In this first episode of Che Web Talks, Alex Lozytskyi (CEO) and Sophia Bilyk (Head of PMO) share 5 proven project management techniques that help service businesses improve client relationships and scale operations effectively.

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Introduction: Process, Trust, and Real Growth

Che IT Group grew from ~20 to 80+ people in just a few years, and the engine wasn’t only tech - it was project management culture.

“My style is giving trust and responsibility so people can achieve more”, Alex explains. It’s not about zero control; it’s about mature delegation. PMs are trusted to make decisions instead of waiting for step-by-step instructions.

Sophia joined as a PM, later leading the department. Her passion is process: shaping communication and delivery so teams move faster with fewer surprises. From day one, she felt her ideas would be heard and expected.

The company’s growth became a real-life testbed for project management techniques and leadership habits that scale.

A Midnight Banking Incident: Crisis as a Culture Test

One late night, the team accidentally emailed staging credentials for a banking portal. Sophia’s inbox “exploded with WTF messages”. Expecting a directive, she called Alex and got a calm question instead:

"Okay, what should we do about that?"

The shift from panic to problem-solving was instant. Together they outlined actions and Sophia executed with trust.

"I wasn’t responsible for the incident”, Alex adds, “but I’m responsible for my reaction".

Culture is forged in stressful moments: how leaders respond, how decisions are made, and how teams are empowered - that’s when PM methodology meets reality.

How We Train PMs: Real Cases, Real Feedback

Every new PM at Che IT goes through structured onboarding rooted in pmo methodology and PMP methodology principles - but translated into modern, practical scenarios. The PM drafts responses; Sophia reviews and coaches on where to add empathy, how to structure, and when to quantify.

Most client work happens in text (email/Slack/WhatsApp). But there’s a bright line:

"If you’re explaining the same thing for the second or third time, or tension is rising, it’s a call that you need a call".

Text preserves history; calls resolve ambiguity and emotions. The winning combo: jump on a short call, then document decisions in writing.

This training sharpens communication as much as any project management tools and techniques session could.

Five Service Communication Rules That Shorten the Path to “Done”

See through the client’s eyes

We’re all clients somewhere. Nobody wants to chase status. Be proactive: update before worry kicks in. In tough moments, skip the ten-minute technical monologue. Lead with empathy + plan:

• What happened (brief, plain words)
• What’s already done
• What’s next and when

“Sometimes the client needs an apology and a plan more than a lecture”, Sophia says.

Understand the why, not only the what

In SMB projects, a PM often wears multiple hats: PM, BA, even product owner. Before you feed a ticket to the board, confirm the business outcome.

Case: a requested Salesforce integration spiraled into micro-tweaks. On a call, Alex asked, “What do you actually need to achieve?” The answer: one core event recorded in the database. The fix took an hour, not weeks.

Lesson: the right question - or the right PM method 0 saves budget and reputation.

Call > endless thread

Text is great for traceability, terrible for emotion. If the conversation loops or escalates, schedule a quick call. Then document decisions, owners, and dates. It’s one of those timeless project management technologies that never gets old - real-time conversation.

Don’t outsource QA to the client

The client is the vision-holder and final approver - not your tester. Ban the phrase “It’s done, please check.”

Ship like this instead:

• What changed (feature/use cases)
• What QA you ran (scenarios, environments)
• Status: Ready for acceptance (not “maybe ready”)
• What specific business feedback you’re asking for

"The client isn’t your QA. Quality is on the team; the client confirms value". - Alex.

Proactive updates with numbers

Minimum cadence: weekly. More often for hot tracks. Keep it tight and quantitative:

• Status: on track / at risk / blocked
• Progress: % or completed epics/stories
• Budget/time: spent vs. plan
• Risks + mitigations: top 1–3
• Next steps: 3–5 actions with owners & dates

"If a client asks for status first, the PM already slipped on prevention", Alex notes.

When Process Works: From Team Growth to Predictable Releases

Trust plus clear rules of communication and real QA discipline translates to: faster crisis resolution, fewer wasted hours, and predictable releases. Culture isn’t a Notion doc; it’s the default reaction under stress, weekly update habits, and the quality bar behind “done”.

"I felt truly trusted and strong enough to solve it", Sophia recalls of the midnight incident.

That’s what happens when IT project methodology is built on ownership - not bureaucracy.

Tools You Can Implement Today

PM Communication Trainer: 10-12 case prompts with reviewed responses and iterative coaching.

“This is a call” checklist: trigger a call when (1) repeated explanations, (2) rising emotion, (3) >2 clarification cycles.

Update template (Doc/Confluence) + Friday reminders.

Definition of Done + QA scenarios attached to each ticket before development.

Post-incident note (1 page): what happened, what you did, prevention steps (share with client if helpful).

These are not fancy frameworks, but project management tools and techniques that actually work - simple, repeatable, and human-centered.

Conclusion: Owner Mindset and Enjoying the Work

"Have fun with your projects and think like the client’s business owne", Alex concludes. 

When PMs connect tasks to business outcomes, choose the right medium (call vs. text), own quality, and communicate proactively, delivery accelerates - and so does trust.

Che Web Talks will keep unpacking real stories from service management, where the main character is communication that delivers.