Strategic Reads with Sherrita: Edition 4
The Power of Communication: Managing Client Expectations
Meeting with members is the most rewarding aspect of my work here at Catapult. I get the opportunity to hear about your dreams and help you work through your challenges. One challenge that I’ve noticed coming up frequently – whether you’re in the role of the business owner or the client – is miscommunication and the resulting dissatisfaction. That’s why I want to dive into this topic with you today.
Running a successful business isn’t just about attracting new clients; it’s equally about nurturing and retaining the ones you already have. It isn’t about your product or its quality, but other vital factors like cost management, communication, and reliability. That’s why managing client expectations through clear and consistent communication from the start is essential.
Remember, every client is different, and managing their expectations effectively is key to meeting their needs and building long-term relationships. We’ve all heard the saying, “It’s better to under-promise and over-deliver than to over-promise and under-deliver”. Setting expectations too high or leaving room for assumptions can lead to disappointment – and once a client is disappointed, they may start looking elsewhere.
Here are some tips for setting client expectations from the start:
- Set Realistic Expectations
- Define clear and realistic expectations from the beginning to prevent misunderstandings and disappointments. Ensure that your timelines are feasible and aligned with what you’re promised, so your clients know exactly what to expect.
- Explain Your Process and Be Transparent
- Be upfront about your practices and processes. When clients understand how your business operates, they’ll be better prepared for what working with you entails. Sharing this information will protect you and help foster trust in the working relationship.
- Set Communication Expectations
- Set clear expectations about how and when communication will occur. Specify frequency, preferred methods, and response times. This way, everyone is on the same page.
- Consider the Root of Expectations
- Remember that expectations often stem from personal insecurities or past experiences, and they can vary widely from one client to another. Being aware of this can help you navigate client relationships more empathetically and effectively.
- Establish Project Status Updates
- Regularly document the status of your projects, including budget, achievements, challenges, questions, and next steps. Review this document with your client before work begins to ensure everyone is aligned.
Setting clear client expectations from the start isn’t just a smart business strategy – it’s essential for building trust and ensuring long-term success. By being transparent, communicative, and realistic, you can create a strong foundation for positive client relationships. Remember, satisfied clients are not only more likely to return but also to spread the word about your business. So, take the time to manage expectations effectively, and you’ll find that it pays off in both client satisfaction and your overall business growth.
For more information, check out these articles:
- https://www.linkedin.com/advice/3/what-some-common-client-expectations-how-do-you
- https://www.teamwork.com/blog/managing-client-expectations/
- https://thedigitalprojectmanager.com/projects/stakeholder-management/managing-client-expectations/
- https://www.sandler.com/blog/5-ways-manage-your-clients-expectations/
- https://agencyanalytics.com/blog/manage-client-expectations
