So much time and effort goes into business development and gaining new clients…why throw that away with false expectations coming from both parties? Setting and managing expectations is one of the most important aspects of developing a healthy relationship with clients.
That brings us to this question: How do you manage your clients’ expectations while staying on the same page? With a few helpful tips, setting those initial expectations can be simple and have a positive impact on your long-term business. When people learn to expect more than you can deliver, they are destined for disappointment.
Expectations start with open communication – don’t let your business relationship start with a negative experience where communication is lacking. Take these tips on how to set expectations with new clients and use them to establish an honest, long-lasting relationship.
Photo by Tim Mossholder on Unsplash
Be honest from the get-go
As mentioned before, communication is everything when it comes to relationships. Be honest from the start and let your clients know exactly what you are planning on providing them. Your client hired you for a reason – they trust you. Don’t try to appear as something you aren’t. Instead, focus on delivering quality services that will add value to your client’s company. If you can start with a standard of honesty, you’re more likely to have good, healthy relationships with your clients.
Address problems directly
When there are problems in communication or expectations, they need to be addressed without hesitation. Communication that is direct and transparent will establish a sense of trust and lead to a healthier long-term relationship where concerns can be expressed up front. Over time, that trust will help you understand more about your clients and vice versa.
Anticipate the client’s needs before they tell you
This may come a little later in the relationship, but being able to identify and meet client’s needs before they tell you to is a huge milestone in managing expectations. Just think, the faster you are able to meet client’s needs, the more satisfied they are with your service and the more they trust you. When you are able to anticipate needs or problems before they arise, you set yourself up for greater success than just waiting for them to happen.
Deliver clear reports
While it may take some extra time, make it a priority to send your client’s weekly, monthly, or annual reports. Reports are the most efficient way to help your client understand their progress to this point and in which direction they are heading. These don’t have to be extremely detailed but send a well-typed email explaining the tasks you completed for that week and what you hope to accomplish the next.
Be a good listener and counselor
Listening, as simple as it is, is one of the most overlooked qualities that people appreciate. When you are setting client expectations, take some time to listen to what they have to say. While some know exactly what they want, others need to talk through their expectations so that they know what to expect. Being able to counsel clients come into play here as well – you need to desire to give sound advice to your clients that can ultimately help their business find growing success.
An expectation, when not managed properly, can lead to a dissatisfied and unhappy client. To ensure your client relationships will lead to success, you need to understand how to set and manage expectations. Without accurate expectations, there is no metric that can be used to gauge outcomes. There is no reason to be afraid of setting expectations. You should allow this process to establish a deeper sense of trust between you and your clients.