Joint Customer Communication Rules
Agree the rules
| Topic | Rule |
|---|---|
| Single point of contact | One person faces the customer for the project |
| Meeting attendance | Who attends which meeting |
| Escalation | How issues reach the customer, and when |
| Documents | Who issues drawings, reports and minutes |
| Bad news | Who communicates problems, and how quickly |
Why it matters
- Inconsistent messages erode customer confidence fast.
- A customer who sees two organisations disagreeing loses trust in both.
- Agreed escalation protects the relationship.
Communication rules should be part of the consortium agreement.