Exceeding Your Client Expectations

When your client see's things are going to plan.

Effective client management is essential in our industry. It's all about exceeding client expectations, rather than just meeting them. Your service is the key.

From setting resource expectations to being transparent with time and charging the right amount, it’s all about building trust and long-lasting relationships.

Here’s how to navigate these areas to keep clients happy, projects on track, billing fair and exceeding expectations.

1. Set Clear Resource Expectations from the Start

Setting clear expectations about resources—time, budget, and team capacity—is vital. Outline what the project will require, including timelines, deliverables, and responsibilities, during initial discussions.

Tips for Clarity:

• Project Scope Discussions: Be upfront about what resources are needed and when, especially for bigger projects.

• Detailed Proposals: Break down each phase, so clients understand the investment and efforts involved.

  
  

Pro Tip: Use visuals like timelines or charts to help clients understand the project’s scope at a glance.

2. Be Transparent with your Time Management

Good time management builds trust. Regular updates keep clients informed on progress, showing them where time is going and preventing scope creep.

Keeping Time Visible:

• Time Tracking Tools: Tools like Timecamp allow you to share time reports with clients.

• Realistic Estimates: Give time estimates that account for flexibility to avoid surprises.

  
  

Pro Tip: Add a small time buffer to your estimates to cover unforeseen tasks.

3. Be Upfront About your Pricing

Pricing discussions can be tricky, but transparency is key. Clients need to know exactly what they’re paying for, especially if extra requests add to the original scope.

Strategies for Transparent Pricing:

• Break Down Costs: Show clients exactly what each service or deliverable costs.

• Outline Extra Charges: Be clear about potential additional charges, like extra revisions.

  
  

Pro Tip: If you offer premium services, clearly highlight what’s included to avoid any confusion.

4. Stay Proactive with Scope Changes

Project changes happen. When they do, communicate with clients right away to adjust expectations on resources, time, or budget.

Managing Scope Shifts:

• Scope Change Policies: Have a policy in place for additional requests.

• Written Confirmation: Always document agreed changes in writing for clarity.

Pro Tip: Frame adjustments as a way to refocus on priorities, helping clients see the benefit of any added time or cost.

5. Regular Updates build Trust

Frequent updates keep clients in the loop and strengthen the working relationship.

Scheduled check-ins and budget reports make it easier for clients to track progress and stay confident about their investment.

Effective Update Methods:

• Weekly or Monthly Reports: Show clients completed tasks and what’s coming next.

• Budget Updates: Regularly share budget tracking reports for hourly projects to avoid surprises.

Pro Tip: Use project management tools that offer budget-tracking features, so clients see how resources are used.

Build Trust with Transparent Client Management

Good client management goes beyond delivering results; it’s about clear expectations, honest time management, and fair pricing.

By keeping communication open and transparent, you build strong client relationships that last.

Looking for a transparent, client-focused team? Contact Agency7 today to see how we can support your digital marketing needs.