Written by: Vickie Sullivan | July 20, 2021
What to Do When a Client Expects More
Once your client signs the agreement and you begin working on the project, you may discover your client has big expectations of you. And they’re not what you expected or built into the scope of the project.
For example, in the spirit of collaboration, your client will invite you to endless meetings. Or they will add more “needed” tasks to the to-do list.
You quickly realize that everyone underestimated the time commitment. But what can you do now? Here are two approaches that can save the day and keep the project moving along:
• Good idea, bad timing. With this strategy, you agree that the client’s suggestion is a good idea, but the timing is bad. This works if the client adds activities after everyone agreed to the timeline. Personal example: A client wanted to add five things to the to do-list before they finalized the work product. My response: “This additional work would’ve been good to do at the beginning, but now that we’re closer to the end point, here’s why the delay is worse than not doing these things.” If you show the impact, reasonable clients will see the big picture.
• Here are our options. This approach allows you to explain to the client the different options. This works when something comes up in the middle of a project and the client wants your help “as a favor.” My personal response: If it’s a quick question, I’ll answer immediately. If another priority pops up, I’ll ask what other tasks get set aside so this job gets done. Or I’ll ask if they want to “upgrade” the project to include both and quote an additional fee. When clients get options, they own the decision.
Listen: How to Set Expectations During Sales Conversations
Expectations are moving targets, especially when many players are involved. Having an approach ready can take the awkwardness out of these sticky situations.
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