• Doing excellent work loses a lot of its shine and its value for future business if communications with the client do not go well.
• Realize that problems are inevitable in any project, not matter how perfectly it's planned, and how they are handled affects how the client feels about all that good work.
• Steps to remember when those problems come up include making the problem known early and as often as needed, getting  to the point quickly, including the facts and the solutions and making it clear that you cared and making sure the client knows that his best interests are driving the solution.

From the article:

You might build the best mousetraps. You might even deliver the best service. But if in the process your communication style misses the mark, you can negatively affect the way customers feel about your company. ...