Expectation Management

Teach Your Customer and Practice Successful Expectation Management

Teach Your Customer and Practice Successful Expectation Management
by Amy Q.

Client management is a major factor in a project's success. Expectations of clients may change over the course of a project and may lead to disagreements and consequently to project failures. There are several prospects involved in a project's success, like initial prospecting, early conversations, strategic program development, budget consideration, and creation of deliverable timeline, etc. With so many people involved, and so much communication flying around, greater possibility of getting overlooked. In this case the art of expectations management becomes an essential tool for survival and business success. Here are a list of 5 tips of best practices for managing client relationships.

Regular communication

Regular and healthy communication can solve almost half of the client issues. Direct communication enables both parties to address and discuss the problems directly. Mutual trust can be developed through transparent communication and that can lead to create a foundation for long-lasting relationships.

Most team players, even many of the strongest, do not realize the role communication plays in creating a working partnership. Of course two people working together must synchronize their efforts to avoid uncompromising situations. As of such, silence can breed misunderstandings. Collaboration constantly demands others’ input. When people feel a part of something, they are more inclined to take an active stance of participation in such involved activities.

Timely follow-up

Continuous improvement is better than delayed perfection. If we make the client wait, more likely they are to believe something went wrong. Any commitment should be met ideally in 1-3 days.

Be clear about the budget

Client relations can spoil if we are not open and honest about the budgets. Throughout the course of the program, you must have regular dialogue about budgets.

Active listening

Listening plays a greater role in managing client expectations. Many clients are unsure of what they are trying to accomplish or not very good at articulating it. As such, you must have excellent intuition and listening skills in order to identify key messages being communicated

Document the plan and agree on goals and timelines

Prior documentation can be an excellent way to review progress and get credit for the commitments you delivered. Work documentation will alleviate any confusion over strategy, goals and timeliness.

Having high expectations in certain circumstances is what prevents ourselves from enjoying the experience altogether. If you feel this way in your life, you need to readjust your expectations. Do not expect things out of situations, just go into them with an open mind. This will allow you to fully immerse yourself without the pressure of living up to preconceived notions.

Maintain a Personal Equilibrium

Some versions of challenge stemming out of mismanaged expectations are bound to confront all new leaders during numerous points in life. Handling them successfully often depends on maintaining emotional balance and exercising clear-headed judgment. The important part is keeping balance of all aspects of your life and recognizing you are setting a standard by how you react to these emotions. Remember that others are watching your reactions and you are in fact modeling the behavior which can set the tone for your tenure of leadership as well as the tone for your organization.


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