When given the choice between receiving bad news or good news, most of us prefer the latter. Yet, when working with clients, that may not be the better option. A recent article from Harvard Business online discusses just that in "How To Get the Bad News You Need." The premise is that within organizations, senior management typically dislikes hearing about problems and may even create a culture that supresses the flow of information or punishes those who try to communicate concerns. While the article emphasizes how to create an environment with open communication, one related point is especially pertinent to those of us who work intimately with customers. As the author states, "...the ultimate beneficiary of good communication is the customer."

Many of us build our entire businesses on the value of the relationships we create with our customers. Given that it is hard to assign a numerical value to the activity of relationship building (other than the resulting bottom line of your business!), problems can be more difficult to spot. In other words, it's not as simple as scanning your financial statements and seeing the reg flag that something is out of balance. One might think we would be the first to know if a customer has a problem with the way a project is being managed.

After all, as consultants or freelancers, we are often immersed in problem-solving activities on behalf of the customer. Why wouldn't we know if something is wrong? The answer comes back to communication - not only the fact that it should exist, but knowing when and how to effectively communicate with a customer - and not being afraid to hear a little bad news. After all, you can't overcome client concerns if you don't know about them. When soliciting customers for information, keep these simple rules in mind.

• Ask the client for feedback throughout the project, not just at the end of it.
• In addition to asking if the client is "happy" with your work, also ask what isn't going well, or what could be improved.
• Talk with multiple people within the client's organization to receive a wide variety of feedback and opinions.
• If concerns arise, address each one immediately.