you?"
📍 Scenario 5: Client Wants to Talk on Call Instead of Messages
CLIENT SAYS: "Can we jump on a quick call to discuss?"
✅ CORRECT RESPONSE:
"Of course! I'm happy to connect. Before we schedule, could you share the main points you'd like to cover? This helps me prepare and make our call efficient. I'm available: - [Time slot 1] - [Time slot 2] Which works for you? And what's the best number to reach you?"
🎯 AFTER THE CALL - ALWAYS:
Send a summary message: "Great call! Just confirming what we discussed: [List all points]. Let me know if I missed anything!"
📍 Scenario 6: Client Compares to Competitor's Pricing
CLIENT SAYS: "Another agency quoted me $200 less for the same work."
❌ WRONG RESPONSE: "We can match that price" OR "Then go with them"
✅ CORRECT RESPONSE:
"I appreciate you sharing that! You're absolutely right to compare options. Here's what you get with Digital Heroes that others may not include: ✅ [Speed guarantee - 14-day delivery] ✅ [Unlimited revisions within scope] ✅ [Free 1:1 training session] ✅ [30-day post-launch support] ✅ [Mobile optimization included] Many agencies quote lower but charge extra for these later. If budget is a concern, I can suggest a scaled-down version that fits your needs. Would that help?"
Project Handover & Training
Delivery Checklist (Before Handover)
✅ Design Complete
- Homepage all sections done
- All pages styled consistently
- Mobile looks perfect
- Brand colors applied
✅ Functionality Working
- All navigation links work
- Add to cart works
- Checkout completes
- Forms submit correctly
✅ Content Complete
- All products uploaded
- Collections created
- Policy pages added
- No placeholder text
✅ Performance
- Mobile PageSpeed 85+
- Images optimized
- No console errors
- Test order completed
Hi [Client Name]! 🎉
Your store is READY!
🔗 Preview: [Store URL]
What's Included:
✅ [List all deliverables]
Important Links:
📹 Training Video: [Loom link - how to manage store]
📄 Documentation: [PDF/Notion link]
Your Support Period:
You have [30/90] days of support starting today. For any
issues
or
questions, message me directly.
Next Steps:
1. Review everything thoroughly
2. Let me know if any final tweaks needed
3. Once approved, we remove the password and you're LIVE!
It's been a pleasure building [Brand Name]. Can't wait to see your success! 🚀
Your KPIs (What You're Measured On)
Using ChatGPT for Continuous Improvement
📚 ChatGPT Prompts for Project Managers
- "Write a professional message to a client explaining a 3-day delay due to [reason]"
- "Create an onboarding questionnaire for Shopify store clients"
- "How do I handle a client who keeps adding scope without paying?"
- "Write a daily progress update template for web development projects"
- "Suggest ways to improve client communication in agency settings"
- "Role-play: I'm a PM and the client is angry about a delay. How should I respond?"
🎯 Daily Practice
- Practice writing professional messages with different tones
- Get feedback on your communication style
- Learn project management frameworks
- Improve your problem-solving with scenario practice
Troubleshooting & Difficult Situations
🔄 Scope Change Flowchart
📊 Decision Flow: Client Requests New Feature
│
├─► Step 1: Is it in the original scope?
│ ├─► YES → DO IT (no additional charge)
│ └─► NO → Continue to Step 2
│
├─► Step 2: How big is the change?
│ ├─► Minor (<2 hours) → GOODWILL (do it, build relationship)
│ ├─► Medium (2-8 hours) → QUOTE ADD-ON ($50-200)
│ └─► Major (>8 hours) → NEW PROJECT PROPOSAL
│
├─► Step 3: Communicate clearly
│ ├─► "This is outside original scope, here's the add-on cost..."
│ ├─► Send written quote with timeline impact
│ └─► Get approval BEFORE starting work
│
└─► Step 4: Document in project record
├─► Update scope document
└─► Adjust timeline if needed
🎯 Resource Conflict Flowchart
📊 Decision Flow: Multiple Projects Need Same Developer
│
├─► Step 1: Check project deadlines
│ ├─► Which has earliest deadline? → That's #1 priority
│ └─► Same deadline? → Continue to Step 2
│
├─► Step 2: Check project value & risk
│ ├─► High-value or at-risk client? → Prioritize them
│ ├─► Angry client? → Handle FIRST
│ └─► Both equal? → First-in wins
│
├─► Step 3: If delays are unavoidable
│ ├─► Communicate to affected client IMMEDIATELY
│ ├─► Give new realistic timeline
│ └─► Offer compensation (extra support, small add-on)
│
└─► Step 4: Escalate to manager if
├─► Multiple high-priority conflicts
├─► Client is threatening review
└─► You need additional resources
Scenario 1: Client Keeps Adding Scope
💬 Example: Scope Creep
Scenario 2: Project is Delayed
⚠️ When YOU Cause the Delay
- Own it immediately — Don't wait for client to ask
- Give new timeline — Be specific, add buffer
- Offer compensation — Extra revision, extended support
- Don't over-explain — They don't need technical details
Hi [Client Name],
I need to update you on our timeline. We've hit a technical issue with [brief explanation - keep it simple].
Impact: Your delivery will be delayed by [X]
days.
New Delivery Date: [Date]
I take full responsibility for this, and here's what I'm doing to make it right:
✅ [What you're doing to fix it]
✅ As a thank you for your patience: [Compensation - extra
support
days, free add-on, etc.]
I'll send you a progress update tomorrow morning. Truly sorry for any inconvenience.
📋 When CLIENT Causes the Delay
- Document everything — Keep records of pending items
- Send reminders — Day 1, Day 3, Day 5 of waiting
- Explain impact — "If we don't get X by Friday, delivery moves to..."
- Pause timeline officially — Send written confirmation that clock stops
Scenario 3: Angry or Upset Client
| Stage | What To Do | What To Say |
|---|---|---|
| 1. Acknowledge | Let them vent, don't interrupt | "I completely understand why you're frustrated..." |
| 2. Empathize | Show you understand their position | "If I were in your shoes, I'd feel the same way..." |
| 3. Take Responsibility | Own what you can own | "This shouldn't have happened, and I take responsibility..." |
| 4. Solve | Present specific next steps | "Here's exactly what I'm going to do to fix this..." |
| 5. Follow Through | Over-deliver on your promise | [Actions speak louder than words] |
Scenario 4: Client Goes Silent
| Days Silent | Action | Template |
|---|---|---|
| 3 days | Friendly check-in | "Hi! Just making sure you received my last message. Let me know if you have any questions!" |
| 5 days | Remind of timeline impact | "Hi [Name]! I need [specific item] to keep us on track for delivery. Can you send this by [date]?" |
| 7 days | Official pause notice | "Since I haven't heard back, I'm pausing your project timeline. Once you provide [items needed], we'll restart with fresh dates." |
| 14+ days | Escalate to management | [Internal] Flag project as at-risk, discuss next steps |
When to Escalate to Management
🚨 ESCALATE IMMEDIATELY If:
- Client threatens to leave negative review
- Client requests refund
- Scope dispute exceeds $300
- You've been unable to resolve after 2 attempts
- Client becomes aggressive or unprofessional
- Project will miss deadline by more than 3 days
- Technical blocker you can't solve
Coordinating with Developers
Clear Handoff Process
| Step | What To Provide | Format |
|---|---|---|
| 1. Project Brief | Client name, niche, reference stores, special requirements | Notion/Doc with links |
| 2. Access Details | Shopify admin login, email if needed | Secure password manager |
| 3. Assets | Logo, images, brand colors, fonts | Google Drive folder |
| 4. Timeline | Start date, internal milestones, client deadline | Shared calendar/Trello |
| 5. Special Notes | Client personality, preferences, red flags | Private PM → Dev message |
Daily Sync with Developer
✅ 5-Minute Daily Check-In
- What did you complete today?
- Any blockers or questions?
- On track for tomorrow's milestone?
- Anything the client needs to know?
ChatGPT Prompts for Project Management
💡 Use AI to Improve Your PM Workflow
Use these prompts to draft client messages, handle tough situations, and improve your project management processes.
Client Communication
I need to send a weekly update to a client for their Shopify store project.
What was completed: [List completed tasks]
What's in progress: [Current work]
What's next: [Upcoming tasks]
Any blockers: [Issues or things I need from them]
Write a professional but friendly update email that:
- Opens with something positive
- Uses bullet points for clarity
- Clearly states what I need from them (if anything)
- Sets expectations for next update
- Keeps it under 150 words
My client is asking for additional features that weren't in the original scope.
Original scope: [What we agreed to build]
New requests: [What they're now asking for]
Estimated cost of additions: [Your estimate]
Help me write a response that:
- Acknowledges their ideas positively
- Clearly explains what was vs wasn't included
- Provides costs for the additions
- Offers to phase the work
- Maintains a good relationship
- Sets a boundary without sounding rude
Project Planning
I need to plan a Shopify project with these requirements:
Project type: [New store / Redesign / Migration]
Features needed: [List main features]
Team members: [Designer, Developer, etc.]
Client deadline: [When they want it]
Create a week-by-week project timeline that:
- Breaks work into phases (Design → Development → Testing → Launch)
- Includes buffer time for revisions
- Has specific milestones for client approval
- Identifies dependencies (what needs to happen before what)
- Includes realistic time estimates
I'm starting a new project with these details:
Project: [Brief description]
Client type: [New client / Returning / Enterprise]
Complexity: [Simple / Medium / Complex]
Timeline: [Rush / Normal / Flexible]
Identify potential risks by:
1. Listing 5 things that could go wrong
2. Rating each risk High/Medium/Low
3. Suggesting preventive measures for each
4. Creating early warning signs to watch for
5. Giving me fallback plans for each risk
Difficult Situations
My client is upset about: [What they're unhappy about]
What actually happened: [The real situation]
Was it our fault: [Yes/No/Partially]
What we can offer: [Possible solutions]
Help me write a response that:
- Acknowledges their frustration
- Takes appropriate responsibility
- Explains what happened (without excuses)
- Offers a concrete solution
- Prevents this from happening again
- Maintains the relationship
I need to brief my team on a new project. Here's the info:
Client: [Industry, background]
Project: [What we're building]
Budget: [Total project budget]
Deadline: [When it's due]
Special requirements: [Anything unusual]
Create a team briefing document that includes:
- Project overview (2-3 sentences)
- Key deliverables checklist
- Timeline with milestones
- Who's responsible for what
- Quality expectations
- Things to watch out for
✅ Pro Tips for PM ChatGPT Use
- Client tone matching — Tell ChatGPT if client is formal or casual
- Template library — Save good outputs as templates
- Meeting prep — Generate agendas and talking points
- Post-mortem help — Analyze what went wrong in failed projects
- Conflict resolution — Practice difficult conversations before having them
Meeting Agenda Templates
Kickoff Call Agenda (30-45 min)
| Time | Topic | Purpose |
|---|---|---|
| 0-5 min | Introductions & Thanks | Build rapport, confirm who's on the call |
| 5-15 min | Requirements Review | Confirm what was in the order form, clarify any gaps |
| 15-25 min | Timeline Discussion | Share project phases, get approval on milestones |
| 25-35 min | Design References | Review their reference sites, understand preferences |
| 35-45 min | Next Steps & Access | Collect store access, set first review date |
✅ Must-Get Items Before Ending Call
- Shopify store access (collaborator invite)
- Logo and brand assets location
- First design review date confirmed
- Their preferred communication channel
Weekly Check-In Agenda (15-20 min)
| Time | Topic | Notes |
|---|---|---|
| 0-3 min | Progress Summary | What got done since last call |
| 3-8 min | Demo/Show Work | Live preview if possible |
| 8-13 min | Feedback Collection | Get their input, document changes |
| 13-18 min | Coming Week Preview | What they'll see next |
| 18-20 min | Blockers/Questions | Anything you need from them |
Project Handover Agenda (30 min)
| Time | Topic | Deliverable |
|---|---|---|
| 0-5 min | Final Review | Live walkthrough of completed store |
| 5-15 min | Training | Show how to add products, edit content |
| 15-20 min | Access Handover | Transfer admin access, share passwords doc |
| 20-25 min | Support Info | Explain 30-day support, maintenance options |
| 25-30 min | Review Request | Ask for testimonial, explain review process |
Escalation Matrix
🚨 When to Escalate (and to Whom)
Not every problem needs the founder. Use this matrix to know who handles what.
| Issue Type | Severity | Escalate To | Timeframe |
|---|---|---|---|
| Scope change (small) | 🟢 Low | Handle yourself | Address within 24 hours |
| Client unhappy (minor) | 🟡 Medium | Senior PM / Team Lead | Same day |
| Deadline at risk | 🟡 Medium | Notify client + Team Lead | Immediately when known |
| Technical blocker (dev stuck) | 🟠 High | Senior Developer | Within 2 hours |
| Client threatening refund | 🔴 Critical | Founder/CEO | Immediately |
| Legal threat | 🔴 Critical | Founder/CEO | Immediately |
| Payment dispute | 🔴 Critical | Finance + Founder | Within 4 hours |
Escalation Message Template
🚨 ESCALATION: [Severity Level]
Client: [Client Name]
Project: [Project Name]
Issue: [Brief description of the problem]
What I've Tried: [Steps already taken]
Current Risk: [What could go wrong if not addressed]
My Recommendation: [Your suggested solution]
Need Decision By: [Deadline for response]
⚠️ Before Escalating, Always Ask:
- Did I try to solve this myself first?
- Do I have all the facts documented?
- Am I escalating to the RIGHT person?
- Is my recommendation clear?
Handling Difficult Situations
🔴 Client Keeps Changing Requirements
🎯 Task Priority Order (What Comes First)
Handle in this order every day:
- 🔴 P0 - Client Escalations → Unhappy clients, urgent issues, complaints.
- 🔴 P0 - Deadline-Day Deliveries → Projects due TODAY must ship.
- 🔴 P0 - Blocker Resolution → Unblock team members waiting on you.
- 🟡 P1 - Client Messages → Respond within 1 hour during work hours.
- 🟡 P1 - Project Status Updates → Keep clients informed proactively.
- 🟢 P2 - Team Check-ins → Verify progress on active projects.
- 🟢 P2 - Planning & Scheduling → Assign new work, update timelines.
- ⚪ P3 - Documentation & Admin → Internal notes, process improvements.
Golden Rule: Client-facing issues > Team blockers > Proactive communication > Everything else.
🔴 Client Keeps Changing Requirements
Situation: Client adds new features or changes direction mid-project.
Response: "I appreciate the new ideas! These changes are outside our original scope. I'll document them as Phase 2 additions. For now, let's complete what we agreed on, then I'll quote the new features."
Rule: Document everything. New requests = new quote. Never absorb scope creep.
🔴 Client Unhappy with Developer's Work
Situation: Client complains about quality or doesn't like the design.
Response: "I hear your concerns. Let me gather specific feedback on what needs to change. I'll coordinate with the team to address these points in our next revision round."
Rule: Never blame the team to the client. Be the buffer. Document specific issues.
🔴 Project Running Behind Schedule
Situation: Deadline approaching and work isn't complete.
Response: Proactively inform client: "I wanted to give you an update. We're tracking slightly behind due to [reason]. Here's our adjusted timeline. We'll have [X] ready by [date]."
Rule: Communicate BEFORE the deadline. Never surprise clients with delays.
🔴 Client Not Responding to Messages
Situation: Project stalled because client isn't providing needed input.
Response: "Hi [Name], I need [specific items] to keep your project on track. Without these, we'll need to pause until we receive them. Could you please send by [date]?"
Rule: Document delays caused by client. Protect the team from blame.
🔴 Client Wants to Skip QA/Testing
Situation: Client rushes to launch without proper testing.
Response: "I understand the urgency to launch. However, skipping QA could result in issues that hurt your customers' experience. I recommend at least 24 hours for critical testing."
Rule: Advise strongly, but document if they insist on skipping.
🔴 Team Member Not Delivering
Situation: Developer or designer missing internal deadlines.
Response: First, have a private conversation to understand blockers. If continues, escalate to team lead. Never cover for repeated failures.
Rule: Address internally fast. Don't let it affect client delivery.
🔴 Client Asking for Refund
Situation: Client wants money back mid-project or post-delivery.
Response: "I understand you're not satisfied. Let me understand what specific outcomes weren't met. I'll escalate this to our management team who handles refund discussions."
Rule: Never agree to refunds. Document everything and escalate immediately.
🔴 Miscommunication Caused an Error
Situation: Something was built wrong due to unclear requirements.
Response: "I apologize for the confusion. Let me clarify exactly what's needed and get this corrected. Going forward, I'll confirm requirements in writing before each phase."
Rule: Own the communication gap. Don't blame client or team publicly.
Your Daily Inspiration
"A great PM doesn't just deliver projects — they deliver peace of mind. You're the bridge between chaos and clarity."
— Digital Heroes Philosophy
📖 Success Story: Turning a Disaster Into a Testimonial
A project was going off the rails. The client was frustrated, the developer was overwhelmed,
and
the timeline was blown. Most would panic.
Our PM took a breath and did something simple: had an honest
conversation.
They acknowledged the delays, presented a realistic new timeline, and over-communicated
every
step. The PM added weekly video updates and a shared Notion board.
The result? The client not only forgave the delay —
they left a 5-star review saying: "The transparency and
communication were outstanding. I always knew exactly where my project stood."
The lesson: How you handle problems matters more than avoiding them.
"Stay calm. Your energy sets the tone for the entire project."
"Under-promise, over-deliver. That's the PM way."
"Communication isn't a task — it's the foundation of trust."
🌅 Start Each Day With This:
"Today, I am the calm in the storm. I bring clarity, organization, and confidence to every project."