10 Tips for managing Clients expectations successfully

One of the challenges that we all face is managing the expectations of our Clients....no matter what industry you're in.

We all want an Audi for the cost of a Kia, custom made and delivered in 5 working days; and why not?!

As Industry Professionals it's up to us to guide our Clients through their projects successfully, which translates to: on time, on budget and the end product they expect. 

A few helpful hints:

1. Know where your Client's value lies for the project.  What is motivating the end result?  Aesthetics, Mechanical attributes, Technology, Budget, Deadline?  Knowing this will guide the team in the right direction from the start.                                          
   
    
2. Show and tell can be the easiest way to guide the team towards the goal.  Laminated Glass maybe the desired aesthetic although the same look can be achieved with a single pane of tempered glass treated with vinyl.  Showing the Client the physical samples with the comparative data will drive the assembly towards the expectation.     
   
3. Regular updates to Budget and Schedule are crucial, particularly in a fast moving project.                                                                                                                 
   
4. Outlining tasks in a simple chronological format for team members that may not be familiar with the process will help them understand and articulate the project to their colleagues in layman terms.
   
       
5. When the scope changes mid way through the project, circle the Client back to basics.  Where does the value lie? Is the change required or desired?  Will the Client be more or less satisfied with the change and the associated effects?
   
   
   
6. If something isn't working, change direction. To quote CoCo Chanel, "Don't spend time beating on a wall hoping to transform it into a door".  Stagnant projects is an expectation killer.                                                                     
   
7. Keep the lines of communication the clear and focused.  Multiple email threads and messages to different groups can easily derail expectations.    
   
    
8. Field trips!  Site visits to similar projects can remove any doubt towards making assertive decisions.                                                                       
   
9. Events that appear extremely obvious to the Professional may not be so obvious to the Client.  While you might feel as if you're insulting someone's intelligence by explaining that a construction site is very dusty during demolition, explaining steps and tasks is an easy way to keep the expectations in line.                                                                                 
   
10. Last but not least, Under promise and Over Deliver! Leave room behind the scenes to meet all the expectations you've obligated your team and self to.                                                                                                                  
    

Meeting and exceeding our Clients expectations ensures a successful project.

Happy Building!