What is client expectation? If you ask the client, the answer will vary from one client to another. Certain clients may expect you to deliver his work within stipulated time frames and will be keen on keeping with deadlines. Some others may only expect good quality work from you, irrespective of time frames.
So how do you manage the client’s expectations? There are quite a few circumstances that bring up varied experiences on client expectations while working with a wide spectrum of clients. The key to managing expectations is to have a plan and a back up plan for all situations that you may foresee a crisis. However, there are also unforeseen crisis, which one has to prepare for.
If there is a crisis or if there is good news, let your client know immediately. This way he will be confident that you will get back to him, whatever the situation you are in. Let them know if you are away from work or if you are unable to complete your tasks. This should be part of your regular communication plan.
Whenever you are unable to complete the work as per schedule, offering workable solutions to help them, complete the work is a good way to manage client expectations. Guide them on how to complete the pending task or even recommend a few people who may be able to pitch in and save the situation.
Building good rapport helps when the deadline of a project needs extension, especially when the client is far away from you. At any stage, the rapport that you build will help, to even question certain decisions that the client may make. Many times the clients are willing to explain a certain stance or change, elaborating on how it is going to be beneficial for both parties involved.
Having said the above, most clients do not have any expectations around work hours, as far as freelancers are concerned. This because they are aware that freelancers do not abide strictly to the number of working hours due to their nature of work.
Most clients expect quality of work to be topnotch, when they outsource projects for freelancing. Output, irrespective of the number of working hours put in, has to comply very specifically with depth, class, quality, and accuracy. These, freelancers, have to keep in mind while doing his work. The expectation from the client here is a superior job that will earn a lot of appreciation.
There are situations where more than one person is coordinating, with you, for work. There may be three or four people who are co-coordinating with you over a particular work say development of a curriculum etc. Here the SMEs, trainers, managers, sales personnel etc will have their views shared over a telecom or meetings. It is important to filter information that is necessary and crucial to suit the developmental work, the most. The freelancer requires a lot of discriminatory ability to know what should go into the curriculum and what should not.
If the situation demands it from a freelancer, it is quite alright to stretch work hours and offer to do a few extra assignments. Going the extra mile will help you gain the good will of the client. You may gain valuable experience while doing these extra assignments. This need not be a habit but, a freelancer should make use of a proper opportunity to learn and get the extra edge over others.
Payment is an area where it is crucial to learn to negotiate. The client may not give in his expectations, but the freelancer can gently remind the client, the amount of work involved in order to complete the assignment thus justifying the charges. But there are certain times when the freelancer can push for charges, for extra work especially, when the work is well over that mentioned in the contract. Whether the freelancer is a tax payer needs factoring in as well. It is advisable to keep in mind that, if much of technical complexities are involved, then, it is only right to charge a steep amount. This way you are ensuring fair treatment as well. And you save the client from being unreasonable.
Last but not the least is something that you, as a freelancer, could do to manage your client’s expectations. Always over deliver while you may promise something less. This way the client will be delighted at the effort put in and will also want to reward you for your efforts. So then, what is that we need to promise? Always promise in line with results expected from you. However, when it comes to output, over deliver and do that little excess to delight the client.
As and when you keep growing in your area of expertise, it is good to give valuable suggestions to clients who are looking for it. This way you act as a freelancer and a consultant as well. The client will then have a one stop shop where he will get all the solutions related to his work. This yet another method of managing client expectations.
About K Saravana Kumar
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