How to manage new clients' expectations

Working with a new client is always stressful. You each have to get to know each other and find out what the expectations are early on. For clients that are overbearing and a bit on the needy side, it can prove to be a strenuous relationship that is fraught with problems from the very start. Getting these issues in check early on is important to salvaging the relationship and ensuring that you are able to work together for the long haul. That’s why we asked entrepreneurs the following:
“How can businesses effectively manage client expectations early in a relationship?”

Set Clear Deliverables
“Send your client a highly detailed list of deliverables that contain realistic deadlines for each line item. Review these deliverables with your client one by one and answer any questions they may have prior to moving forward with the project. This will ensure that both you and your client are on the same page and share the same expectations.”

Be Authentic
“There’s too much fluff in most business proposals. People love to overpromise, so be authentic, talk to the client about what you are willing to do for them, what you hope to achieve from the relationship and be transparent about the challenges and obstacles involved. An honest assessment of the potential (and challenges) of the relationship is more effective and sets realistic expectations.”


Establish Regular Communication
“Start with good ways to communicate and reach out to each other on a regular basis to stay on top of expectations and perspectives about how the relationship is going. That means asking clients how they want to communicate and how often. Using the channel they like is a great way to start it.”


Be Honest
“It’s really important to be clear with clients about what they are going to receive. This is something that can be done when you review the signing contract. A clear itemized list reviewed over the phone will provide a great deal of clarity. The most important thing is to be honest from the beginning.”


Think Like the Customer
“Although the client will tell you what they expect, they may not share everything because they are uncomfortable explaining it or they forget. That’s why you need to think like the client and realize what it feels like to be them. That can help you better manage expectations because you see more of what they want and why.”



Don’t Be Afraid to Walk Away
“Be upfront and super clear about the deliverables and make sure the client or partner understands this prior to the engagement. Clients can become unruly and lose sight of the original deal. Some businesses are happy they got a deal done and they’ll let the client bully them. Don’t be afraid to check them. They chose you for a reason and if that reason is forgotten, don’t be afraid to walk away.”

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