You expected...what??

There are three great ways to manage client expectations, and I’m going to talk about them over the next three weeks.

The first is by making explicit agreements. An explicit agreement is a very specific, concrete agreement, without any ambiguity. It helps you manage client expectations by getting rid of any guess work about what’s being expected of you (by the client), and what you are expecting to do (for the client).

I’m willing to bet that most VAs (most people, really) almost never make explicit agreements. I’m willing to make that bet because so many of the hot spots I’ve seen coaching clients get into over the years come exactly from this issue.

It goes like this:

Client: Jane, can you please get that brainstormed list of possible radio show names to me by the end of the week?
Virtual Assistant: Sure, Jack!

Rather than like this:

Client: Jane, can you please get that brainstormed list of possible radio show names to me by the end of the week?
Virtual Assistant: Sure! I can have that to you by Friday at 3pm your time. Will that work?
Client: Perfect!

See the difference?

The first example was of an implicit agreement. There’s ambiguity all over the place, and oodles of room for assumption and interpretation. “End of the week,” for Jack, might mean by 10am on Friday, and for you, quite literally, the end of your business day on Friday.

Can you see how he may be upset with you, even if you keep your word to get the list to him by the “end of the week” (based on your view of that concept)? And can you imagine his calling you at noon and asking for an update, and your feeling annoyed (“Why is he bothering me? I SAID I’d get it done by the end of the week, and there are still FIVE hours left in my work day!”) with him for even asking?

Bit O’Moxie: You cannot manage expectations with implicit agreements. Don’t make them. Instead, commit to a date and time that you'll have the item completed by and smartly calendar it so you won't forget/drop the ball.

Explicit agreements wipe away any possibility of this sort of challenge. Now, Jack could still call you at noon—even when you promised the list to him by 3p and the two of you have an explicit agreement about it. But at least you’d be able to calmly remind him of your very explicit agreement, and soothe his frazzled nerves by letting him know that you’ll absolutely keep your word. Over time, Jack should probably stop asking that sort of question if his experience with you is that you always keep your word. And that’s what I’ll be writing about next week!

Gimme comment love! Have a thought or story about agreement-making and how it’s helped or hindered your relationships/practice? I’d love to have you post a comment and join in the conversation!

Comments

[Kyle Sheldon-Chandler]

As a practicing procrastinator, I work very hard at putting a time or date on the tasks at hand for my clients. Otherwise, I would not get it done.

Part of my goals this year in working with the *mean coach* is to get better at delivering way ahead of the deadline.

I find, that this type of clarity really helps the clients, as well as me.

[Kelly]

I get this all the time from clients, now I always try and get specifics i.e time and facts to avoid any confusion!

Thanks for bringing up the subject.

[Diane L. Coville, ALTERNATIVE OFFICE ASSISTANCE]

You are so right! I, too, try to set clear expectations and timelines/deadlines with clients. In a perfect world, the client adheres to what has been agreed upon, however, in the "real" world, the clients priorities often change (for whatever reason) and suddenly an end of the week deadline becomes, "I need it today!" In those instances, I try to negotiate a reasonable timeframe whereby I can meet their needs.

[Stacy]

Kelly and Kyle, thanks for chiming in!

Diane: And there's a difference, isn't there, between "Omgosh, this opportunity just came up and I'm really hoping you can help me take advantage of it," and, "I forgot about this, it has to be done by 4pm, and I need you to make that happen!"

A client's lack of planning/organizing should never become an emergent "requirement" for a VA.