Managing Client Expectations

Every day, you manage expectations, at home with your spouse, at work with your colleagues, when you are alone with your thoughts. In everything, we set out to do and when we make decisions, we do so taking into account what we expect of ourselves and what people expect of us. 
 
Before a project begins, outcomes are assumed and risks are speculated on. There’s one thing that is within your control as a product or project manager, and that is your client’s expectations. Doing this from the beginning helps you to avoid problems in the latter stages of the project and also prepares you better when things don’t go the way you expect.
 
Managing expectations efficiently also allows you to continue maintaining a good relationship with your clients.
 
Here are a few tips for effectively managing client expectations.

• Set the expectations in the first place: Set the expectations with the client by clearly outlining the deliverables in order to educate them on what to expect. This gives you clear goals on what to achieve for the project and provides them with what they need to measure your success. Also, ensure that the expectations you have set are realistic so that you don’t overpromise and underdeliver. Not setting any expectations leads to assumptions on both sides, which increases the chances of unfavorable outcomes and a failed project. 
• Communicate often and clearly: Communicating often and clearly helps the client know what to expect next, and avoids a situation where surprises come up. This helps you to build a better relationship and ensure that you have a chance to get ahead of issues when they come up. Also, ask questions when you don’t have a clear understanding of a part of the project.
• Transparency and Honesty: When there are problems, be open and transparent about the nature of the problem and its impact. Then come up with recovery plans to get things back on track.
• Reports: Document everything you feel is relevant and send it as a report each week. This helps the client to have confidence in your team and helps you keep track of progress over a time period. 

 
So in summary, set clear expectations, communicate often and clearly, be transparent and honest about project progress, and asides verbal reports, also send reports via email or as a document.