The useful response is to explain which work is affected and offer a feasible plan. Repeated “just checking in” messages do not tell the client what decision is needed.
Check the dependency first
Read the agreed schedule and input request. Was the requirement clear? Was the right person asked? Did your team provide the access instructions or format the client needed?
If your request caused confusion, correct it plainly. Do not describe every delay as the client’s failure.
Separate work you can continue from work that genuinely needs the missing input.
Describe the effect
Fictional situation: a process consultant needs two representative files to compare the written workflow with actual work. Interviews are complete, but the comparison cannot be finished without the files.
A useful update is:
We can finish the interview summary now. The file comparison still needs the two examples agreed for Monday, so the full recommendation will not be ready for the current review meeting. Here are two workable options.
This explains the consequence without blame or a vague warning that the “timeline is at risk.”
Offer real choices
| Option | Next step | Delivery consequence |
|---|---|---|
| A | Client supplies the files by Friday noon | Full review moves to the following Wednesday |
| B | Hold a limited review on the original date | Discuss interview findings; file comparison follows under an agreed revised schedule |
Use dates your actual capacity supports. If an additional fee may arise, explain the basis under the agreement before doing the work. Do not assume late inputs automatically create a chargeable extension.
Asana’s project-controls guidance covers managing schedule and resource changes. The client-facing task is to turn the changed circumstances into a clear choice.
Ask for the decision you need
Close with one action: “Which option would you prefer?” If the missing input has a different owner, ask the main client contact to confirm who will supply it.
If neither option is viable, arrange a short planning discussion. Do not keep a date in the calendar that everyone now understands differently.
Confirm the revised baseline
Record the selected option, input owner, new dates and changed output. Notify anyone affected, including the delivery colleague who was not on the email.
Keep the original commitment as context, but make the current plan easy to find. When the files arrive, acknowledge receipt and confirm whether they are usable.
A clear recovery plan protects the quality of the assignment and the client’s own planning. The aim is to complete useful work under an agreement both sides understand, rather than win an argument about who caused the delay.