Managing client expectations: it's complicated!

Whether you're a big or small business, managing your client's expectations effectively will help you better meet their needs.

Man appears to be explaining something to someone while on his phone and computer.Photo by Priscilla Du Preez on Unsplash

Be Honest

Black woman saying we keep it real.

  • Set rules

  • Be straightforward from the beginning

  • Agree on the process with the client

  • Be clear about what you can and cannot guarantee

It's always best to under-promise and over-deliver!

Be Proactive!

Man moving hands saying be proactive and ask while woman and man stand listening

  • Listen closely to your client.

  • Give them your undivided attention.

  • Always ask questions.

  • Reiterate each conversation for clarity.

Quiz

You foresee an issue with your clients' proposal. What should you do?

Ignore it, it's not your problem

Give the client what they want

Tell your client and offer solutions

Tell your client it's a bad idea

Be Clear, Open, And Consistent

  • Follow up with your client each week — preferably at the end of the week for a check-in.

  • Keep your client up-to-date throughout the process, communicating any changes right away.

Lady making hand motions saying

Clear, open, and consistent communication allows you to address and resolve problems before they escalate.

Set Objectives, Limits, And Expectations

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  • Ensure that you and your client are on the same page and have the same end goals before the start of the project.

  • Avoid setting unrealistic expectations. It's ok to say no.Explain your position and offer a more realistic alternative.

  • Be clear about the role you and your team members play in the project.

It's easier to manage a client once you gain their trust!

Take Action

Girl pointing saying

Manage your clients effectively!

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This Byte has been authored by

DY

DEONNA YOUNG

Learning Designer