Setting expectations for our clients can feel scary. BUT they’re imperative to a healthy client/service provider relationship. AND understanding what it REALLY means to set client expectations and how much they actually HELP your client, you’ll wonder why you haven’t been setting expectations all along!
Here are 4 expectations you should be setting for your clients.
Your Process Overview & Deliverables.
What it REALLY means:
You know how your business works but your client doesn’t. Now, they don’t need to know all the tiny details but give them the highlights on what working with you looks like. Do you set up a Trello Board for them? When will they receive proofs? How long until they receive the finished product? What exactly is the finished product?
How it helps your client:
Having a overview of what working with you will look like provides your client with a lot of confidence and significantly reduces questions, scope creep (asking you to do things you aren’t getting paid to do), and makes for very happy clients! They won’t be disappointed a project is “taking too long” if they know how long it’s actually supposed to take!
Preferred Methods of Communication.
What it REALLY means:
Let your clients know up front how you’d like them to communicate with you and how and when you’ll get back to them. It seems simple enough but sooooo many of us fail to make this “simple” thing clear. If you want them to put questions in a Trello board – tell them! Don’t want them to Voxer you tasks – tell them! Only answer emails Monday through Thursday – you guessed it! Tell them!!
How it helps your client:
There is a misconception that by putting boundaries around how you can be reached somehow means you aren’t providing a great customer service experience. But I am here to tell you that idea is wrong, wrong, wrong! What DOES hurt your client experience? Clients that are upset because they emailed you Friday morning and you didn’t get back to them that day. A task request in Voxer that gets missed. Let them know how and where to get in touch with you and they won’t be left feeling forgotten about.
Meeting Details.
What it REALLY means:
In addition to how many calls your clients will receive, meeting details also means what will happen during each call. For example, if call 1 is for brainstorming, call 2 is for accountability and call 3 is for questions, make sure your client knows that up front. This will help keep your clients on pace AND keep the relationship working on your terms – which is not a bad thing!
Other important notes for your clients include when and how to schedule calls, what to do if they will miss a call and any items they need to have prepared in advance of each call.
How it helps your client:
Your clients are paying you good money and it helps when they know what they’re getting and when. Your client has come to you because they need or want your expertise and are likely very eager to get started. Considering it may take a few weeks to start seeing something tangible, letting your clients know up front how each call will go let’s them know that progress is being made even if they can’t “see” it yet.
What you need from them.
What it REALLY means:
A big bottleneck for service providers is waiting on the client. Whether it’s waiting for their images, content or approval, nothing is more frustrating than a client who simply doesn’t get you what you need to get your work done. (Side note: This reminds me of a quote from Jerry Maguire “help me, help you!”)
How it helps your client:
Be clear up front what you will need from your clients AND by when in order for you to deliver your best work on time. This doesn’t just help you, it helps your clients to. If you let them know the day YOU are ready for content, images, etc. you are leaving your clients scrambling to get items to you. Give them advance notice and a deadline and you will likely see you are getting what you need.