“Over time”, “over budget”, “scope creep”, “stalled”, “they promised the world and delivered an atlas”.

Take your pick of the reason, projects fail for any number of them. A major contributing factor is the management of expectations of everybody involved.

This can manifest itself in any number of ways; from shared (or not!) understanding of what success looks like, to the ability of both businesses to achieve that success together, to the product itself.

In a world where the appetite for plug-and-play solutions, AI and attractive marketing buzzwords are everywhere you look, it’s time to focus on the most important part, the human interactions!

 

Here are some learnings from the trenches:

 

1. The Importance of Building Trust

Trust is the foundation of any successful client relationship. When clients trust your expertise and judgement, they are more likely to be understanding and collaborative throughout the project.

 

a. Consistent Communication

Keep clients informed at every stage of the project.

Found something that will have an impact? Inform them.
Made progress? Inform them.
Encountering challenges? Inform them.

Every project will have ups and downs. Consistent communication provides the means to smooth them out.

 

b. Be Responsive

Timely responses to client inquiries demonstrate your commitment to their project. Not having an answer is different to not having a response. A response provides re-assurance and creates time in which to solve problems.

 

2. Committing to Outcomes

One of the most significant sources of client frustration is not understanding what is going to happen and when. It’s not limited to timelines, it’s also important the client understands the reason things may have to occur in a certain order, even if other outcomes are their focus.

 

a. Set Realistic Expectations

During initial discussions, determine the simplest pathways to success. This doesn’t mean delivering the entire project.

The longer people have to wait, the higher expectations become.

Ensuring the initial focus of the project has an easily achievable first milestone (and then achieving it) validates the project and the relationship with a sense of shared success.

 

b. Revisit Priorities

As the project unfolds, it is inevitable that new items will pop up. Imagination can be fuelled by early learnings and this can lead to the project scope taking a detour. These items are usually very logical, desirable additions and they are important.

Are they the focus right now?

Have the priorities changed?

Does this new thing go ahead of the existing thing?

What about the other actions required to achieve their top priority?

Holding the client accountable to their priorities forces recognition that progress does occur not in a vacuum.

 

3. The Role of Empathy

Empathy plays a crucial role in managing client expectations. Understanding their concerns, pressures and motivations can help you respond more effectively and build a collaborative partnership.

 

a. Validate Their Feelings

When clients express frustration or anxiety about timelines, acknowledge their feelings. A simple acknowledgment can go a long way in maintaining a positive relationship.

b. Listen Actively

Encourage clients to share their thoughts and concerns. Listening actively not only helps you address their needs but also shows that you value their input.

Understanding what success means not only to the whole business but also to the individuals running the project within the business is invaluable information.

This information allows you to build genuine relationships with the Client’s project team and manage the project in a way that maximises their motivation and engagement, which in turn allows the project to progress efficiently.

Conclusion

Managing client expectations requires a balance of trust, commitment, and responsiveness.

By fostering clear communication, setting realistic expectations, operating with empathy and creating accountability regarding priorities, you can build strong relationships that benefit everybody involved.

In the end, it’s about creating a collaborative, transparent and productive environment, leading to successful project outcomes and satisfied clients.