Last in the series of three ways to manage client expectations: Maintaining good communication with the client, and being willing to discuss things that might feel a bit uncomfortable should any unrealistic expectations be made of you, or should you overpromise and be in danger of underdelivering.
Going back to last week, I mentioned the “T” word—transparency. It’s such a huge deal when it comes to relationship building, and especially in virtual relationship building, where much is left to an imagination which notoriously can run away with a person. Today, it’s even a huge deal when it comes to fairly standard business-building practices. So you need to hop on the transparency bandwagon, even if it feels odd to do so.
Bit O’Moxie: Manage client expectations by sharing more than you need to, by being in touch more than you need to, by telling them more about yourself than you need to. Let clients see you. If you’re doing what you say and what you need to be doing, where’s the harm in it?
Manage expectations further by showing yourself to be someone who will absolutely not hide when there’s a problem, or step over stuff that needs to be communicated. If a client knows you’re going to be the first person to call and tell on yourself if you’ve made a mistake, or when a problem has come up, the client can rest easy that you’re really taking care of things at a high level. Be known for this—it’s huge.
My friend, relationship expert, Hedy Schleifer, talks about how between any two people there’s a metaphorical river of sorts...and it’s the duty of the people in the relationship to keep the river free from trash and pollution. One of the ways you do that is by making sure you communicate a LOT. That river metaphor is perfect for you to keep in mind when thinking about the relationships you share with your clients. Keep the river clean, and there will be no expectations you don't expect.
When you share everything that should be shared, make explicit agreements, and do everything you say you’ll do, it’s difficult for client expectations to be anything but spot on. And when they’re spot on, your life and work will be infused with far greater ease than you've ever known before.
Gimme comment love! Have a thought or story about communicating with clients and how it’s helped or hindered your relationships/practice? I’d love to have you post a comment and join in the conversation!
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