Handling client expectations: how to do it right

Irina Linnik
 on 23 July 2017

At Celadon we are glad to have trustful and long-lasting relationship with our clients and in this blog post we would like to share some tips on how to manage client expectations properly and turn a situation into win-win for both the service company and its clients.

1. Plan your actions in detail and make sure you and the client are heading in the same direction

Before starting any work, sit down with your client and outline the key requirements they would like to see in a product. Negotiate, if necessary, estimate different approaches but make sure you and the client have the same mindset for the product outcome.

Also, create a detailed plan that would list down all your actions and steps of development. Be ready to answer any questions by the client and be proactive by explaining certain things to them. Your client pays you the money so they want to know what they are paying for.

2. Make your process transparent for the client

Time logs, reports – anything that will help your client see what you are doing should be on your list. When a person has too high or too low expectations, it always happens because they simply have no idea of what’s going on. Help them out and keep them informed of everything you do. The more they know, the less amount of unrealistic expectations they will have about your work.

3. Constant communication and honesty

Your constant communication with the client is the best thing to let them know that you are 100% open and ready to discuss anything and this is a key to a long-lasting relationship.

It would be a really great idea to have constant and scheduled meetings, whether in person or by Skype, during which you can discuss your progress and any concerns or ideas. By keeping your client updated and informed, you are boosting his confidence in your company and the client will know exactly what to expect from you.

It is important to remember about honesty as well. Even if something goes wrong, by keeping your client informed you will let them adapt to the situation instead of blaming you after all their expectations did not turn out.

4. Assess their project together with them

The biggest mistake people do is thinking they have the best product without estimating their competition first. So don’t be afraid to assess the product together with the client. Analyze the market, conduct SWAT analysis, think of competition and consumer behavior. Think of a marketing campaign and delivery ways. All that is necessary so that the client understands which position their product holds and what to expect from it.

5. Show them your portfolio and talk them through your skills and expertise

In order to prevent your client from having too low or too high expectations, give them as much information as possible about your work. Show them any case studies, portfolio, have them talk to the developers you are going to involve into the project. Your client should know how you work and what you do and this will help them have a certain image in their mind.

6. Talk about the budget

Money talk is a tacky thing but it has to be done. Include all scenarios possible, with the least and the most amount. Don’t forget to explain in detail for what your client is paying – they want to make sure their money are paid for a reason.

As you can see, a secret to handling the client expectation is being open, honest and aiming for establishing a relationship between you and your client. Remember a simple thing: treat your client like you want to be treated yourself. In today’s business world with its hectic speed it is hard to find a really trustworthy company. Do your best to prove that you are worth your client’s trust and it will pay off.

Authored by  Irina Linnik
Skilled freelance writer, passionate about writing all sort of content, from books and stories to press-releases and business articles. 5+ years of experience in copywriting in two languages (Russian and English).
Currently lives in MInsk, Belarus. Has lived in Europe and Canada, looking forward for new countries to explore with Norway and Japan first on the list.

LinkedIn: https://www.linkedin.com/in/irina-linnik-35970554/

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