How to Manage Client Expectations

Do you find that sometimes clients assume they will receive certain products or services that aren’t part of your offering, or they’ve selected a lower package and are wanting the items in the higher package at no additional cost?

It is essential to start your relationship with a client by understanding their desires and matching your services to their needs. Discussing expectations right out the gate is the best way to prevent future disagreements. If you would like to better manage your client expectations, it is recommended that you follow the below five steps:

Start early

Establish guidelines with a customer before they even officially become a client. This can be done by setting up an introductory appointment or free consultation. This allows you to provide more details about your company, your process, and provides the client time to ask questions.

Another way you can easily set expectations from the start is by sending an engagement letter. This document outlines billing procedures, deadlines, responsibilities of your business, as well as how customers can contact you.

Be transparent about fees

During the first meeting, you can provide your prospects a ballpark figure for the service they are interested in. Once they decide to move forward with your business, be sure to write out clearly what your fees are. This helps ensure that there are no surprises for your customer.

Keep communication open

Customers want to know that they can easily access someone from your company. Although your business cannot be open all times of the day, it is still important that you share with customers how they can reach out and when they should generally receive a response.

It is also important that your business provides consistent communication with your clients so that they know that you are thinking of them. You can do this by sending informational emails, posting video blogs, or updating clients through social media.

Share deadlines

At the beginning of your relationship with your clients, you can also provide them key deadlines that they need to be aware of so they know when to expect your service to be completed. For example, you can share this information during a consultation with a client, however, it is best to include the details in an engagement letter.

Let clients know what’s coming

Circumstances can shift without warning, so it is essential that you continue to communicate updates with clients. If you are experiencing staffing shortages or are having a difficult time ordering important materials, be sure to let your customers know so they are aware of the situation. Also, if you make any changes to your procedures that impact clients, communicate this with them so there are no surprises.

Overall, the important thing to remember is to let clients know what to expect. They want someone who is professional, responsive and actionable. If you want to be the service provider they are seeking, the first step is to establish expectations and create a relationship that is transparent with open communication.