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How can you communicate with clients who have unrealistic expectations?

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As a professional communicator, you may encounter clients who have unrealistic expectations about your work, such as demanding impossible deadlines, asking for endless revisions, or expecting you to do tasks outside your scope. How can you communicate with them effectively and diplomatically, without compromising your quality, reputation, or sanity? Here are some tips to help you deal with this common challenge.

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Cipluk Carlita

Senior comms/PR leader with SEA/APAC exposure l 17+ years experience l Formerly @ Twitter, Mondelez, Acer, Maverick

1 Clarify the scope and terms

Before you start any project, make sure you and your client have a clear and written agreement on the scope, deliverables, timeline, and payment of your work. This will help you avoid misunderstandings, scope creep, and disputes later on. If your client asks for something that is not in the original contract, politely remind them of the terms and explain the implications of changing them, such as additional costs, time, or resources. If you agree to make changes, document them and get your client's approval.

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Diana Brag?
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Your approach is spot on! When dealing with clients who have unrealistic expectations, honesty and patience are key. Here's a breakdown of your strategy: Honesty: Be transparent with the client about what is realistically achievable. Explain the limitations and potential challenges, ensuring they have a clear understanding of the situation. Education: Take the time to educate the client about the process, industry standards, and what can be realistically achieved. Patience: Allow them to explore their ideas and gently guide them toward more reasonable goals. Baby Steps: Start with small, achievable goals and build from there. Gradually introduce them to the process and help them set realistic milestones.

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2 Manage the expectations

One of the reasons why clients may have unrealistic expectations is that they don't understand the nature, process, or value of your work. To prevent this, educate your client about what you do, how you do it, and why it matters. Use simple and concrete language, avoid jargon, and provide examples or samples of your previous work. Also, set realistic and measurable goals and milestones for your work, and communicate them clearly and regularly to your client. This will help you establish trust, credibility, and accountability.

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Divya Priyadarshni

Government Laisoning | System Transformation | Wellbeing Practitioner
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Communicating with clients with unrealistic expectations requires tact and clarity. Start by actively listening to their expectations and concerns. Acknowledge their viewpoint and then diplomatically explain the limitations or challenges that may affect their expectations. Offer alternatives or compromises that align more closely with reality while emphasizing your commitment to meeting their needs. Maintain open, honest, and empathetic communication throughout to build trust and manage their expectations effectively.

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3 Provide feedback and solutions

Another reason why clients may have unrealistic expectations is that they don't receive enough feedback or solutions from you. To avoid this, provide constructive and timely feedback to your client throughout the project, especially when you encounter challenges, delays, or errors. Explain the causes, consequences, and actions you are taking to address them. Also, offer solutions or alternatives that can help your client achieve their desired outcomes, while respecting your professional boundaries and standards. This will help you demonstrate your expertise, creativity, and problem-solving skills.

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Cipluk Carlita

Senior comms/PR leader with SEA/APAC exposure l 17+ years experience l Formerly @ Twitter, Mondelez, Acer, Maverick
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Not all clients understand that agencies are not miracle workers. Every plan is carefully crafted and takes time to execute. It's important to have the courage to say "no" under these two circumstances: 1 - Provide valid reasons why it is impossible to meet their expectations. There's always a good reason (or two) behind every decisions, such as prioritizing quality over quantity. 2 - Suggest alternative solutions. If the expected outcome isn't feasible, it's our responsibility to offer alternatives. This fosters better client understanding and demonstrates your commitment to finding solutions rather than making excuses.

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4 Be assertive and respectful

Sometimes, despite your best efforts, your client may still have unrealistic expectations that are unreasonable, unfair, or unethical. In this case, you need to be assertive and respectful in communicating your position and defending your work. Use facts, evidence, and logic to support your arguments, and avoid emotional or personal attacks. Acknowledge your client's concerns and emotions, but don't let them manipulate or intimidate you. If necessary, refer to your contract, policies, or industry best practices to justify your decisions. If the situation becomes untenable, you may need to end the relationship and seek legal advice.

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5 Seek feedback and improvement

Finally, after you complete a project, seek feedback and improvement from your client and yourself. Ask your client for their satisfaction, suggestions, and testimonials, and thank them for their collaboration and support. Also, reflect on your own performance, strengths, and weaknesses, and identify areas where you can improve your communication skills and processes. This will help you learn from your experience, enhance your reputation, and attract more clients who appreciate your work.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you communicate with clients who have unrealistic expectations?

1

2

3

4

5

6

1 Clarify the scope and terms

2 Manage the expectations

3 Provide feedback and solutions

4 Be assertive and respectful

5 Seek feedback and improvement

6 Here’s what else to consider

Communication

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How can you communicate with clients who have unrealistic expectations?

1

2

3

4

5

6

1 Clarify the scope and terms

2 Manage the expectations

3 Provide feedback and solutions

4 Be assertive and respectful

5 Seek feedback and improvement

6 Here’s what else to consider

Communication

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