Effective, clear communication can be the difference between a high functioning or highly frustrating client relationship. The way we phrase our responses directly impacts client confidence and project success. This is especially true in technical partnerships, where clients often rely on us to guide them through unfamiliar territory, our language plays a critical role in setting the tone for collaboration and success.
This post highlights five phrases to avoid in client communication and offers clear, effective alternatives that keep conversations constructive and client-focused.
The Cost of Poor Communication
- Impacts client retention
- Negatively effects project timelines
- Diminishes team credibility
5 Phrases to Eliminate from Your Communication
Clear, respectful language builds trust, while careless phrasing can damage credibility. Below are five phrases to avoid in client communication and how to replace them with thoughtful, collaborative alternatives.
1. “We can’t…”
Rather than focusing on what can’t be done, look to what is possible to help solve the issue. Using phrases like “Here’s what we can do to achieve your goal…” will help reframe the conversation from a negative “no” standpoint to a positive, helpful interaction.
2. “That’s not possible…”
It is important to reframe limitations as opportunities. Instead of leaning into what can’t be done, look to creative solutions. “Let me propose an alternative approach that will deliver the results you’re looking for…”. This shows good collaboration, and imaginative problem solving, adding value to the relationship.
3. Automatic “Yes”
While saying yes to every client request may seem like an easy way to please your client, there is the risk of over-promising and under delivering. This would only lead to dissatisfaction and distrust. Instead, providing thoughtful feedback gained from our expertise will enhance the client relationship while building trust through solution-focused dialogue. “Let me review this request and follow up with an informed response…” is a great way to manage technical constraints while providing value to the client.
4. “It’s not our fault”
It may feel like absolving oneself from the problem would be the simplest solution, but it will not translate into confidence building with the client, even if justified. Instead, taking ownership helps to improve the perception of the team to the client. “Here’s how we’re addressing this situation…” is a forward-focused problem solving statement that shows professionalism and inclusivity.
5. “Just” or “Obviously”
When communicating with clients, there may be differing levels of knowledge, and using words like “just,” “obviously,” or “It’s easy” can create barriers between the client and agency. These words often have a diminishing effect, implying that a request is trivial or that the client should already understand it. In fact, some leadership experts advise eliminating “just” entirely because it can undermine authority and erode clarity. While the ask may fall well within agency expertise, it’s important to avoid language that could feel dismissive or exclusionary. In many cases, the best option is to remove these words entirely. Since they often don’t add meaning, cutting them keeps communication clear and more respectful.
Best Practices for Client Communication
For successful client communication, it’s essential to focus on solution-oriented responses rather than highlighting limitations. Providing proactive updates, maintaining proper documentation protocols, and following clear escalation procedures are key to fostering a great relationship with the client. Additionally, thoughtful consideration of requests helps build trust and enhances client relationships by demonstrating professional expertise.
Effective communication is a core part of why our projects succeed.
See how it’s helped our clients move faster, launch smarter, and build with confidence: our case studies show how clarity and collaboration lead to real results.
