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Are You Losing Clients or Setting Them Up for Success?
Managing client expectations is a skill that cannot be ignored.
Shawn Johnson
November 24, 2024
In partnership with
Happy Sunday!
If you’re reading this, I hope you’ve taken a moment to relax this weekend. Grab your favorite drink, settle into a cozy spot, and let’s talk about something every business owner faces: managing client expectations.
Mastering Client Expectations
Setting the right expectations at the beginning of a relationship can save you time, stress, and misunderstandings down the road. But what happens when things don’t go as planned? Knowing how to reset expectations—and when to part ways with a client—is key to maintaining healthy, productive business relationships. Let’s dive into three essential strategies for navigating this tricky terrain.
1. Start Strong: Setting the Right Expectations from the Beginning
The foundation of any successful client relationship is clear, upfront communication. When you set expectations early, you eliminate confusion, build trust, and establish a mutual understanding of goals, timelines, and deliverables.
Be Specific: Outline exactly what you will deliver, including timelines, scope, and pricing. Avoid vague promises like "we’ll do whatever it takes"—instead, focus on what’s realistic and achievable.
One of my favorite sayings is “Clear is kind, unclear is unkind.” I first heard this from author Brené Brown and have used it ever since. She’s right. The clearer you can be, the kinder you actually are. You’re not going to hurt any feelings for being clear, but you will if you avoid setting the right expectations upfront.
Put It in Writing: A “Per our conversation” email and a written agreement or contract is essential. Not only does it set clear boundaries, but it also protects both you and the client in case of disputes.
Clear is kind, unclear is unkind.
Example: If you’re delivering a marketing campaign, specify details like "X social media posts per week" or "one report every quarter" rather than just "regular updates."
Tip: During onboarding, ask the client about their expectations and confirm if they align with what you can deliver. If they don’t, this is your opportunity to set expectations before something arises, ensuring everyone starts on the same page.
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