Your client is unresponsive to crucial project communication. How will you ensure the project stays on track?

Evaluate the impact of missing input—prioritize what truly needs the client’s attention vs. what can proceed without them to avoid unnecessary delays.

Maintain client communication with polite follow-ups via multiple channels. Proceed with independent tasks, documenting all outreach attempts and resulting delays. Escalate persistent unresponsiveness to higher authorities or legal counsel if needed. For future projects, include communication clauses in contracts to ensure timely responses and protect project timelines.

If the client is not responding, it is important to understand why they aren't responding and what this might mean for the broader relationship. Sometimes, it might be as simple as them being busy, but other times it could be a signal that your communication style is too frequent and/or your method of communication is not effective. I've seen some clients prefer phone calls, while others like to only be involved at the end when it is time for them to make a final decision instead of being incorporated into every step of the process. Understanding which category your client falls into and where you stand with them could be the make-or-break distinction in fostering a successful long-term relationship.

Diagnose before you act... Silence could mean swamped, a reshuffle, scope’s unclear, second thoughts, etc. Reach out to a secondary contact, check LinkedIn for internal moves, confirm invoice status. Don’t treat the symptom...find the root. I like to flip the burden of decision with default action plans...send a one-page "Decision Matrix" outlining each blocker, your recommended next step, and the date it’ll move forward unless they say otherwise. You’ve shifted from “please approve” to “opt out if needed”...a much easier lift for a busy execs. Record a 2-minute video, attach a Yes / Adjust / Pause poll, and let them respond in seconds. No one’s digging through paragraphs. You’ve cleared the mental clutter and that boosts replies.

Use a mix of email, phone, and messaging tools with clear subject lines and deadlines to gently prompt responses without overwhelming the client.

To be honest we should make some clear boundaries and it would be so better if we set some clear rules before signing the project. As a reasonable team, we will gently notify the client about their lack of communication. Rather sitting idle and complaining. We should communicate with the client even when reporting their negligence in communication itself. That's the harsh reality but we can sort things out with some small talks.

Leverage Internal Networks: Identify alternative stakeholders within the organization who can provide insights or escalate concerns. Multi-Channel Approach: Use different communication methods—emails, calls, scheduled meetings—to increase the likelihood of a response. Decision Log: Keep a detailed record of project milestones and decisions to ensure continuity regardless of personnel availability. Preemptive Escalation: Set clear communication expectations upfront, with defined escalation procedures if critical responses lag. Stakeholder Engagement: Strengthen relationships across multiple levels to ensure momentum isn’t dependent on a single contact.

Develop plan B options in parallel, so that if feedback is delayed, the team can stay productive and avoid bottlenecks in the overall workflow.

Refine Messaging: Craft direct, action-oriented messages that highlight missed milestones and the urgency of a response. Escalation Triggers: Set predefined communication checkpoints where lack of feedback leads to alternative contacts or decision-making adjustments. Multi-Platform Approach: Use varied channels—email, calls, scheduled meetings—to maximize visibility and engagement. Predictive Planning: Build contingencies into workflows, ensuring operations progress even with gaps in client feedback. Expectation Reset: Clarify the impact of non-responses and redefine response timelines to maintain alignment. This strategy keeps momentum while nudging engagement forward.

Stay adaptable by keeping your project timeline agile and your team mentally prepared for sudden re-engagement from the client.