| One of my favorite coaches always says, “Your clients don’t know what they don’t know.” This is a welcome reminder, as being surrounded by team members and vendors who are all on the same page can make it easy to forget that what comes naturally to us is often a complete mystery to our clients. As a creative IT consultant, one of the most foreign experiences I can think of is taking my car to the dealership for service. I’m not sure why so many fluids need replacing, how long a 20,000-mile service will take, or whether I should replace a part that seems fine now but could fail soon. I assume the service manager can relate to my confusion, explain things in simpler terms, provide trustworthy advice when I ask, “What would you do?” and set reliable expectations for time and cost. However, this rarely happens, leaving me frustrated. How well-trained is your team in understanding the basics of what your clients expect from each interaction and in setting clear expectations for how you deliver your services?Understanding Expectations
How refined is your discovery process? Do you leave no stone unturned when meeting a new client or going over a project scope with an existing one? Expectations can vary greatly from one industry and project type to the next. Creating your own system and continuously refining it will not only ensure its efficiency but also improve your client’s experience. Introducing your services or proposing any solution should always wait until you have a clear understanding of expectations, which usually takes a minimum of two to three meetings. The first meeting should focus on active listening and taking notes. While some situations require questions to get things flowing, most clients will happily share enough information about their expectations early on if given the chance. Time and space are crucial. Setting aside enough time ensures the client won’t rush and skip important details. Meeting in person and away from distractions improves the quality of information collected. Allowing a few days before the second meeting helps you review what you’ve learned and identify areas of concern. This also gives clients time to think of anything they missed. The second meeting is for asking questions and validating your summary of client expectations. Aim to keep each meeting under one hour. Booking another meeting is always better than failing to understand and align with client expectations. The secret sauce? Asking good questions. Build your discovery phase around having all the answers you need to underpromise and overdeliver.
Setting Expectations
Are you continuously improving your communication skills? Enhancing communication will not only set better expectations but also positively impact every aspect of your client’s experience. Your products, services, and processes are likely unfamiliar to clients, so striking a balance between too little and too much information keeps them engaged. Avoid vague updates like “everything is in progress;” instead, provide concise summaries of completed tasks and next steps. Consider your process from the client’s perspective and identify key points for updates. Creating a structured communication plan is crucial. Identify areas where verbal communication is better suited versus written. Integrate regular check-ins into your process to keep clients informed and address any concerns promptly. Documenting and sharing progress through clear and concise reports can help clients feel more connected and assured. Last but not least, always seek feedback from clients to improve your communication and strengthen your relationship with them. Answers to simple questions such as “Were there any surprises?” can provide valuable input on improving your skills and setting better expectations next time around.
Mastering the art of understanding and setting client expectations is crucial for building strong and lasting relationships. By refining your discovery process and actively listening to your clients, you can uncover their true needs and preferences. Planning and integrating your communication plan into your process will ensure that you provide the right amount of information at the right time, keeping clients informed and engaged. Regular check-ins, clear documentation, and seeking feedback help maintain alignment and trust. Ultimately, by asking the right questions and continuously improving your communication skills, you can count on impressing your clients and setting yourself apart from the crowd.
– Burak Sarac, Team Lead
|
