“Sometime Next Week” Isn’t a Timeline (And We All Know It)

Unclear instructions or answers create unnecessary back-and-forth exchanges. Clear communication saves time for both the customer and the support team.

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I have a knack (or annoying habit) for constantly seeking clarity on client calls. My strategy is to listen and find the responses that could leave open areas of confusion and/or assumptions.

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One easy example is with timelines. When my team says, “I should have that to you sometime next week”, my first thought is “which day = sometime?”

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Depending upon the client (read the room, know your audience) even after you determine what “sometime” means to everyone, then ask what happens if we MISS that “sometime” timeline. Are we fired, do they miss a deadline, do they get fired?

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Knowing and sharing expectations up-front can only strengthen your relationships.