Balancing Client Expectations with Realistic Deliverables

Clients keep the doors of your business open, so it's crucial to provide them with value and meet their expectations. Doing that improves client satisfaction, and they will keep coming back.

However, providing value and meeting realistic deliverables may not align with client expectations. Some clients will come with requests that you may be unable to deliver or only deliver to their satisfaction under specific circumstances.

Many businesses deal with client expectations that don't align with reality. So, how can you balance these expectations with realistic deliverables to ensure customers walk away satisfied?

Compare Expectations and Feasibility

A client must have expectations, which is why they come to you. But you can take things in the right direction from the get-go by striving to understand those expectations.

Ask questions, jot down points, and clarify unclear information before proceeding to the next step.

Compare what the client wants and with how feasible the project is. Reviewing project details alongside your capacity will give you a more realistic picture.

Communicate Your Perspective

Once you deeply understand what the client wants and have evaluated the project's feasibility, you don't want to sit on that information. 

Break down your findings into points your client can understand. Try explaining how you think the project as they envision it will go and whether their goals are achievable. 

If what your client wants is possible and within your capacity as a professional, explain to them what it will take to deliver.

You want to be as honest and fact-based as possible during the initial stage of communication so that your client understands what the project entails.

Be Upfront About Limitations

Project feasibility is one thing, and personal limitations are another. You should be able to express your inabilities just as much as your abilities.

Limitations are not weaknesses. Be upfront about your limits, even if the project is clearly feasible. That will allow your client to make an informed decision before moving forward.

Curb Promises

You will have an easier time balancing client expectations when you avoid the excitement of closing the deal. No matter how good the deal is, try not to get carried away by the moment and say yes to everything.

As an expert, you know what you can accomplish both with ease and with difficulty. You may want to impress by going the extra step. That is great, but expressing what is more realistic is better.

You're better off under promising and over delivering than doing the opposite.

Take Advantage of Automation

No business likes to say no to its customers unless the expectations are plain unrealistic. However, if what the client wants makes the project more complex but still feasible, you could utilize available technology to make things easier.

One of the most powerful technologies businesses rely on today is automation. Tools like Professional services automation (PSA) are now helping teams transform complex processes into everyday tasks.

If you're dealing with complexities related to timelines or the workforce, automating certain tasks can be a huge help. 

As a professional, you may want to look into PSA platforms. Check out Accelo's guide to learn more.

Navigate Changes

Project management has its challenges, and some of them are unforeseen. You may have to make adjustments along the way because priorities have shifted or a client has revised their requirements.

But how can you navigate these changes while balancing client expectations?

You may have to re-evaluate the project scope and communicate effectively and promptly with the client.

You can still turn shifting circumstances to your advantage by revisiting the project and having a healthy collaboration with your client.

Maintain Progress Reports

If you keep your clients out of the loop long enough, they are likely to forget certain details, resulting in misunderstandings about the project's scope.

Keep your clients engaged with updates and progress reports so that they know what to expect at every stage. A collaborative relationship helps to keep clients informed throughout the project's lifecycle.

The Bottom Line

Managing client expectations effectively is a ticket to growth and success. However, since you must consider client needs as well as your own capacity and objectives, striking a balance that keeps both parties satisfied can be easier said than done. Hopefully, the above tips will be a good point of reference as you navigate client expectations.