How To Effectively Manage Client Expectations
While some clients might have unrealistic expectations, it’s your responsibility as a business owner to manage those expectations. You’re the expert in your field, so setting your clients’ expectations should be part of the experience you provide.
In this article, we’ll touch upon how you can manage your clients’ expectations the right way, resulting in less stress and higher client satisfaction rates.
Setting Boundaries
So you want to be there for your clients, but you can’t be there 24/7. It’s something all business owners wish they could do. However, it’s not healthy, and you need to establish some clear boundaries.
Keep it straightforward and explain limitations from the beginning. While you don’t want to be difficult to reach, it’s important to keep these boundaries in place to avoid clients intruding on your life.
Whether you take weekends off or want to be free every Wednesday to attend your kid’s baseball game, you need to make these boundaries known. This will ensure that if you choose to answer a client when you’re not available, it’s something your clients will appreciate rather than something they expect.
Putting Expectations In Writing
Some clients can remember what you tell them; others, not so much. You need to put expectations in writing to ensure they don’t need to remember more than necessary.
Some people write these expectations down on paper; others choose email. Regardless, any time you speak with your client, it’s a good idea to follow the conversation with an email. This email should include a brief summary of the important points of the discussion.
Writing everything allows you to keep track of what your client agrees to as well. With this in mind, you’ll have fewer misunderstandings as a result.
Reporting The Value You’re Bringing
Your clients are paying for your product or service, so shouldn’t they know the value you’re bringing to the table? For example, if you’re providing SEO services, you can send a report showing rank tracking to each client.
Sending reports of the value you provide clients can assist with client retention. This adds value in their minds while managing their expectations.
Sharing Project Milestones
Milestones are essential to achieving what you’re setting out to reach. As you continue to show the progression of your working relationship, this keeps the client informed. In turn, you can effectively ensure your clients don’t feel the need to micromanage your processes.
Sending status updates keeps your clients in the loop. The clients know what to expect, and you’re happier because you alleviate the pressure that comes with clients constantly reaching out for updates.
Under-Promising & Over-Delivering
We’ve all had someone over-promise and under-deliver, and what was the result? Disappointment.
Well, with this being the case, we should make an effort to ensure this never happens. Consider what you’re capable of delivering. Scale that back a bit, and promise to deliver it. Anything else you provide becomes extra, and clients love additional offerings without a rise in price.
By promising less than you plan to deliver, you’ll set expectations you can dominate every time. In turn, you can expect high satisfaction rates and a boost in client retention.
Keeping The Lines Of Communication Open
We hear it all the time: communication is key. But the key to what, exactly?
Constant communication to inform clients about what you’re doing for them is always appreciated. You can discuss your future plans and how these ideas will help them as well.
Maintaining open communication also helps because you’re being transparent. As a result, you’ll effectively manage their expectations through these interactions.
To conclude, set boundaries, write everything down, track and report any value you’re providing, share project milestones, and maintain open lines of communication. These strategies will assist you in managing your clients’ expectations effectively, forging the long-lasting business relationships you crave.