Managing Client Expectations

A lot of work goes into attracting and retaining the clients we want to work with, so it is crucial to manage expectations from the beginning. A solid relationship can withstand bumps in the road and go on to grow even stronger for it. The foundation of a solid relationship is to connect with your clients on a personal level. Know their family situation, what makes them tick, how they spend their free time and what motivates them to do what they do.

Lack of communication can eat away at relationships, personal or business. Be proactive in communicating with good news and bad. Direct and transparent communication builds trust and helps you and the client to handle setbacks. Add to the value of your relationship by offering advice, direction, and input. An open dialogue like this can help establish the respect needed for better project management. You were hired for your expertise and knowledge, and if you don’t share your point of view, there is a risk of becoming a “yes man or woman.”

It is important at the beginning of every project to agree on strategy, goals and timelines. This gives a clear understanding of what success is and how to measure it. Create a document that outlines the scope of work to resolve any confusion about expectations and to avoid difficult conversations down the road. Speaking of difficult conversations, most relationships will go south very quickly if you are not open and honest about budgets. To start, you must be realistic about setting a clear understanding of the budget required to execute the desired program. If you don't address the client until you have an issue you will not only have an unhappy client, you may also find yourself eating the overages.

Lastly, be a good listener. Many clients are unsure of what they are trying to accomplish or not very good at articulating it. Following your gut instincts along with excellent listening skills are a must. One of the best ways to offset a client who communicates poorly is to repeat what you have heard and ask them to confirm the accuracy of details, which will ultimately impact expectations.