Managing Expectations: 3 Keys to Good Client Relations
It literally pays to keep relations good with clients, since they pay for the bills. And the key to keeping good client relations is to manage expectations. Which involves at least three things:
Honesty. Be truthful when answering questions a client may have about your previous work experience, your capabilities, and your creative style. This will help them have an accurate picture of what you can or can’t do. It also minimizes disappointments that may arise from “I thought you could do this…”
Transparency. If you’re having problems completing a project, you should notify your client as soon as possible. Good clients will always over budget time to the project; they understand that not everything can go as planned. Be forthcoming with any issues you may encounter, so that you and your client can brainstorm for solutions to the problem(s).
Punctuality. As friend was once promised a project by Thursday evening. He eagerly checked his inbox that night, and was tremendously disappointed when nothing arrived. “I’m not hiring him again” he asserted. “He shouldn’t have promised something he didn’t deliver.” In short, if you commit to a schedule, stick to it, and notify the clients of any issues that may affect it (see above).
Managing expectations for good client relations is a simple matter of being as forthcoming about a project as possible. How do you manage the expectations of your clients?
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