How to set client expectations right the first time

There’s no real secret formula for managing client expectations, just a series of logical but crucial steps:  

• Set realistic goals and milestones
• Create a plan for each project
• Establish clear communication channels
• Provide omnichannel support
• Give clients a live view of your projects
• Set out client responsibilities
• Make time for rapport and communication

The first of these strategies allows you to manage client expectations using realistic goals that you can both agree on to ensure the success of your relationship from the outset.

By establishing realistic goals and milestones from the start, you can avoid scope creep so that everyone is following the same project objectives.

Create a plan for each project

A clearly defined project plan should detail project goals, timelines and set deliverables from the start so that everyone is working with the same expectations.

Create a Scope of Work document defining a project’s goals, tasks, deliverables, timelines, and responsibilities, listing what you will provide the client with, and budgeting.

Establish at the outset how your pricing is structured, billable hours, potential expenses, and added charges for out-of-scope requests. 

Prioritise regular and proactive communication

Effective communication keeps expectations clear and consistent and helps build trust. It must work both ways to ensure you and the client are both on the same page, and involve regular status updates on a project’s progress.

Include ticketing to track and manage IT-related issues, incident reports or technical support queries, with a platform that integrates chat and video calls and document sharing.

Provide omnichannel support

Give clients omnichannel support so they can reach you via their preferred communication portals. Whether it’s email, phone calls, or project management software, agreeing on these at the outset ensures that communications are smooth and efficient.

Give the client live project visibility

Use project management tools to offer clients limited access to the project’s progress, which builds trust and allows them to see progress in real time.

Set out client responsibilities

Agree that the client will provide you with timely reviews, feedback and any other necessary information and their timing. Be clear that delays on the client’s part can affect the project timeline. 

Make time for rapport and communication

Trust, and flexible open communications, are a must for building strong client relationships. Letting the client know you understand their needs fosters an environment where they can ask questions and provide feedback at any point in the project.