Completing the jobs as the request may be one of the most common ways to think about when we try to entertain our customers. But does it mean we must fulfill every request, even sometimes we have to sacrifice something else including our schoolwork or family? The answer is NO. Actually, by applying the technique of managing clients’ expectations effectively, you can still receive admiration from your clients without sacrificing anything.
Here are three tips I want to share with you about how to manage clients’ expectations effectively:
1. Under-promise, over-delivery
In the book Software Architect Bootcamp, Raphael Malveau and Thomas J. Mowbray wrote that:
“This technique is essential for group dynamics (e.g., meetings). One should always promise less than can actually be delivered. In meetings, one should tell people clearly what they are expected to do and explain the caveats (i.e., expectation management), and often they will overachieve.”
This technique is also applicable in business. If in the beginning, you just show your clients a big picture but later it comes out that this picture can never come true, then your clients will be disappointed and may no longer want to engage with you in the future. Therefore, even when you have a great idea that may benefit your clients a lot and you truly want to share with them immediately, please calm down first and carefully think about the feasibility. If you cannot bring it alive, this amazing idea is just nothing but triggering unnecessary negativity and disappointment. Always be realistic and do not make a promise based on assumptions. In addition, reserve room for yourself as it can provide you with more flexibility.
2. Dare to say “No”
Many people may be afraid that rejecting customers’ requests may lead to their dissatisfaction. However, if you make the promise without taking your capacity and ability into consideration, then when the deadline is approaching while you cannot deliver what your clients ask for, it will not only disappoint your gods but also results in more serious consequence, such as projects delay. On the contrary, if you have already said “No” at the very beginning, at least your clients can still have time to ask others for help or turn to backup plans.
Therefore, when you think you may not be capable of the jobs, just speak to your clients about your concerns with valid reasons.
Here “valid reasons” are also important. By just stating that you cannot complete the tasks, or even you do not want to do these jobs are far from enough. Instead, try to find objective causes, and from the perspective of your clients. Please keep in mind that do not apply this “art” on the tasks which most people can complete without difficulties, or with reasonable effort and contribution. Otherwise, your clients will question your ability and capacity.
3. Update your clients frequently
Keeping customers in the loop is essential. On one hand, it is the best way to demonstrate your proactive involvement in these projects. On the other hand, they will know the unpredictable events that may affect the deliverables almost immediately. Therefore, they will not be too surprised when they hear that you are blocked, or even the projects may be delayed.
The frequency of regular updates is also critical. It may bother your clients if you find them too often, or they may question your contribution if the interval between 2 updates is too long.
One way to think about the appropriate frequency may depend on the duration of the projects. For example, if your clients only give you 1–2 weeks to finish the project, then it must be an urgent case and your clients will be ready for any supports they can offer. Therefore, updating each 1–2 days will not be too much for them. While if the projects will last for 1–2 months or even longer, then a weekly update is enough to keep the customers on track.
In the real world, it is not always true that The More You Give, the Greater You Receive. Sometimes applying appropriate customer expectation management techniques can both benefit your clients and you at the same time.
