Expectations are a central factor in every client relationship. Meeting or exceeding expectations will earn trust and repeat business.
Failing to meet expectations will put the relationship in jeopardy.

Here are some tips for creating a healthy set of client expectations that will result in trust and satisfaction.

Be honest about milestones

Never promise a completion date you know you can’t meet, just to get the contract signed.

Some companies think once the job is landed, the client will not want the hassle of changing horses in mid-stream. Well, maybe they won’t on this job, but when it’s done, the change will come.
You may be sent packing even if your work was done well.

Here’s something to remember: It’s okay to say that your current work load will prevent starting for a short period of time. This says that your services are in demand – you’re busy meeting other clients’ expectations. It can enhance your desirability.

I sometimes find that the further off I have to put a client, the more committed they are to waiting for me!

client-expectations

Develop a realistic schedule of work

Form an understanding with the client before the work begins regarding what is to be done, in what manner, and how the work is to be delivered – in phases, all at once, and by what deadline(s).

If you work with a team, meet with them first to craft the offer you will make to the client. Make sure everyone can complete their part of the project on time and in the right sequence, if necessary, to pull the whole thing together.

You only get one chance to establish initial expectations, so make sure you know what you are offering.
Once done, formalize the expectations in writing – a formal contract is best. It should outline exactly what you intend to do for the client.

Give yourself margin for error

Don’t make the time frame so tight that one or two glitches, which always seem to occur, will put you behind schedule.

A rule of thumb: Figure the time the job will take if everything goes well, and then add 15% to 25% onto it.
For example, if you think you can get your clients network installed and functioning in 4 weeks, estimate it at five.
You’ll thank yourself if that last week is need to complete the project, and your client will thank you if you all goes smoothly and you come in ahead of schedule.

Communicate with the client consistently

The client will appreciate knowing the progress of the work. Good communication also allows you to discuss problems that arise which might cause a delay or require some other alteration, or even an increase in the price.

With proper communication the client will be more understanding, and more tolerant of necessary changes. As a rule, don’t wait until a client calls you to check up on the work. Beat them to it. They’ll appreciate it and you’ll earn trust more quickly.

Make your work exceptional

Every field, business, or niche is filled with spirited competition. The best way to gain the competitive advantage is to work both harder and smarter than the next guy or gal.

Become a leading expert in what it is you do. Nothing else will guarantee your consistent success like continuing to deliver superior work. The difference between those that reach the top and those mired in mediocrity is often work ethic.
The last 10-15% effort that most don’t put into their work often produces work that seems to be twice as good, truly exceptional.

By following these tips and you will leave your clients with the impression that you under-promised and over-delivered.
The result will pay dividends in terms of future work with them, referrals, and a growing reputation for excellence and reliability, that will serve you very well going forward.

Additional resources

PG

Tom Walker is a UK based blogger who runs the CreativeCloud blog for an online supplier of ink cartridges and other print supplies.
Tom often writes about print media design and the art of advertising as he’s highly interested in the advertising field.

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